Home Returns Policy

Returns Policy



Returns cannot be accepted if you have not contacted us and received authorisation prior to the return.

Once we have authorised a return, we will ask that you print out our authorisation email and enclose it with your return, also including the following information:

  • Your full name and address
  • Your email address
  • Your original order number or customer number

If you are unable to print the authorisation email please ensure you still enclose a note with ALL of the information requested above as well as a note of the time, date, and title of the email we sent to you to authorise the return. If you do not do this, we will be unable to trace the return request and your replacement or refund will NOT be processed. 

The correct current address for returns will be advised to you in the authorisation email. Please ensure that the full and correct postage amount is placed on the package, you will be reimbursed for reasonable return costs only if we have agreed to do this on a faulty item and not any extra charges if you fail to put the correct postage amount on the package.

All authorised returns must be sent back to us within seven days of your return authorisation date.

If making a return during your 7-day cooling-off period, the Items returned must be in unused condition and in original and unopened packaging. The items will not be accepted if they do not meet these conditions or a restocking fee may be charged at our discretion. We recommend you appropriately insure any returns as we cannot be held responsible for lost or damaged returns. You will not be reimbursed for the original postage and packing or return costs if you return during your cooling-off period for any reason other than a fault.

E-liquids, cartridges and drip tips may not be returned under any circumstances for safety and hygiene reasons. Tanks, cartomisers and atomisers may not be returned if they have been filled/built/used, for safety and hygiene reasons. 


Cloud 9 Vaping is a division of Lime-IT Limited, registered in England Number 3964306. VAT Reg No. GB 979 5342 63.
Registered address: Mercer House, 15 High Street, Redbourn, HERTS AL3 7LE.
Trading Address: Unit 13, Anglo Business Park, Asheridge Road, Chesham BUCKS HP5 2QA

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