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  • Terms of Service

    Terms of Service (ToS)

    Below are our Terms of Service, which you wholly abide by upon purchasing our products from this site, or if we have set the order up for you. Please read these carefully before accessing and/or ordering any goods. These Terms and Conditions are applicable every time you access our website and/or order goods from our website. We will assume you are fully aware of the implications, as you cannot place an order without agreeing to these following terms:

    1. Data, Information & General Conditions

    1.1. We believe you are fully aware that any data (including but not limited to product descriptions), on this website, may not be currently accurate or up to date.

    1.2. All enquiries and questions are to be forwarded to [email protected] only.

    1.3. We do not hold any of your sensitive payment details on the system. They are all handled through the trusted payment gateway.

    1.4. We may use your email address for email marketing purposes, such as sending out newsletters to you, on occasion. Your data will not be handed over to any third-parties.

    2. Our Products

    2.1. Bluestar e-liquid only contain any of the number of the following ingredients: Propylene Glycol (USP/BP grade), Vegetable Glycerine (USP/BP grade), Flavour (food-grade), Aqua Glycerine (AVG), Herbal Extract (food-grade), Colouring (approved PG based), Nicotine (exempt in 0mg). The label on the products will show one or more of these ingredients. Our e-liquid do not contain any unapproved, illegal or dangerous chemicals, or oils/sweeteners such as: Stevia, Sucralose, Acetoin, Acetyl Propionyl or Diacetyl.

    2.2. Bluestar strives to offer you the best quality of products, at all times. For this reason, we continuously refine our strategy as well as our ingredients, as we always listen to your lovely feedback. Therefore, our ingredients, or the supply used, may not always be the same as we may have sourced higher quality ingredients this time around, than previously. We can, however, proudly say that with each refinement, the overall product is much better. Additionally, product images may vary from the product description.

    2.3. We can provide a maximum of 80% VG e-liquid, as the last 20% will be PG based flavoring. 80% VG, 90% VG and 100% VG are the same mix, as we will not sacrifice flavouring for viscosity.

    2.4. All our flavour concentrates are currently PG based only. Due to this, higher VG mixes of e-liquid may seem slightly less viscous than usual, once set. We expect you to add more VG and dilute the flavour of the e-liquid, if you are not satisfied, as we will not send e-liquid with a less than recommended flavour percentage.

    2.5. There may be labelling errors on the products; however, we will confirm the actual contents once inquired about. This is not a basis for an exchange or refund, unless the wrong products were sent.

    2.6. Menthol-type flavours may crystallise in cold climates or under certain conditions. This is a natural processes, and is very common. The process can be reversed by placing the e-liquid bottle in warm/hot water for a few minutes.

    2.7. Nicotine Concentrate may oxidise. Some batches swifter than others. Oxidisation is a natural process and is irreversible. The colour change does not affect the potency of the nicotine concentrate, and will not change the flavour in your mixes. Oxidisation is not a basis for a refund or exchange.

    2.8. All bulk e-liquid should be steeped upon delivery, for a much better vaping experience.

    2.9. Our nicotine products and e-liquid have not been submitted for TPD compliancy, as mentioned in our FAQ, as we are not a UK/EU-based company. All ingredients are UK and European sourced, so we are confident they will pass if you choose to submit them. In fact, many of our clients have had their submissions approved using our products. Our individual ingredients that do not contain nicotine such as the flavourings, PG and VG do not need to be submitted – as these are exempt from the TPD. Our 0mg (no nicotine) e-liquid in any size are also exempt, as the TPD only includes e-liquid with nicotine.

    2.10. Our bulk e-liquid may come with food-grade colouring, for added effect and aesthetics. An order note must be left on checkout if you would not like colouring in the mix. However, we may not always be able to confirm to this requirement.

    2.11. Our e-liquid is not a smoking substitute, or a cure for smoking related addictions.

    2.12. Due to hot weather, VG can become less viscous and more watery resembling PG, especially in transit. You are advised to place the product in the fridge on receipt, in order to combat this natural case.

    3. Refunds and Exchanges

    3.1. Our Refund & Exchange policy is concrete, and we have a zero-tolerance approach regarding it – you wholly agree by all that is mentioned.

