International Return Policy
Returns policy:
Here at Cloud City we have a 30 day returns policy where products can be sent back to us. Products have to be in their original packaging and form. It must be unopened and unused.
When a product has been returned to us it will be assessed by a member of our team and if the assessment is approved a refund will be processed within 2 working days and credited to the original payment method by Worldpay which can take up to 10 working days.
Cloud City Vapez UK Ltd will not be held responsible for fees associated with unwanted items or change of the customers mind.
We are also not responsible for the cost of returns; it is your sole duty as a customer.
All returns will be given a refund or a credit on our store. No replacement items will be sent no matter the category it falls under.
Unwanted items:
Any and all unwanted items can be returned to us within 30 days of the day you received the order. Provided the return is sent back in the original packaging with no seals or plastic broken and passes our assessment, you will be refunded for the cost of the product you are returning.
Under no circumstances does Cloud City Vapez UK Ltd cover the cost of returns for unwanted items, it is the sole responsibility of the customer.
Out of stock items:
If under rare circumstances an item in your order is out of stock we will attempt to contact you. If contact cannot be made we will place an alternative item in the order and notify you via email.
If you do not want alternatives to be picked you can leave a note on your order stating no alternatives.
Vape kits, pod kits and vape mods:
All vape kits come with a 30 day guarantee however Cloud City does not cover misuse of devices, incorrect assembly of the device or wear and tear.
If your vape kit or vape mod becomes faulty within the 30 days of receiving the item you will then need to contact us via email: Contact@cloudcityuk.com. Providing us with your order number, name on the order, address, a clear description of the problem and also a video clearly showing the issue.
If a genuine issue is found a refund will be processed within 2 working days.
Tanks and coils:
We do not accept returns of any RDA, RTA, RDTA’s due to health, safety and hygiene reasons unless there is proof provided of a genuine problem.
We accept dead on arrival requests for coils and pods however this must be reported within 48 hours of receiving the order. You will be refunded or a credit given. No replacements will be sent, if you wish to have a replacement you will have to replace an order.
Cloud City Vapez UK Ltd will not be responsible for any coils which have been improperly used or burnt due to misuse. If you do not know how to properly install a coil you can contact us and a member of our team will get back to you as soon as they can.
Damaged:
Parcels damaged upon delivery is the responsibility of the delivery company. Cloud City Vapez UK Ltd will not hold any responsibility for damaged parcels. Therefore, you will have the responsibility of contacting the delivery company about the handling of your item.
Disposables:
We do not accept returns of disposable vapes.
We do not offer any form of refund, replacement or credit for a disposable device that did not last the stated puff count as this is a guide from the manufacturer. Any and all claims regarding lack of puffs or taste will not be refunded, replaced or credited.
Dead on arrival within 48 hours. We do accept dead on arrival requests as long as you have contacted us within 48 hours of receiving the device and included a video of the device not working.
All disposable vapes which are reported as faulty, burnt, leaked or not charging will not be sent replacements. We offer only credit for our store or refunds in this case provided proof is given and accepted.
Sale or clearance items cannot be returned.