Return rules summary
- Returns accepted for 14 days
- Customer provides return shipping for change of mind
- Free returns service for faulty/damaged goods.
- No restocking fee
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. For cartridges and pods, they must still be unopened and sealed in its original packaging.
To start a return, you can contact us at shop@cannacloud.co.uk. Please note that returns address will be provided.
If your return is accepted, we’ll send you a returns address as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shop@cannacloud.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We offer replacements and refunds for faulty goods. Reach out and if your case is accepted we will send you instructions on how to use our free returns service. Once your faulty goods have been returned our team will inspect and confirm the fault before dispatching a replacement or refund. Replacement or refund choice will be given at the time of return.
Faulty/damaged goods inspection time frame will be dependant on the product.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Contact us should you want to do this.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method usually on the same business day. Please remember it can take some time for your bank or credit card company to process and post the refund too, which usually takes upto 5 business days.
If more than 5 business days have passed since we’ve approved your return, please contact us at shop@cannacloud.co.uk.