Returns and Exchanges Policy

We manage returns and exchanges on an individual basis, aiming to ensure customer satisfaction with their purchases. We kindly ask for your patience while we encourage customers to thoroughly test the product. We also provide troubleshooting tips to help resolve issues swiftly.

Standard Returns Policy

We are pleased to accept returns of new, unopened items purchased from our website for a refund or store credit within 30 days of delivery. Please note, returns that don't comply with our policy will be declined and sent back to the original shipping address.

For health and safety reasons, the following items are strictly non-returnable if they have been opened or used:

- E-Liquids
- Atomizers, including RDA & Tanks
- Disposable Vapes
- Replacement Pods & Coils, if the tamper foil is broken - Replacement Coils, if the tamper seal is broken
- Spare Parts, such as Drip Tips, Glasses, O-Rings
- Hemp Products
- Rechargeable Batteries
- Glass Products and Glass Accessories

Additionally, any product with special seals, like an E-Liquid bottle cap or hardware packaging with tamper-proof stickers, is ineligible for return once the seal is broken.

Warranty Service Policy

Our hardware devices purchased directly from our website are covered by a 30-Day Limited Warranty from the time of delivery. Please note that initiating contact with our department does not extend the warranty period. For extended warranty options, you may contact the manufacturers directly for After-Sales Service.

The following products are not covered under our 30-Day Warranty:

- Atomizers, including RDA & Tanks - Disposable Vapes
- Replacement Pods
- Replacement Coils

- Spare Parts, such as Drip Tips, Glasses, O-Rings

- Hemp Products
- Rechargeable Batteries
- Glass Products and Glass Accessories

To qualify for warranty service, you must start the return process by contacting us at our Contact Form within 30 days of the original delivery. We require the defective item to be returned to our facility before issuing a refund or store credit.

The 30-Day Limited Warranty does not cover damage caused by accidents, abuse, disassembly, customized modifications, or user-error. Additionally, consequential and incidental damages are not included in this warranty.

Please be aware that atomizers like Tanks, RDA, and replacement parts (coils and pods) may not be covered, as the original manufacturers often do not provide warranty for these items. For more information, visit the manufacturer's website.

Important: Some manufacturers require the warranty card included in the package for processing warranty service. Ensure you retain all packaging materials.

Delivery Issue Policy

Our policy requires that any claims for damaged, missing, or incorrect items be reported to us within 48 hours of delivery. Upon receipt of your items, please inspect them carefully. It is your responsibility to check the items within this timeframe and inform us of any issues or damages. In some cases, you may be asked to return the incorrect items to our facility and/or complete an Affidavit Form to move forward with the process.

Please note that reports of broken or damaged products made after 48 hours from the time of delivery will not be eligible for coverage under our policy.

Additionally, it's important to understand that minor scratches, cosmetic issues, and discoloration are considered normal wear and tear. Such issues are not covered by our warranty.

Additional Information

Compatibility Disclaimer:

We do not guarantee compatibility between items. Before placing an order, we advise you to research or ask us about compatibility. Returns due to incompatibility will not be accepted.

Return, Refund, Replacement Requests:

To initiate a request for refund, replacement, or exchange, please email our returns department at returns@cloudsmokespr.com. Include your FULL NAME, ORDER #, PHONE NUMBER, and the REASON for the return. You may need to provide photo or video evidence of the issue. If your return is approved, we'll provide further return instructions.

Packaging for Returns:

Do not use regular or paper envelopes for returns as they don't offer sufficient protection and may result in items being lost or damaged in transit. Use padded envelopes or boxes instead. Inadequate packaging may lead to refusal of your return. Additionally, do not return items to the address on the parcel; this is often a carrier's transit warehouse and not our operating facility.

Note:

Atomizers (tanks, RDAs, RTAs, RDTAs, pod systems, starter kits) purchased from our website are designed for use with e-liquids and nicotine salts e-liquids only. Using these products with cannabis oil, cannabis-based substances, CBD oil, or similar liquids will void the warranty and disqualify them from returns.

Legal Rights:

This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

Return Shipping Costs:

Customers are responsible for shipping costs when returning items for standard reasons (e.g., Wrong Item Ordered/No Longer Needed). We do not offer replacements; defective items will result in credit to your account. Note that Adult Signature Service, Route fees, and all shipping charges are non-refundable.

Refund Process:

Refunds may be issued back to the original form of payment (credit card, debit card, etc.) or as store credit. Cloud Smoke Shop is not responsible for refunds to a prepaid card or a canceled credit card if the cardholder no longer possesses it.