Refund policy

RETURNS & REFUNDS POLICY — CURIOUS CLOUDS

E-Liquids
Please note that opened e-liquids cannot be returned due to hygiene and safety reasons.

 

Coils & Pods
Coils and pods are regarded as consumable items and therefore carry no warranty or guarantee.

IMPORTANT INFORMATION
Please use a door-to-door courier when sending returns.

We do not collect items from post offices.

We do not offer loan devices.

USB ports are not covered outside of the 7-day product exchange period.

Orders that remain unpaid for more than 24 hours, unless otherwise arranged with management, will be automatically cancelled.

Proof of payment must be emailed to vape@curiousclouds.co.za — please do not rely on banking apps to send it on your behalf.

INSPECTION OF GOODS
The purchaser must inspect their order upon delivery and notify Curious Clouds of any damage, missing items, or discrepancies within 24 hours of receiving the parcel.

Please ensure products are checked before opening.

All issues must be reported immediately via email to vape@curiousclouds.co.za

Failure to notify us within 24 hours will be considered acceptance of the goods.

 

RETURNS WITHIN 7 DAYS
If the purchaser wishes to return a product for any reason, this may be done within 7 days of receiving the order.

All returned goods must be unused and in their original condition.

Curious Clouds will refund or replace the item(s); however, shipping fees cannot be refunded unless the error was on our side.

 

MANUFACTURING FAULTS & WARRANTY CLAIMS
Should you wish to claim for a possible manufacturing defect, the item must first be returned to Curious Clouds after receiving approval from one of our store managers.

If the item is found to have a legitimate manufacturer fault within the warranty period, it will be repaired or replaced.

Please note that under the Consumer Protection Act, Curious Clouds has up to 20 working days to assess and process the device, although we will always aim to resolve it sooner.

Items sent back remain the customer’s responsibility until signed for in-store. All returns must include all parts, accessories, and proof of purchase or order number.

If damage is found to be caused by user negligence, the cost of returning the product to the purchaser will be for the purchaser’s account.

Curious Clouds follows the manufacturer warranty guidelines, and no warranty claim will be approved if the product has been misused or used contrary to the manufacturer’s instructions.

 

7-DAY REFUND POLICY
We offer a 7-day exchange policy for products the purchaser believes may be faulty. Refunds will only be issued once all steps have been taken to troubleshoot or resolve the issue.

If a refund is requested, the return shipping cost is the purchaser’s responsibility, and the refund will be processed once the item is received in-store in good condition with all components included.