RETURN POLICY

The High Cloudz Return Policy is crafted to provide the customer with a means of resolving product issues. While we try very hard to address your concerns to the best of our ability, resolution does not always result in replacement.

If you have an issue with your order, please contact us. High Cloudz will take your issue into consideration and attempt to come to a fair resolution. You may fill out our Contact Us form.

Many products in our industry are NOT covered by warranty either by the manufacturer or by High Cloudz. These may include but are not limited to the following:

• Ejuice/Eliquid: taste is subjective and subject to device, temperature, steeping methodology, etc.
• Hardware that was sealed by mfg and has been opened, with the exception of DOA products
• Hardware that was not sealed by mfg (and/or used) hardware, such as Drip Tips
• Replaceable Coils
• Rebuildable products (RDAs, RTAs, RBAs, etc.)
• Components included with a product (tank glass, o-rings, etc.)
• Batteries: due to the sensitive nature of this product, batteries are not warrantied for any reason, as manufacturer defect vs. consumer misuse is nearly impossible ascertain

E-juice Returns

High Cloudz does not accept returns on e-liquid for any reason. If you have received a bottle of juice in the wrong flavor, nicotine level, or VG/PG ratio, please contact us within 7 days of receiving your item.

Hardware Returns

Please contact High Cloudz Customer Service within the following specified timeframes prior to returning any hardware product. Products received without first contacting customer service will be disregarded.

Due to the sensitive nature of the products used in our industry, High Cloudz will only accept hardware returns for the following reasons:

Exchange……………………….within 90 days from date of purchase

Wrong Item Received…..within 7 days of receiving product

DOA Product…………………within 48 hours of receiving product

Please note that customer service may ask for pictures or other documentation on the product before approving the return. Sending pictures with your initial contact may expedite your claim.

Exchange – Unopened, unused items may be eligible for exchange in the form of store credit. Eligible products in  unopened, unused condition may be returned at any time during the first 90 days. The items must be in new condition. Return shipping cost will be the responsibility of the customer. Items returned in unacceptable condition will be held without refund and returned to the sender at the sender’s expense. The cost of the initial shipping charge incurred by the customer during the original purchase is not eligible for refund or credit at any time.

Wrong Item Received – In the unlikely event that you should receive an item that is not what you ordered, customer service will issue a prepaid return label. This is sent to the email address on your account for you to print out and affix to your return package. Once the item is received and processed, the correct item will be shipped out to you. All wrong items must be returned unopened. If the item is opened, it will not be accepted for return.

DOA – DOA stands for “Dead On Arrival”. The definition of DOA is an item that is completely non-functional upon receipt or an item that does not function in a manner in which it can be used. Minor cosmetic damage exclusive to the product manufacturer, buttons that rattle, a USB port intended for firmware updates that does not charge batteries, or missing content from the sealed packaging are examples of, but are not limited to, conditions that do not constitute a DOA item.

Should you receive a DOA item, you must contact High Cloudz customer service within 48 hours of receiving the product. A customer service representative will attempt to determine the status of your product through a series of questions and requests for photos. This is not an interrogation but simply a means of determining the problem with your product. Should your item be deemed DOA, we will issue a prepaid label to return the product. DOA returns must be returned in unused condition with no signs of wear and tear. Items returned that do not meet this criteria will be rejected. Once the item has been received and approved, a replacement item will be shipped out to you.

Checklist for Returning Your Item

1. Before you can return an item for any reason, you must first contact customer service. Items returned without prior notice will be returned at the sender’s expense.
2.  Items for return must be properly packaged to prevent damage while in transit. We recommend using padded envelopes and bubble wrap. Improperly packaged or damaged-in-transit returns may be subject to rejection. In the case that we issue a return label for your product, you must use a Flat Rate Priority bubble mailer or the post office may not honor the postage. These may be available from your local post office and can be ordered and delivered to your home at no cost from www.usps.com.
3. Please allow 2-5 business days after arrival at our facility for your return to be processed
4. All original product parts, packing material, and instructions must be included with the product. Missing items may subject the return to rejection.
5. Unless an exception has been approved at the time you receive your return label, your return package must be postmarked within 48 hours of receiving your pre-paid return label.

High Cloudz will only replace defective items with working items of the exact same model, of same or similar color based on available inventory. In the event that the item you are returning is out of stock and a suitable replacement is not available, a full refund for the amount of the item alone will be issued in the form of store credit.

In the case that your hardware is not covered by the manufacturer’s warranty policy and we believe it may be helpful, we may offer to troubleshoot your device in-house. Postage would be at the buyer’s expense and no guarantees are made on the result of these efforts. Return postage of your equipment is at our discretion.

Packages/Items Damaged in Transit

Should your package be damaged by the shipping carrier in transit to you, do not open it. Instead, please reject the delivery immediately by telling the carrier in person or by returning it to the Post Office immediately, and then contact us. This will clear you of any responsibility, however, this can only be done with unopened packages. If you have already opened it, please contact High Cloudz customer service within 24 hours of receiving your package. Please include detailed pictures of the damage to the package. At that time, a customer service representative will determine what action should be taken.