Return Policy

We care about our customer's experience when they shop with us, and we want nothing more than to provide a high-quality and reliable service.

Our return policy allows for returns within 14 days of purchase or delivery for items that are DOA (Dead on Arrival) or unopened, provided they are in their original manufacturer packaging. This policy does not apply to items listed as final sale.

For sanitary reasons, as well as the fact that many vaping products are consumable and the return of excise stamped products is problematic, we regret to inform you that a majority of the items we sell are deemed as final sale.

We highly appreciate the loyalty of our customers and strive to ensure their satisfaction with our products. When it comes to returns, we consider each case individually. Our ultimate goal is to assist you in the best possible way, and we sometimes even exceed our warranty conditions when we find our customers' requests reasonable.

Final Sale Items Include:

  • E-Liquid
  • Disposable Vapes
  • Pre-filled E-Liquid Pods
  • Coils
  • Replacement Pods
  • Tanks
  • Glass
  • Drip Tips
  • Batteries


What is covered under warranty:

  • DOA Dead-on-arrival devices
  • Manufacturer defects
  • Battery issues (won't hold a charge, short circuit, etc.)
  • Display failure
  • Auto-firing (I.e. device malfunctions and heats up on its own)
  • Electronic chip malfunctions
  • Charging port issues



What is NOT covered under warranty:

  • Consumable items such as e-liquid, pre-filled pods, disposable vapes, coils, replacement pods, and batteries are final sale and cannot be returned.
  • Replacement parts like drip tips and vape tank glass are non-returnable and not covered by warranty.
  • Our return policy does not extend to cosmetic wear and tear resulting from regular usage.
  • Our return policy does not cover personal flavour preferences such as not liking the flavour, experiencing a burnt taste, or finding the flavour too weak.
  • Items that have been modified or attempted to be repaired.
  • Damage caused by improper usage.
  • Short-circuited coils.
  • Leaking tanks and pods are not covered under warranty.
  • Damaged 510 threads due to overtightening or cross-threading.
  • Damage resulting from excessive force, dropping, or abuse is not covered under warranty.
  • Water damage, fire damage.
  • Our return policy does not cover damage resulting from failure to follow the user manual.
  • Buttons that are rattling or sticking.
  • If the purchase or delivery of any item was made more than 14 days ago. 

 

RETURN SHIPPING COST

We'll cover the shipping costs: If you need to return an item under our warranty or due to our error, we'll send you a prepaid return shipping label at no extra cost. We'll also send you a link to print your prepaid label and sign up for email updates on your return status.

You’ll pay the shipping costs: If you want to return an item that's unused, unopened, and still in its original packaging. Assuming the item was received as intended and isn't a final sale item, you'll be refunded the subtotal, including any applicable taxes. However, please note that the original shipping cost and the cost of shipping the item back to us may be deducted from the total refund amount.

UNDERAGE PURCHASE

All orders that we ship require proof of legal vaping age in your province or territory. You can either send us a photo of your ID or present your ID to the shipping courier upon delivery. If the shipping courier cannot verify your age and sends the package back to us, you will only be eligible for a refund minus the cost of shipping the order to you. Additionally, the cost of shipping the package back to us will be deducted from the refund, along with a 25% restocking fee and any applicable payment card processing fees. So, if you are underage, please do not order, or you will lose your money.

DISPOSABLE VAPES

It's worth noting that disposable vapes are not subject to any warranty coverage. Furthermore, they are considered final sale and are not eligible for returns or exchanges. If your item is non-functional upon arrival, you must notify us within 24 hours of delivery with a video that captures all of the original packaging and the device malfunction.

PRODUCT EXCHANGES

Only products that are DOA (Dead on arrival) or covered under warranty will be eligible for an exchange, The exchange will be for the same product, with the same colour and specifications. However, exceptions may apply in case the product is no longer available or is actively stocked.

MISSING / WRONG ITEMS

In case there is an error during the fulfillment process, and we end up shipping the wrong product or missing items in your order, please get in touch with us within 48 hours to initiate a claim. You can simply send a brief email to contact@cloudislandvapour.ca to start the process. We understand that mistakes can happen, and we always fix them as quickly as possible.

Incorrectly received items must returned to us to receive an exchange. We will provide you with a prepaid shipping label at no expense to you.

RETURN AUTHORIZATION

Before printing a return shipping label, you must contact us to obtain a Return Authorization Number. This number will allow you to access our portal and print a prepaid return shipping label.

REFUNDS & CREDIT

When a refund is requested, it will be issued via the original payment method. This means that the funds will be returned to the same credit card, debit card, or e-Transfer account that was used for the initial payment.

HOW TO MAKE A RETURN

1. Contact us, provide the order number and product name, and explain the issue. Attach videos or pictures if necessary.

 


2. Once we have reviewed your inquiry we will determine if you are eligible for a return.

 


3. If you are eligible to return an item, we will provide you with a return authorization number along with a link to obtain a shipping label. You can choose to print the label at home or present a QR code at the post office and they will print the label for you.



4. Please ensure that you securely pack all the items back into the original shipping box, including the packing slip, packing material, and all product contents, including any boxes or wrappers. Also, use proper 2" wide clear packing tape to firmly attach the shipping label to the box. In case you don't have enough tape or a printer, you can take the QR code to a nearby Canada Post office, and they will be happy to print the label for you.



5. Once your return has been dropped off at Canada Post wait for us to receive the return. We will thoroughly examine the product for the reported fault. If our inspection reveals that the product is free from any manufacturing defect and is fully functional as per its intended design, you will be required to cover the shipment expenses for the product to be returned to you.



6. Upon inspection, we will send you an email notification. If the product return matches the reported issue, we will process a refund, credit, or exchange.