Returns Policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange for any vape related items, e-liquids, coils or any accessories.
If under rare circumstances we have not responded to your email, phone call, social media message etc please do keep the product/s you are inquiring about.
To be eligible for a return, you must provide proof through email or Whats App via a picture or videos of the vape device not working. We cannot issue store credit until we have fully confirmed that the device is not working as described.
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 on the packing slip.
If you do not want alternatives to be picked you can leave a note on your order stating no alternatives.
Unwanted Items:
Any and all unwanted items can be returned to us within 30 days of receiving the order. This only applies if the item/s sent back to us are returned in original packaging with no seals or plastic broken, it will be assessed. If the assessment is passed you will be refunded for the order. Cloud City Vapez UK Ltd is not responsible for the costs of returning an unwanted item/s, it is your sole responsibility.
Vape kits, pod kits and vape mods:
All kits come with a 30 day guarantee, however Cloud City Vapez UK Ltd will not cover the cost of misuse, incorrect assembly or wear and tear. If your kit becomes faulty within 30 days of receiving the item you will need to contact us via email: Contact@cloudcityuk.com. You will need to provide an order number, name on the order, address and a clear description of the problem.
The cost of returning the item will not be covered by Cloud City Vapez UK Ltd, if a genuine problem is found a refund for the item will be processed within 2 working days.
Tanks, coils and pods:
We are unable to accept returns of any RDA, RTA, RDTA'S due to health, safety and hygiene reasons unless a genuine problem is found.
We will accept dead on arrival requests for coils and pods however this must be reported within 72 hours of receiving the order. A refund will be processed or a credit given.
We will not however refund the cost if the coil or pod has been improperly used or burnt due to the misuse. If you do not have the knowledge to install a coil or pod you can contact us on how to do this.
Disposables:
To be eligible for a return / store credit on disposable vapes, you must provide a valid order number, provide the shipping or billing details of the order, the name of who the order was placed by and any relevant information we may ask for whether this be a picture, video or returning the item to us.
If you have received a vape that doesn't taste right (i.e. burnt) we require you to send it back to us. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of store credit.
If your disposable vape is not charging a video must be sent across clearly showing the disposable vape not working as described. Once the video has been received by a member of our team. Store credit will be given for the cost of the item. Please note: Store credit will only be offered for disposable vapes that do not charge.
For DOA (Dead On Arrival) disposable vapes a video must be sent across to a member of our team who will assess via the video sent, the approval or denial of your refund. Please note: A refund will only be offered for DOA disposable vapes.
If you have received a disposable vape that did not last the stated number of "puffs" you must send across a video clearly showing the vape flashing indicating the vape has no longer usable. Once the video has been assessed by a member of our team, store credit will be provided for 50% of the cost of the vape. Our team will also take into consideration the number of days it has been since the purchase.
Please note: When sending an item back to us, postage is paid by you, if the item is found to be faulty we will then provide store credit for the postage cost.
If you have received a disposable vape device with a flavour that you dislike and do not wish to smoke it, this would not be a valid reason for a replacement or a refund as the consumer has chosen to buy that flavour.
Please do not send your purchase back to the manufacturer.
(If applicable) All replacements will be shipped within 2 working days. Please note, no replacements will be sent out on a weekend or a Monday. Returns will be sent the following working day.
E-Liquids and Nicotine Salts:
If you have received an e-liquid or nicotine salt with a flavour that you do not like and do not want, this is not a valid reason for a refund or replacement as you have chosen to purchase the item.
We do not accept returns of e-liquid or nicotine salts due to health and hygiene reasons. If a genuine problem is found we will then process a refund for the cost of the item.
Wrong Items received:
If under rare circumstances you have received the wrong items on your order, we would require you to send a picture across of what you have received and the item/s must be returned to us. A replacement for the item you should have received can then be sent. If you have opened the item you incorrectly received, you will receive 50% store credit.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of store credit, refund or (if applicable) replacement.
If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 2 working days. You will receive an email from World Pay to notify you of the refund, please do not keep asking when you will receive the refund as once it is processed on our end it may take time for the money to be credited.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund after 10 working days, please contact us at contact@cloudcityuk.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@cloudcityuk.com and send your item to: Cloud City Vapez UK, 255 Otley Road, Bradford, BD3 0LW, United Kingdom.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift credit will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
To return your product, you should mail your product to:
Cloud City Vapez UK,
255 Otley Road,
BD3 0LW,
Bradford,United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are refunded via store credit or if applicable refund. If you receive store credit, the cost of return shipping will be included with your store credit.
We would recommend using a tracked postage service as non-tracked has a tendency to get lost in the post and take a while to get to us.
When sending an item back you also need to ensure you include your name, order number and a description of the problem inside the package as we have no way to know who the received mail is from or the problem.