Return & Refunds

Contact Us

Effective Date: 01/01/2026
Website: thcvapecloud.co.uk
Business Name: THC Vape Cloud
Email: sales@thcvapecloud.co.uk
Address: London, UK

1. Overview

At THC Vape Cloud, we want you to be clear about your rights and our returns process before you place an order. This policy explains how returns, cancellations, replacements, and refunds work for products purchased through thcvapecloud.co.uk.

This policy does not affect your statutory rights under UK consumer law. If an item is faulty, not as described, or does not do what it is supposed to do, you may be entitled to a refund, repair, replacement, or other remedy.

2. Cancelling an Online Order

If you buy from us online, you generally have the right to cancel your order for any reason within 14 days from the day after you receive your goods. After telling us that you want to cancel, you then have a further 14 days to return the item to us.

To cancel an order, email us at sales@thcvapecloud.co.uk and include:

  • your full name

  • your order number

  • the item or items you want to cancel

  • the date you received the order

We recommend contacting us before sending anything back so we can provide return instructions.

3. Returns for Unwanted Items

If you are returning an item because you changed your mind:

  • the return request must be made within 14 days of receiving the order

  • the item must then be sent back within 14 days of your cancellation notice

  • the item should be returned unused and in its original packaging where reasonably possible

  • you must take reasonable care of the item while it is in your possession

Customers are allowed to handle items in a similar way to how they would inspect them in a shop. However, if an item has been used beyond what is necessary to inspect it, a deduction from the refund may be made.

4. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, not as described, or not fit for purpose, please contact us as soon as possible at sales@thcvapecloud.co.uk with your order number and details of the issue.

Where goods are faulty or misdescribed, UK law gives consumers statutory remedies. GOV.UK states that a full refund must be offered where an item is faulty, not as described, or does not do what it is supposed to do. If a customer returns an item within 6 months, the seller generally must repair or replace it unless the seller can prove the item was not faulty when sold.

Where appropriate, we may ask for:

  • photographs of the issue

  • a brief description of the fault

  • return of the item for inspection

5. Items That May Not Be Returned

We may be unable to accept returns for certain items unless they are faulty. This can include:

  • personalised or custom-made products

  • perishable goods

  • sealed goods that are not suitable for return for health or hygiene reasons once opened

  • any other item excluded from cancellation rights under applicable law

Where such exclusions apply, they should be clear on the product page or at checkout. UK guidance specifically lists personalised goods, perishables, and sealed hygiene-related items once opened among the common exceptions.

6. Age-Restricted Products

For age-restricted items, including any products that require legal age verification, we may refuse returns, cancellations, or delivery where legal requirements are not met or where age verification cannot be completed.

If your order is cancelled before dispatch because age verification fails, any payment taken will be refunded to your original payment method.

7. How to Return an Item

To start a return, email sales@thcvapecloud.co.uk with:

  • your full name

  • your order number

  • the item or items you wish to return

  • the reason for the return

If your return is accepted, we will provide instructions for sending the item back.

Unless the item is faulty, incorrect, or not as described, you may be responsible for the direct cost of returning the goods.

8. Refunds

Once your returned item is received and checked, we will process any refund due to your original payment method.

For cancellations made within the legal cooling-off period, refunds are generally due within 14 days of receiving the returned goods. If you paid a standard delivery charge, that basic delivery cost must usually also be refunded. If you selected a more expensive delivery option, we only have to refund the standard delivery cost.

We may reduce the amount of a refund for unwanted items if the goods show signs of handling beyond what is necessary to inspect them. GOV.UK states that fees generally cannot be deducted unless the item has been used or damaged.

9. Exchanges

We do not guarantee direct exchanges. In most cases, the simplest option is to return the original item and place a new order, unless the item is faulty or we agree otherwise.

10. Proof of Purchase

We may ask for proof that you purchased the item from us before processing a return, refund, replacement, or other remedy. GOV.UK notes that this can be a receipt or other evidence such as a bank statement or packaging.

11. Delayed or Missing Refunds

If you believe your refund is delayed:

  • check your bank account again

  • contact your card provider or payment provider

  • then contact us at sales@thcvapecloud.co.uk

Refund processing times can vary depending on your payment provider.

12. Contact Us

If you have any questions about returns or refunds, please contact:

THC Vape Cloud
London, UK
sales@thcvapecloud.co.uk