FAQ

FREESMO helps you successfully make the switch to smoke-free alternatives. We help you navigate the many choices on the market (1000+) and recommend the best products and flavours based on the information you provide, making your transition to smoke-free nicotine products easier and hassle-free.

FREESMO is an independent service focussed on helpingdesigned to help its users make the smoothest possible switch to smoke-free products. We developed a unique decision-making matrix based on independent consumer feedback and product reviews. We aim to identify and recommend the best smoke-free solution to match your unique requirements. Furthermore, we ensure that only the safest and most trustworthy products are recommended based on objective external data.

As you enjoy your selected product, please be aware that payment for your chosen option will commence after the 14-day trial period from the date of order. Transitioning away from combustible cigarettes is a significant step, and at FREESMO, we are dedicated to providing ongoing support. Our team of experts is here to assist you, ensuring that your switch is not only successful but also tailored to your evolving preferences.

At FREESMO, your satisfaction is paramount. If the initially recommended product doesn't meet your expectations, you can choose an alternative. Simply contact our customer support within the 14-day trial period, and we'll be more than happy to assist you in finding a different smoke-free option that better suits your preferences.

Your recommended product history is easily accessible both through your email and on your personalized dashboard. We send you a summary email with all your recommendations, making it convenient for you to keep track of your journey. Additionally, you can log in to your dashboard on our website, where you'll find a detailed history of your recommended products.

We understand that everyone's journey to a smoke-free life is unique, and your satisfaction is our top priority. If the recommended product doesn't align with your preferences, our Free Trial empowers you to make a change. Within 14 days, you have the option to return the product or, if you prefer, we can help you to find more suitable product. Your feedback is invaluable, and we're more than happy to provide alternative options based on your inputs, ensuring your transition is not only smooth but tailored to your individual needs.

Based on your inputs, such as the number of cigarettes currently consumed, your favourite brands, flavours, the desired product intensity, and experience, we will make a unique recommendation that you can then order or adjust as needed.

Our FREESMO proposition is developed with the combined knowledge of the tobacco and RRP industry experts, data specialists, psychologists, and addictologists from the UK and EU. This recommendation tool and transition support incorporating the newest possibilities is the culmination of their expertise.

The personal data you give us is subject to the General Data Protection Regulation. The personal data is only used to identify the ideal recommendations for you in relation to smoke-free products and refills. It will not be used for any other purposes unless approved by you.

Our expert on our customer service will answer any questions you might have. You can contact us here. You can ask about our products, flavours and refills, and get advice on how to use the devices and anything else that can help you to successfully make the switch to smoke-free products.

The package includes your final selection of smoke-free products and recommended flavours based on your inputs. We will also send you a handy booklet to help guide you through the switch.

Only devices that are not disposable can be returned. For example, Ploom X device, not opened refills and pouches can be returned, but unpacked and tested refills cannot.

When you order the recommended products, we will take your credit card details without any commitment. We will be in touch with you before the end of the free trial to see if the device suits you or if you would like an exchange. If you are satisfied with the device, the amount for the package will be charged from your account.

We will ask you to pack and label the product, send it to our partner Huboo using any shipping service with a tracking option, and let us know at info@freesmo.co.uk Once our partner receives the package, we will ensure everything has arrived intact. After that, we will only charge your credit card for any opened refills, pouches, or similar items and/or unreturned products. Also if you have used the returned product excessively, we may charge you a proportion of the purchase price.
Click here for detailed instructions on how you can return devices and other products during your free trial.