International Return Policy

Cloud Vapez UK International Returns Policy

1. General Returns Policy

  • We offer a 30-day return policy for unused, unopened products in their original packaging.

  • Once returned, items are assessed by our team, and if approved, refunds are processed within 2 working days via Worldpay (may take up to 10 working days to appear in your account).

  • Cloud Vapez UK does not cover return shipping costs for unwanted items.

  • No replacement items will be sent—refunds or store credit only.

2. Unwanted Items

  • Must be returned within 30 days of receipt, in original packaging with no broken seals.

  • Customers are responsible for all return shipping costs.

3. Out-of-Stock Items

  • If an item is out of stock, we will attempt to contact you.

  • If we cannot reach you, an alternative item will be included in your order, and you will be notified via email.

  • To opt out of alternatives, leave a note on your order at checkout.

4. Vape Kits, Pod Kits & Mods

  • All kits come with a 30-day guarantee, excluding:

    • Misuse or incorrect assembly.

    • Wear and tear.

  • If faulty within 30 days, contact contact@cloudcityuk.com with:

    • Order number, name, and address.

    • A clear description of the issue.

    • A video demonstrating the problem.

  • If a genuine issue is found, a refund will be processed within 2 working days.

5. Tanks, Coils & Pods

  • RDA, RTA, RDTA tanks cannot be returned due to health and hygiene reasons unless a genuine fault is proven.

  • Dead on Arrival (DOA) claims for coils and pods must be reported within 48 hours of delivery.

  • Refund or store credit will be issued—no replacements are sent.

  • Misuse or burnt coils due to incorrect installation will not be refunded. Contact us for guidance on proper installation if needed.

6. Damaged Parcels

  • Cloud Vapez UK is not responsible for parcels damaged in transit—this falls under the courier's responsibility.

  • Customers must contact the courier directly for claims regarding delivery damage.

7. Disposable Vapes

  • No returns, refunds, or replacements are offered for disposable vapes.

  • Puff count & flavour dissatisfaction are not valid reasons for a refund, as puff counts are manufacturer estimates.

  • Dead on Arrival (DOA) disposables:

    • Must be reported within 48 hours with a video showing the issue.

    • If verified, store credit or refund will be issued—no replacements are sent.

  • Burnt, leaked, or non-charging disposables: Refunds or store credit are offered if proof is provided and accepted.

  • Sale & clearance items cannot be returned.