International Return Policy
Cloud Vapez UK International Returns Policy
1. General Returns Policy
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We offer a 30-day return policy for unused, unopened products in their original packaging.
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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).
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Cloud Vapez UK does not cover return shipping costs for unwanted items.
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No replacement items will be sent—refunds or store credit only.
2. Unwanted Items
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Must be returned within 30 days of receipt, in original packaging with no broken seals.
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Customers are responsible for all return shipping costs.
3. Out-of-Stock Items
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If an item is out of stock, we will attempt to contact you.
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If we cannot reach you, an alternative item will be included in your order, and you will be notified via email.
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To opt out of alternatives, leave a note on your order at checkout.
4. Vape Kits, Pod Kits & Mods
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All kits come with a 30-day guarantee, excluding:
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Misuse or incorrect assembly.
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Wear and tear.
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If faulty within 30 days, contact contact@cloudcityuk.com with:
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Order number, name, and address.
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A clear description of the issue.
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A video demonstrating the problem.
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If a genuine issue is found, a refund will be processed within 2 working days.
5. Tanks, Coils & Pods
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RDA, RTA, RDTA tanks cannot be returned due to health and hygiene reasons unless a genuine fault is proven.
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Dead on Arrival (DOA) claims for coils and pods must be reported within 48 hours of delivery.
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Refund or store credit will be issued—no replacements are sent.
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Misuse or burnt coils due to incorrect installation will not be refunded. Contact us for guidance on proper installation if needed.
6. Damaged Parcels
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Cloud Vapez UK is not responsible for parcels damaged in transit—this falls under the courier's responsibility.
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Customers must contact the courier directly for claims regarding delivery damage.
7. Disposable Vapes
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No returns, refunds, or replacements are offered for disposable vapes.
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Puff count & flavour dissatisfaction are not valid reasons for a refund, as puff counts are manufacturer estimates.
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Dead on Arrival (DOA) disposables:
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Must be reported within 48 hours with a video showing the issue.
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If verified, store credit or refund will be issued—no replacements are sent.
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Burnt, leaked, or non-charging disposables: Refunds or store credit are offered if proof is provided and accepted.
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Sale & clearance items cannot be returned.