We want you to be completely satisfied with your purchase. If for any reason, you are dissatisfied with a product purchased from our site, we ask you to please contact our customer service department as soon as possible and we will do everything in our power to resolve the issue.
If your package has arrived damaged please contact us as soon as possible, but no later than 48 hours after delivery, so we can claim this to the carrier. In this case the new package will be shipped to you as soon as possible free of charge.
In case a received product is defective please contact us as soon as possible, but no later than 5 days after delivery. We will replace the item at no cost to you if we receive the defective item in its original packaging.
Most products can be returned for either a Refund or Replacement for the same item. All refunds are subject to 15% restocking fee.
If the purchased item comes with a manufacturers warranty, then it can be denied for return.
Premium Products Return Policy
All premium products returns are subject to our normal return conditions outlined above plus the following:
- In order to qualify for a full refund on a box or bundle, the entire box or bundle has to be returned in unopened and re-sellable condition.
- If you wish to return an opened box with missing products, the return will be treated on a case-by-case basis and is only subject to a partial refund, which cannot exceed 85% of the original purchase price minus original shipping.
- After a return has been approved please send the products back to us promptly to ensure that they arrive in the same condition as you received the. In general, products have to ship out no later than 2 weeks after receiving return authorization.
To initiate a return, please contact our customer service department via our toll free number or via email.
If you wish to return a purchased product to us, in order to make your return simple and prompt, we ask you to please follow these easy instructions:
- Contact our Customer Service representative. Please follow this link to Contact Us information.
- Request RMA (Return Merchandise Authorization)
- Buyer is responsible for returned shipping charges
- Send item(s) back to Cloud Tobacco. Please make sure that RMA is clearly displayed on the package’s box. We recommend using a courier who provides package tracking and basic insurance coverage.
- RMA Received
- You'll receive an email once your shipment is received at our RMA facility.
- You'll receive another email once your package has been opened and your RMA has been reviewed & approved. It usually takes 2-5 business days from the time we receive your shipment to review and approve your RMA.
- RMA Approved
- If you requested a Replacement, a new order will be generated once your RMA is approved. You'll receive standard email updates for the replacement order, just as you would for a newly placed Cloud Tobacco order.
- If you requested a Refund, a credit memo will be generated once your RMA is approved. You can expect the refund amount to be credited to your original payment method 3-5 business days later. The turnaround time for Refunds often depends on your bank's policies for making the funds available to you.
- The overall turnaround time for a return is about 5-8 business days from the time we receive the shipment; (that is, 2-5 business days for RMA processing and 2-3 business days to expedite your refund or replacement).