    3.2. E-liquid is a product that is consumable, and for this reason it cannot be refunded or exchanged, once your order has been received, unless for reasons stated in a specific tab on the FAQ page. The same policies apply to our nicotine, PG, and VG products, as well as all our liquids.

    3.3. As a customer, you are responsible for knowing the laws of your land. If your order is suspected as being classed as prohibited or dangerous, when shipped out to your country, any loss due to the destruction of the goods will not be compensated in anyway by Bluestar. However, we will try our utmost best to increase the chance of success for delivery.

    3.4. Our Free Delivery option is an incentive, and not a fixed feature of the site. It is not automatically applied. You are responsible to choose the free shipping option from the drop-down on the checkout screen, if eligible, as we will not be able to confirm to a shipping refund if you checkout with paid delivery for an order that could have been sent as a free delivery.

    3.5. If any refunds or exchanges are made, you as the customer are solely responsible for sending the products back in their unused form to the return address we provide you, upon our agreement, and you will also pay the whole return shipping cost. In compliance, we will either exchange the products and send them to you free of charge, or we will offer you a refund — may that be a partial refund, or full refund — depending on the state of the products when we receive them back.

    3.6. For any returns, regardless of reasons, we may require you to ship the item(s) back to us as we do not supply return labels. If it is proven to be a mistake by us, we will also reimburse the shipping cost once a receipt is shown. We also require a tracking ID.

    3.7. Colour of the e-liquid or flavours is not a bases for an exchange or refund.

    3.8. We cannot accept returns or provide refunds for our clearance items (20 x 10ml Wholesale) at all. The bottle tops may be loose, for these products only, as mentioned on the product category page.

    3.9. Note: We cannot attend to any product circumstance (refund, exchange, missing item inquiry) that is brought forward after 28 days from when the order was place.

    4. Couriers & Shipping

    4.1. The courier services we use have delivered orders without a problem, anywhere in the world, in most cases. If any problem comes to light, such as the packaging clearly been opened/ripped and then taped back up, or a few products seem to be missing during the shipping due to the delivery driver/company, we will not attend to any of the circumstances if you have already signed for the package.

    4.2. We always weigh each product and calculate the total weight of the order before shipping. So, we are always aware of what we ship out.

    4.3. Additionally, we may need to provide extra information to the couriers such as phone numbers, for delivery purposes.

    4.4. All orders can fall into a 48 hour working day lead time. We will not be held responsible if an order is delivered late, if we sent it on time, within 48 hours.

    4.5. If the site is having issues, and we cannot access your order for processing in time, the order will be sent out the following working day – as soon as the site is running correctly.

    4.6. If you wish to cancel your order after it is sent, we cannot send a refund until the item is on its way back to us – which will be evident by the tracking. Moreover, we will be required to contact the courier and get a confirmation, which may take up to 48 hours on working days.

    4.7. If your order was not delivered due to no one in the residents being in to sign for a package at the time of delivery, and the parcel is then returned back to us, you will have to pay the full shipping cost again, as this is solely your responsibility to be available at the time of delivery.

    4.8. If your order was not delivered due to no one in the residents being in to sign for a package at the time of delivery, we can provide the tracking ID once required, and if needed, and then it is your responsibility to re-arrange delivery or collection (only applies to certain delivery services, and if your order was sent with said services), which can be done through the tracking site, collecting in person, or by calling the local sorting office. An ID will be required, as well as the tracking number and name on package, if collected by you or an appointed person. We will provide any additional information you may require.

    4.9. If a tracking ID is requested, it will be provided within 48 working day hours of being dispatched.

    4.10. Bluestar will not be held responsible for how the courier handles the parcel, or where they may deliver it if no one is in to sign for the package. We will, however, provide an excellent service and try to resolve any problems that arise.

    4.11. The process of contacting a courier regarding a missing parcel may take 48-72 hours, on working days only. During this time, we cannot process any refunds or ship out any new orders for you until the investigation is complete. You are expected to comply with protocol, in order to take things further and sort out any problems that arise – with your compliance, we will be able to come to a solution collectively.

    4.11.1. If the parcel was delivered but there are issues, we will need clear photo evidence of the following to address any problems: products and their labels, paper invoice, and outer packaging. It is your responsibility to keep and provide the following images, as a form of evidence, so that we can resolve the issues.

