Returns Policy

Returns Policy

 

At Capital Clouds, we value our customers' satisfaction and aim to provide a seamless returns process. Our returns policy allows for returns within 14 days, provided the item remains unopened with the seal intact and in the same condition as when received. Please note that only full-price items are eligible for return; sale items are non-returnable.

 

To initiate a return and request a refund, kindly reach out to us via Whatsapp or email (hello@capitalclouds.co.uk). Alternatively, you can message us through your Capital Clouds account by simply follow these steps:

1. Log in to your account
2. Navigate to ‘My Account’
3. Access the ‘Messages’ section
4. Select ‘Ask a Question’
5. Provide your order ID, specify the item for return, and state the reason for the return.

 

For approved returns, we recommend ensuring secure packaging to prevent any damage during transit. Once we receive and inspect the returned product, a refund will be processed back to the original payment method used.

 

In the event that you do not receive the refund within 14 days, please do not hesitate to contact us. Your satisfaction is our priority, and we are here to assist you throughout the returns process.

 

Exchange

 

Regarding exchanges, the quickest method is to order your new item and return the original. Please note that opened items are not eligible for a refund. If you still wish to exchange, contact us via WhatsApp, email (hello@capitalclouds.co.uk), or message us through your account.

 

Faulty items

 

If you encounter any issues with your item during the 6-month warranty period, don't hesitate to contact us via WhatsApp, email (hello@capitalclouds.co.uk), or simply drop us a message through your Capital Clouds account. Kindly provide your Order number, specify the faulty item, and detail the issue you're experiencing with it.

 

Once we receive this information, our team will promptly assess the fault. If possible, we'll suggest solutions to rectify the issue. In cases where a fix isn't viable, we'll guide you on the process to return the item to us. Rest assured, if upon inspection we find the item isn't faulty, we'll return it to you at no additional cost.

 

For genuine faulty items, we'll cover your shipping costs for returns (up to £5) and arrange a replacement for you. Please bear in mind that while we aim to provide a like-for-like replacement, it may not always be feasible due to stock availability. In such instances, we'll offer alternative devices within a similar price range or issue a full refund according to your preference.

 

If you're seeking a replacement but wish to explore different options from the original item, feel free to inform us. We're here to assist and can explore alternative products that suit your needs and preferences. Your satisfaction is our priority, and we're committed to ensuring a smooth resolution for any faulty item concerns you may encounter.

 

As disposable devices fall under consumable, oral products, they are ineligible for return even in the case of a fault. Considering disposables' nature as consumables and for hygiene reasons, we are unable to accept them back for inspection or return.

 

We appreciate your understanding in this matter as we prioritise the health and safety of all our customers. If you have any concerns or require further clarification regarding this policy, please feel free to reach out to us.