Delivery, Returns & Refunds

• Orders are prepared and dispatched only after payment has been authorised and any required checks have been completed.
• Local delivery may be available across selected Gloucestershire areas, including Gloucester, Cheltenham, and surrounding locations, subject to operational coverage and availability.
• Same-day delivery may be offered where reasonably possible, but all delivery windows are estimates and are not guaranteed.
• Delivery times may vary due to stock availability, traffic, weather, operational demand, driver availability, verification requirements, or peak trading periods.

• Couriers or Cloud Plug Ltd drivers may request valid photographic identification before handing over age-restricted goods.
• If age cannot be verified, delivery may be refused and the order may be cancelled or returned to us.
• You are responsible for ensuring that the recipient is aged 18 or over and available to receive the order at the supplied address.

• You must provide accurate delivery details, contact information, and any access instructions needed to complete delivery safely and lawfully.
• Orders may be delayed, cancelled, or treated as failed deliveries where you are unavailable, payment on delivery cannot be completed, safe access is not available, or age verification cannot be completed.
• Delivery charges may not be refundable once delivery has been attempted, unless your statutory rights require otherwise.

If you buy online, you may have statutory cancellation rights under UK distance selling rules. Those rights can be limited where sealed goods are opened after delivery and are not suitable for return for health protection or hygiene reasons.

If you wish to cancel or return an order, contact us before opening or using the goods. Unopened and resaleable items may be eligible for return, subject to product type, hygiene considerations, perishability, and any legal restrictions that apply.

For hygiene, safety, and compliance reasons, opened e-liquids, used vape kits, opened pods, opened coils, batteries removed from sealed packaging, perishable goods, and products with broken tamper seals are generally not eligible for return unless faulty or supplied in error.

If delivery fails because of incorrect address details, missed delivery attempts, inability to complete payment on delivery, or inability to complete age verification, any refund or redelivery decision will be handled in line with this policy and your statutory rights.

Please contact us within 7 days of delivery at [email protected] with your order number, a description of the issue, and supporting photographs or video where relevant if goods arrive damaged, faulty, missing, or incorrect.

Returned items are inspected before a refund, replacement, account credit, or other remedy is approved. Approved refunds are returned to the original payment method where possible. Processing times can vary by provider but are usually completed within 5 to 10 working days after approval.

If a product cannot be supplied, we will contact you with an alternative, partial shipment option, account credit option, or refund.