Refund policy

At Klowd, we strive to provide our customers with high-quality products and exceptional customer service. We understand that occasionally, you may need to return a product. Please read our returns policy carefully to ensure a smooth and satisfactory experience.

1. Returns Eligibility:
1.1 Defective Products:
We will gladly accept returns for defective devices within 24 hours of the purchase date. Defective products are those with manufacturing faults or material defects that impair their performance.

1.2 Incorrect Items Received:
If you receive the incorrect product, please contact us within 7 days of receiving your order to arrange for a return.

2. Non-Returnable Items:
2.1 Used or Opened Products:
For health and safety reasons, we cannot accept returns on used or opened products unless they are defective.

2.2 E-liquids and Consumables:
E-liquids, coils, and other consumable items are non-returnable once opened or used due to hygiene reasons.

3. Returns Process:
3.1 Contact Customer Support:
If you believe you have a valid reason for a return, please contact our customer support teamvia WhatsApp on +27 69 687 9180 or email sales@klowd.co.za to initiate the return process. Provide your venue or order number, details of the issue, and any relevant photos if applicable.

3.2 Return Authorization:
Upon approval, we will provide you with a return authorization (RA) number and instructions on how to return the product.

3.3 Packaging:
Ensure the product is securely packaged to prevent damage during transit. Include the RA number on the package.

3.4 Return Shipping:
Customers are responsible for the cost of return shipping, except in the case of receiving incorrect items.

4. Refund or Replacement:
4.1 Refunds:
Upon receiving and inspecting the returned product, we will process a refund for the purchase price (excluding shipping costs) to the original payment method.

4.2 Replacements:
For defective items, we may offer a replacement or exchange at our discretion. Replacements will be shipped once the returned item is received and inspected.

5. Policy Changes:
This returns policy is subject to change without notice. Any updates will be posted on our website.

At Klowd, we value your satisfaction and aim to make the returns process as straightforward as possible. If you have any questions or concerns, please don't hesitate to contact our customer support team.