Refund policy

Returns & Exchanges Policy

CloudCity Vapes
📧 Email: cloudcityvancouver@hotmail.com
🌐 Website: www.cloudcityvancouver.ca
Effective Date: [Insert Date]

Thank you for shopping with CloudCity Vapes. We want to ensure you’re satisfied with your purchase. Please review our policy below carefully before requesting a return, exchange, or warranty claim.

🔁 Returns & Exchange Eligibility

For hardware purchases, each item purchased directly from our website comes with a 30-Day Limited Warranty from the delivery date. Please read the conditions below to see if your item qualifies.

Due to health and safety regulations, we cannot accept returns or exchanges on the following products if opened or used:

  • E-liquids (including disposables)
  • Opened cartridges or pods
  • Replacement coils, drip tips, or replacement glass
  • Tanks or atomizers
  • Rechargeable batteries

These items are non-returnable once opened, even if unused.

✅ Returnable Items (Unopened Only)

You may return unopened and unused hardware items within 30 days of delivery for a full refund, minus shipping costs. Return shipping to our facility is the responsibility of the customer.

Note: Shipping fees are non-refundable under any circumstances.

⚠️ Non-Eligible Returns

The following types of returns may be subject to a 15% restocking fee or rejection:

  • Items returned used, opened, or damaged
  • Products showing signs of misuse, drops, water damage, or improper handling
  • Items returned dirty, leaking, or without original packaging

We do not accept returns for reasons related to product compatibility. If you're unsure about compatibility, contact us before purchasing.

🔧 Warranty Service

Hardware purchases are covered under our 30-Day Limited Warranty, which includes manufacturing defects only.

Exclusions from warranty coverage:

  • User damage (e.g., drops, liquid spills)
  • Device modification, disassembly, or misuse
  • Use of cannabis oils, CBD, or non-e-liquid substances
  • Cosmetic wear (e.g., scratches, discolouration)

To file a warranty claim, you must contact us within 30 days of delivery.

🛠 Dead on Arrival (DOA), Missing, or Incorrect Items

All DOA, missing, or wrong item claims must be reported within 48 hours of delivery. Please inspect your package upon arrival and notify us immediately if there are any issues.

We will provide a prepaid return label if the error was on our end. However, we cannot ship replacements until the incorrect item is returned and inspected.

💳 Refunds & Exchanges

If your return is approved, we will:

  • Issue a refund to your original payment method, or
  • Offer store credit if preferred

Please allow up to 7 business days for processing after the returned item is received and inspected.

Refunds cannot be processed to prepaid cards if the cardholder no longer has access to the card.

💸 Return Shipping Costs

Customers are responsible for shipping costs to return items unless the return is due to our error.

  • All original shipping charges are non-refundable
  • If your order originally qualified for free shipping, the actual shipping cost we paid will be deducted from your refund if you return the item

📦 Refused or Undeliverable Packages

If a package is refused by the customer or deemed undeliverable by the shipping carrier:

  • A 15% restocking fee will be applied
  • Shipping costs will not be refunded, including any "free shipping" discounts

📝 How to Initiate a Return or Warranty Claim

Please email us at cloudcityvancouver@hotmail.com with the following information:

  • Your full name, shipping address, and phone number
  • Your order number and purchase date
  • A detailed explanation of the issue
  • Attach clear photos or video showing the defect (if applicable)

Once we review your request, we will send instructions for how to return the item. Replacements will only be sent after we receive and inspect the returned item.

🔚 Final Notes

  • We reserve the right to refuse any return that does not comply with this policy.
  • This policy may be updated without notice. Please check this page regularly for the latest version.

By placing an order with CloudCity Vapes, you agree to the terms outlined in this Returns & Exchanges Policy.