Thank you and we hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a refund, store credit, or an exchange.
Please see below for more information on our return policy.
RETURNS
All returns must be initiated within 48 hours of the delivery date. All returned items must be in new and unused condition, with all original tags and labels attached. All items damaged during shipping must be covered by the shipping insurance offered at time of checkout in order for Cloud Cat to replace or refund those items (please see "Shipping Damage" below). Any return items that are defective or damaged must have photos sent to customer support (please read "Exceptions" and "Defects or Shipping Damage" below).
Please make sure you return the package within 5 days of the shipping label date. After 5 days, the shipping label is void and the process needs to start again. 14 days from the delivery date, we will no longer accept returns of any kind and we will not be able to offer any refunds.
RETURN PROCESS
You can initiate a normal return on any unused items within 48 hours of delivery for either (1) a store credit with free return shipping, (2) exchange for a different item valued at the same price with free return shipping costs, or (3) a refund to your original payment method for a $7.10 shipping fee that would be deducted from the overall refund. Items must be returned in new and unused condition. No exceptions.
To return a non-damaged and unused item, email our support team at [email protected]. Once the return has begun, place the item securely in its original packaging with proof of purchase, and use the return label provided to you by customer service to return the unused item.
Please note, you will be responsible for return shipping charges under certain circumstances. Please see "Exceptions" below for more details. We strongly recommend that you use a trackable method to mail your return if we are not providing you with a shipping label.
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return or exchange accordingly. Please allow at least two (2) business days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.
EXCEPTIONS
The following items cannot be returned or exchanged:
Used items cannot be returned under any circumstances.
• If you return an item to us that has been used, no refund will be issued and we will not be able to return the item to you.
• Items that include tamper-evident technology on the packaging are not eligible for return if they have been opened or the tamper-evident seal has been broken.
• Items that come in boxes or packaging from the manufacturer must be returned in their original box or packaging. If items are returned without the original box or packaging, only a 50% refund will be issued.
• If a returned item arrives to us broken, we can only issue a partial refund of 50% of the broken item. Many of the items we sell are breakable. Please pack your returns with care. There should be sufficient packaging material in the box you receive from us to be used for return shipping.
• We ask that you report defects or shipping damage with photos within 48 hours of delivery. See "Manufacture Defects” or “Shipping Damage" instructions below. After 48 hours, all sales are final. Please send photos of the defects or shipping damage to [email protected].
MANUFACTURE DEFECTS
Used items cannot be returned, so please inspect your items before using them. Please do not load any herb or concentrates into products until you have tested they're working properly. For glass, this can be a simple water test. For electronics, make sure the chamber heats properly before loading. We cannot accept items that have been used (even just once). If you are not sure how to conduct any of these tests, please call, email to contact us and we will be happy to help.
If you notice an item you purchased is defective upon inspection, please make sure you take multiple photos of the defective item and email it to [email protected] within 48 hours of delivery. In the email, be sure to tell us your full name and order number with any details.
Please do not discard any original packaging or the shipping box. The defective item(s) need to be returned to us in order for us to send you a replacement or give a refund. Once the replacement process starts, we will email you a return label for the defective item within 24 hours to be returned. After receiving your return and inspecting the condition of your item, we will process your refund accordingly.
Please make sure you send the package back within 5 days of the label shipping date. After 5 days, the shipping label is void and the process needs to start again. After 14 days from the original delivery date, we will no longer be able to accept returns on defects or shipping damage and we will no longer be able to offer any refunds.
SHIPPING DAMAGE
We now offer shipping protection insurance for lost or damaged packages caused by shipping. If the item arrived broken, you must have purchased the Shipping Protection at checkout in order for us to be able to accept a claim so we can replace or refund your item.
If you opted out of the shipping insurance at the time of purchase, Cloud Cat is not liable for any shipping damages or lost packages. You must file a claim directly with the carrier.
If you did purchase the insurance at checkout and need to file a claim, follow the instructions here.
Note: If you purchased the shipping insurance, you will be covered for lost shipments. If you opted out of purchasing the shipping insurance, you will not be covered and Cloud Cat is not liable for any damages or lost orders during shipping. You can read more about shipping insurance here.
CANCELLATION POLICY
If you decided you changed your mind, we are happy to cancel your order. Please email us at [email protected] with your order number, and that you would like to cancel the order. If you cancel your order BEFORE 5PM (MST) the day you placed the order, the cancellation is free. If you cancel your order AFTER 5PM (MST) the day you placed the order, there will be a 6% cancellation fee. No exceptions.
If your order has already shipped, it will have to go through the return process once you've received your package. You can read more about how to make a return and to start the process above on this page. If your order has not yet shipped but has already been packaged with our shipping department, there will be an additional $5.99 restocking fee that will be deducted from the return.
QUESTIONS
If you have any questions concerning our return policy, please contact us at:
• Email: [email protected]
• Online contact form: https://cloudcatstash.com/pages/contact
