Return & Exchange Policy
General Policy
Due to the nature of vape products and age-restricted merchandise, opened, used, damaged, or tampered products are generally final sale. Cloud Club may review return or exchange requests on a case-by-case basis, but approval is not guaranteed.
Unopened Products
Unopened products in original packaging may be eligible for review for exchange or store credit at Cloud Club's discretion. The customer may be required to provide an order number, receipt, matching customer information, and proof that the item has not been opened or altered.
Defective Products
Defective item claims should be reported as soon as possible. Cloud Club may require photos, video, inspection, original packaging, order confirmation, and a description of the issue. Defective product replacement is subject to review and product availability.
Non-Returnable Situations
Returns or exchanges may be denied for taste preference, buyer's remorse, normal use, empty products, damage caused by misuse, broken seals, altered packaging, water damage, impact damage, heat exposure, or products not purchased from Cloud Club.
Delivery Issues
If an incorrect item is delivered, customers should contact Cloud Club as soon as possible and reference the order number. Cloud Club may correct the order, offer a replacement, issue store credit, or provide another resolution depending on the situation.
Refund Timing
Once payment processing is active, approved refunds may take time to appear depending on the payment processor, bank, card network, and order status. Delivery fees may not be refundable when a delivery attempt fails due to incorrect customer information, unavailable recipient, or failed age verification.