Refund policy

Returns & Refunds Policy

At Hillcrestclouds, we prioritize your satisfaction. Should your order not meet your expectations, we are committed to resolving the issue fairly and efficiently. Please review this policy thoroughly before initiating a return or refund request.

1. Damaged Items

If your package arrives in a damaged state, please alert our team immediately. You may return damaged goods to one of our physical locations within 48 hours of delivery or purchase. We strongly suggest inspecting your items upon arrival to ensure any issues are reported within this window.

2. Faulty or Defective Goods

We maintain rigorous quality standards. If you receive an item you believe is defective, please follow these steps:

  • Notify our customer service team right away.
  • Provide your order number and a concise description of the issue.
  • We may request photographs or a short video of the fault for our assessment.
  • Upon verification of the defect, we will provide a store voucher equivalent to the product's value for a replacement order.

3. Incorrect Items

If you receive the wrong product, please inform us as soon as possible. We will facilitate a replacement at our earliest convenience, or issue a full refund for the item if you prefer not to receive a replacement.

4. Change of Mind Returns

You may be eligible to return products if you have simply changed your mind, provided they meet these criteria:

  • Items must be unused, sealed, and in original packaging.
  • The product must be in a condition suitable for resale.
  • Return shipping costs are the customer's responsibility.
  • Please include your order number, a brief explanation, and the shipment tracking number for your return.
  • Refunds are processed after the returned items have been inspected.

5. Statutory Rights & Goodwill Guarantee

  • Cooling-Off Rights: Under the Consumer Contracts Regulations 2013, UK customers have a legal right to cancel online orders within 14 days of receipt.
  • 30-Day Goodwill Policy: Beyond your statutory rights, we offer a 30-day goodwill returns guarantee. Eligible products must be completely unopened, sealed, and unused. This policy does not override your legal rights concerning damaged or faulty goods.

6. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Vape kits, accessories, or drip tips.
  • Used tanks, atomisers, or pods.
  • E-liquids, opened coils, or opened refillable pods.

7. Refund Processing

Approved refunds are issued to the original payment method.

  • Timeline: Refunds typically reflect in your account within 5–10 business days.
  • Delivery Fees: Shipping costs are non-refundable unless the item is faulty, significantly not as described, delivered late, or the order was cancelled before dispatch.

8. Order Cancellations

  • Before Dispatch: Contact us via email or Live Chat immediately to cancel your order for a full refund, including shipping.
  • After Dispatch: Once shipped, orders cannot be cancelled; however, you may follow our standard return process upon receipt.

9. Additional Refund Commitments

  • Lost Orders: If a courier verifies a package is lost in transit, we will issue a full refund.
  • Age Verification: Orders will be cancelled and fully refunded if requested identification is not provided.
  • Stock Issues: If items are out of stock, we will refund the value of the missing item(s).
  • Missing Items: If your order is incomplete, we will refund the value of the missing products; note that original shipping fees are not refunded in this instance.

10. Important Exceptions

  • We may offer a discount voucher (including shipping costs) for single-item claims; if a cash refund is chosen instead, shipping charges will be excluded.
  • Refunds for premium delivery options (e.g., next-day) are capped at the value of our standard shipping service.
  • If a product is found to have been used or damaged despite a prior refund being issued, we reserve the right to deduct appropriate costs.

Need Help?

Our support team is here to assist with any questions regarding your order.