    4.12. We may need to ship an order in multiple packages, due to restrictions with couriers and countries. Certain items may be shipped separately, from another source.

    4.13. If it is your first order, or you live in a complex such as a flat, we recommend you leave a note to delivery to reception or a neighbour, if you are not likely to be in.

    5. Storage

    5.1. E-liquid, flavours & nicotine should be stored in a cool, dark and closed space, and must not be exposed to direct sunlight and high temperatures for long periods of time.

    5.2. Once opened, e-liquid may seem to darken or discolour after time – bear in mind that this is natural oxidation, and does not affect the quality of the liquid – in fact, the quality increases.

    6. Branding

    6.1. All trademarks and images used on the site are only displayed to give an idea of the flavours of the e-liquid.

    6.2. We are NOT endorsed or in association with any trademarks/brands, unless specified clearly.

    7. Age Restrictions

    7.1. Our products are not suitable for anybody under the age of 18. We will not ship the order out if it is discovered you are below the minimum age.

    7.2. We reserve the right to request evidence of age before we fulfil your order.

    8. Living document

    8.1. We reserve the right to change our terms & conditions at any time necessary. It is your responsibility to visit our terms & conditions page on a regular basis as a customer, in order to agree with them.

    8.2. You are required to agree with our terms & conditions upon checkout, and this will form a formal legal contract with us with your full knowledge of doing so. If you believe our terms & conditions are not fair, you should NOT agree to them when making a purchase or using our website.

    9. Our Rights

    9.1. As a company selling goods and services, we reserve the right to cancel an order or ban a customer at any point in time without reason. This is our right as a seller and should be honoured by our customers. There may also be pricing errors on our website, from time to time. Please note that we have no obligation to honour incorrect prices. If a payment has been cleared, and we decide not to honour the order, a full refund will be provided.

    9.2. Cancelled orders or on-hold orders could be deleted at any time, if they have not been paid for or we have not been made aware of them.

    9.3. Orders’ from previous months that have confirmed to be delivered may be deleted off the system. This will allow the website to run smoother and faster, in return allowing you to experience a much better visit when browsing our services.

    10. Warnings & Nicotine Safety

    10.1. Keep e-liquid, pg, vg, flavours and nicotine fluids in a safe place out of reach from children and pets – as the nicotine amount in our selective products could cause serious harm, so medical assistance must be sought immediately if so.

    10.2. Nicotine in its pure form (1000mg/ml~) is a poison. We proved a maximum amount of 72mg, as a single product, for business purchase, that should be diluted before use. Our bulk e-liquid products and bases contain a maximum amount of 24mg nicotine. However, they should still be treated with the greatest amount of care and not be abused in any way.

    10.3. Some flavours are commonly known to crack some e-cigarette tanks, regardless of the manufacturer. Likewise, some flavours may gunk up certain coils. These are rare occurrences, and do not happen often. If any of these occur, Bluestar will not be held responsible for any damages or loss of property.

    10.4. You are to purchase our products with the correct, adequate, knowledge. You are deemed responsible for your own safety and any living person, animal or creature in your vicinity.

    10.5. Avoid all liquid contact with eyes and skin, if this occurs wash immediately with water. Do not ingest, if swallowed seek immediate medical attention.


    11. Disclaimer

    11.1. Using any of our products is solely the responsibility of the individual.

    11.2. Bluestar will not be held accountable for loss of earnings at any stage, including delays in delivery.

    11.3. We accept no responsibility, or liability, for any injury or even in the worse case a fatality arising, as a consequence. All product use and consumption is done at the customer’s own risk.

    11.4. It is estimated that 1 in 10 people are slightly sensitive to Propylene Glycol (PG). Bluestar will not be held responsible if any allergy symptoms occur, and you use our products wholly knowing that our e-liquid and flavouring concentrates contain PG.

    11.5. Before proceeding with an order, you will be required to show that you have read and understood the following terms & conditions – by ticking the box on checkout. We recommend you to print a copy of these Terms & Conditions for your future reference, on each purchase.

    11.6. By making a purchase, you agree to be bound by the whole provisions of the agreement between you and us. If you do not acknowledge or accept these terms & conditions, you should not place an order.

    11.7. Our Privacy Policy is also in affect. Please read and comply with it.


    For any further information, please see our FAQ page before contacting us.

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