Our Return Policy

At Candy Cloud, we want you to be completely satisfied with your purchase. If you're not happy with your order, you can return most items within 7 days of receiving your purchase. To be eligible for a return, the item must be unused, in its original packaging, and in resalable condition.

To initiate a return, simply contact our customer service team with your order number and reason for return. Once approved, you will receive instructions for returning the item. Please note, items marked as final sale or opened products are not eligible for return.

Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.

Our Return Policy.

At Candy Cloud, we are committed to providing you with the best shopping experience. If you're not completely satisfied with your purchase, we offer a straightforward and hassle-free return policy to make returns as easy and convenient as possible.

1. Return Eligibility

You can return most items purchased from Candy Cloud within 7 days of receiving your order. To be eligible for a return, the following conditions must be met:

  • The item must be unused, in its original condition, and in the same packaging it was delivered in.
  • The item must not show any signs of damage or wear and tear.
  • Any accessories, manuals, or free gifts included must be returned with the product.
  • Products marked as final sale or non-returnable (such as opened products) cannot be returned.

Please ensure all returned items are securely packaged to prevent damage during shipping. Candy Cloud is not responsible for items lost or damaged during return transit.

2. How to Return an Item

To initiate a return, follow these steps:

  1. Contact Us: Reach out to our customer service team at support@candycloud.ie within 7 days of receiving your order. Include your order number, the product(s) you wish to return, and the reason for the return.
  2. Return Authorization: After receiving your request, we will send you a Return Authorization and detailed instructions on how to return the item(s).
  3. Return the Product: Ship the product back to us using a trackable shipping method. You are responsible for the return shipping costs, unless the item is faulty, damaged, or incorrect.
  4. Refund or Exchange: Once we receive the returned item(s), we will process your refund or exchange. If the return meets the criteria, we will issue a refund to your original payment method within 7-10 business days. Alternatively, if you requested an exchange, we will send the replacement product as soon as possible.

3. Return Shipping Costs

  • Standard Returns: Unless the product is faulty, damaged, or incorrect, the customer is responsible for the return shipping costs.
  • Faulty or Incorrect Items: If you receive a damaged or incorrect item, Candy Cloud will cover the return shipping cost. Contact us immediately, and we'll provide a prepaid return label.

4. Refunds and Exchanges

  • Refunds: Once your return is processed, we will issue a refund to your original payment method. Refunds may take 7-10 business days to appear on your account, depending on your bank or payment provider.
  • Exchanges: If you prefer an exchange, indicate this in your return request. We will send the replacement item as soon as we receive the returned product, subject to availability.

5. Damaged or Defective Items

If you receive a damaged or defective item, contact us within 5 days of delivery. We will assist you in returning the product and will arrange a replacement or refund. Please provide photos of the damage or defect to help us process your request faster.

6. Items Not Eligible for Return

Certain products are non-returnable due to health and safety reasons, or because they are sealed for hygiene purposes. These include:

  • Opened products or media (e.g., vapes, opened packages).
  • Items with broken seals or packaging.
  • Products marked as final sale or non-returnable.

7. International Returns

At this time, we only accept returns for orders shipped within Ireland. We do not offer international returns, but we hope to expand our services in the future.

8. Customer Service

If you have any questions about our return policy or need assistance with a return, don’t hesitate to contact our customer service team. We're here to help!

Email: support@candycloud.ie