Refund and Cancellation Policy
Return, Replacement, and Refund Policies
Upon delivery, check your order and contact us with any issues, as we cannot replace used items.
We have a strict NO RETURN POLICY on most of our products since they are consumables.
The following items will not be accepted nor refunded in any circumstances if opened or used:
-
E-liquids
-
Atomizers – such as RDA & Tanks
-
Disposable Vapes
-
Replacement Pods & Coils – if temper foil is broken
-
Spare Parts – Drip Tips, Glasses, O-Ring
For products that are defective or do not match our description, inform us within the first 3 business days after receiving your package.
You can contact us at the email support@hollywoodclouds.com with the following information:
​
-
Order number
-
Pictures of the product and issue
-
Description of the faulty item
-
A request for a refund or replacement
Replacement will be sent at no additional charge. There is no need to return by mail defective or non-matching products.
If you do, the delivery cost to return the products to us will be at your expense.
For security and health reasons we will discard any returned products.
​
Refunds will take between 5 to 7 business days. A refund will be issued using the same payment provider you used to pay for your order.
However, if we have determined that the item has been damaged by use, show sign of wear, or does not match your description of the issue, we reserve the right not to replace or refund the item. We will communicate with you the reasons for these events.
Unfortunately, products cannot be replaced or refunded because of damage caused by misuse or negligence.
​
Cancellation Policy
If you want to cancel an order, you must contact us by email or phone or fill out our cancellation request form on our website.
Your cancellation request must be made before 3:00 PM Easter Standard Time the same day your order was placed.
For orders placed after 3:00 PM Easter Standard time you'll have until the next business day at 3:00 PM Easter Standard time to request a cancellation.
We will not accept cancellation requests for orders that have already been shipped.
There is no need to provide a reason for cancellation.
Note that we cannot guarantee that the cancellation request will be accepted.
Since our objective is to process and ship orders as quickly as possible, ideally within the same day the order was placed, there is a high chance we'll have already shipped out your order the longer you take to request your cancellation.