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Refund Policy

Please get in touch with our Customer Service team before returning items.

You can contact us by telephone on 07936 637044 or info@clouddash.co.uk or the fastest way to get a refund accepted is to complete our returns form

Our team will then provide you with a RMA (Returns Merchandise Authorisation) Number which must be included with your returned items.

Please be aware that any unsolicited or unauthorised returns may be disposable of and processing a refund might not be possible.

We cannot be held accountable for items lost or damaged during return transit. It is advisable to use a recorded delivery method, fully insured for the total value of the goods, ensuring appropriate postage is paid. You are responsible for taking reasonable care of the goods while they are in your possession.

Returned items must reach us withim 10 working days of receiving your RMA Number. Failure to meet this deadline may result in refusal of the return.

Upon receipt of the items, we will test and inspect the product. If the product is found to be defective we will offer you a replacement or refund the product value, excluding any initial postage charges.
Please allow up to 7 working days for the refunded amount to be credited back to your original payment method from the date of process.
All refunds will only be processed using the same payment method used when placing the order.

If the goods are deemed not to be defective or damage is caused by misuse, accidental damage or wear and tear, we will not issue a replacement or raise a credit and you will be liable for all costs incurred by returning the goods to us.

We may ask you further questions either before or during the returns process, or give recommendations on product usage to reduce any unnecessary returns.

Please assist our Customer Service team by providing as much information as possible regarding any reported defect.

Returns Address
This can be found on the email containing the RMA Number.

Limited Warranty
Please be aware that vape kits and mods are made up of different components and are therefore subject to different warranty periods.

Please note we will require proof of purchase and where possible the original packaging for the product.

Vape Kits / Mods
Vape kits and mods come with a 6-month warranty starting from the purchase date. To process a warranty claim, you must return the vape kit or mod for evaluation. Please ensure that the device or mod is returned in its original packaging, undamaged to qualify for the warranty claim.

Coils / Tanks / Pods
Coils, Tanks and Pods are consumable items, sold in sealed packaging and are not covered by a warranty. Coils, Tanks and Pods have a variable lifespan. The only exception to this rule is in the case of a manufacturing fault. If you suspect that an item you've received is defective upon delivery, you must notidy us within 5 working days.

E-Liquids
E-Liquids are consumable items, sold in sealed bottles and are not covered by a warranty. The only exception to this rule is in the case of a manufacturing fault. If you suspect that an item you've received is defective upon delivery, you must notidy us within 5 working days.

Disposable Vapes / Pre-filled Pods / Refillable Pods
Disposable Vapes / Pre-filled Pods / Refillable Pods are consumable items, sold in sealed bottles and are not covered by a warranty. The only exception to this rule is in the case of a manufacturing fault or in the case of an item being dead on arrival, or shipping errors on our part. If you suspect that an item you've received is defective upon delivery, you must notidy us within 5 working days. For any disposable warranty claim we require the batch number and date of expiry from the packaging. We are unable to replace or refund any disposable vape without this information. Additional video or photographic evidence may be required. Furthermore we cannot replace or refund any disposables that have been thrown away or discarded. 

Batteries / Mods
Batteries and Mods have a finite life span depending on usage. They each have a 30-day warranty starting from the purchase date. This warranty is void if the item has been broken due to misuse or mishandling. General wear and tear are not covered in the 30-day warranty but please contact us with any concerns about wear and tear or cosmetic damage. If you believe your battery is faulty, please contact us stating the fault and we will assess your problem. If the issue is the manufacturer's fault we will replace the battery. You may be required to return the battery to us for assessment, if we do not request the battery back we will provide you with safe disposal tips which must be followed and we hold no liablity for any injuries incurred by incorrect disposal.

Battery Chargers / Cases / Docks / Leads / Wall Adaptors
All chargers sold are covered by a 12-month warranty from the date of purchase. The item must have been purchased as a separate item, and not part of a vape kit. If an item has an electrical fault such as, but not limited to, failure to emit charge, we will replace it. If the charger is deemed to be faulty due to user error or mishandling the warranty will be void. To process a warranty claim must return the item in question.

Warranty Exceptions
For clarity, all warranties outlined above do not apply to:

  • Fair wear and tear
  • Wilful damage, abnormal storage or working conditions, accident, negligence by you or by any third party
  • Failure by you to operate or use the products per instructions
  • Failure by you to carry out normal maintenance of the products including regular cleaning of components and connectors
  • Any alteration or repair by you or by a third party who is not one of our authorised repairers, or
  • Any specification provided by you

This does not affect your legal rights concerning products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.