Cloud Vapez UK Returns Policy

1. Return Eligibility

• Returns accepted within 30 days of purchase.

• Proof of fault required via email or WhatsApp (picture/video).

• We do not accept returns for used e-liquids, nicotine salts, opened coils, pods, or hygiene-sensitive products.

2. Out-of-Stock Items

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

• If contact cannot be made, an alternative will be sent and noted on your packing slip.

• If you prefer no alternatives, leave a note at checkout.

3. Unwanted Items

• Must be unused and in original packaging.

• Return costs are the buyer’s responsibility.

• Refund issued upon inspection.

4. Vape Kits, Mods & Pod Kits

• 30-day guarantee (excludes misuse, wear & tear, or incorrect assembly).

• Report faults via contact@cloudcityuk.com with order details and issue description.

• Return costs are covered by the buyer.

• Refunds processed within 2 working days if a genuine fault is found.

5. Tanks, Coils & Pods

• No returns on RDA, RTA, RDTA tanks due to hygiene reasons.

• Dead on Arrival (DOA) coils/pods must be reported within 72 hours for refund or store credit.

• Misuse, incorrect installation, or burnt coils are not eligible for a refund.

6. Disposable Vapes

• DOA disposables: A video proof is required for refund approval.

• Charging issues: A video must be sent for store credit approval.

• Flavour issues: Returns not accepted for personal taste preferences.

• Puff count issues: If a device does not last as expected, a video must show the device flashing as empty—50% store credit may be offered based on assessment.

• Return shipping costs are covered by the customer, and store credit may be given if a genuine fault is found.

7. E-Liquids & Nicotine Salts

• No returns due to hygiene reasons.

• Refunds only issued if a product has a confirmed fault.

8. Wrong Items Received

• Report mistakes with a photo of received items.

• Items must be returned unused for a replacement.

• If the item has been opened, 50% store credit will be given.

9. Refunds & Processing Time

• Refunds are processed within 2 working days upon approval.

• You will receive an email notification when your refund is processed.

• If funds have not appeared after 10 working days, contact your bank before reaching out to us.

10. Exchanges & Gift Returns

• Exchanges available for defective or damaged items only.

• Gift returns will be credited to the recipient if marked as a gift at purchase.

11. Return Address & Shipping

Cloud Vapez UK
255 Otley Road, Bradford, BD3 0LW, United Kingdom

• Customers must cover return shipping costs.

• We recommend using tracked shipping to avoid loss.

• Include your name, order number, and issue description inside the package.

For any issues, contact us at contact@cloudcityuk.com.