Refund and Returns Policy
REFUND POLICY
7 DAY REFUND GUARANTEE
*You can submit refund requests within 7 days of your items been delivered! You can do it by sending a message on orders@houseofclouds.co.za
*All return shipment costs will be at customers cost
* All vape mods come with a 3 month warranty (Kindly keep your proof of purchase)
WHAT ARE THE CONDITIONS THAT NEED TO BE MET TO EXCHANGE/RETURN A PRODUCT?
Our Products may only be exchanged/returned if they meet the following conditions:
- The product is still it its original packaging and is not damaged in any way
- All accessories that came with the product are intact and nothing is missing
The exchange/return is logged within 7 days (after the date of delivery).
HOW DO I LOG A RETURN/EXCHANGE?
Once you have met the conditions of logging an exchange or return, kindly fill in the return/exchange form online. Our team will then contact you to facilitate the process of logging a return.
ARE THERE ANY COSTS ASSOCIATED WITH RETURNS/EXCHANGES?
- A small Admin & Handling fee of R50 will be charged for orders that need to be returned.
- With regards to exchanges, the courier charges relating to pick-up and re-delivery would need to be paid by the customer. Therefore, we recommend that customers should always view our size chart prior to placing an order.
ORDER CANCELLATION
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
REFUNDS
Just let us know and we will provide a return address and a replacement or refund as preferred.
*All return shipment costs will be at customers cost
If you are unsatisfied with your order – please contact our support and we will do our best to help you out!
Customers will be responsible for paying return shipping costs.
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Customer will be responsible for shipping costs