Return Policy

At Cloud 5, we strive to ensure customer satisfaction with every purchase. This Refund Policy outlines the terms and conditions under which refunds, returns, and exchanges are processed. By purchasing from our website, you agree to the terms outlined in this policy.

Due to the nature of cannabis and related products, we generally do not accept returns. However, refunds or replacements may be issued under the following circumstances:

• Damaged or defective products upon delivery
• Incorrect items received
• Issues related to product quality (subject to review)

Refunds are not granted for:

• Change of mind
• Customer misuse or improper storage of products
• Orders where the customer fails to provide proper identification at the time of delivery
• Late delivery due to factors beyond our control (e.g., weather, traffic, or third-party courier delays)

If you believe you qualify for a refund or replacement, please follow these steps:

• Contact our customer support team at [email protected] within 48 hours of receiving your order.
• Provide your order number, a brief description of the issue, and photographic evidence (if applicable).
• Our team will review your request and respond within 2-3 business days.

If your refund request is approved, we will process it as follows:

• Refunds will be issued to the original payment method used for the purchase.
• Processing time may vary depending on your bank or payment provider but typically takes 5-10 business days.
• If a replacement is requested instead of a refund, we will arrange for a new product to be delivered at no additional cost.

In certain cases, partial refunds may be granted, such as:

• If only part of an order was defective or incorrect
• If the issue does not completely prevent the use of the product but affects its quality or usability

The following items are non-refundable and non-exchangeable:

• Opened or used cannabis products
• Perishable goods
• Items purchased on sale or promotional discounts
• Gift cards

• Orders can be canceled only if they have not yet been processed or shipped.
• If your order has already been dispatched, it cannot be canceled, but you may be eligible for a refund under the criteria mentioned above.
• To cancel an order, contact our support team as soon as possible.

If a refund cannot be issued to your original payment method, we may offer store credit of equivalent value. Store credit can be used for future purchases and does not expire.

• Exchanges are permitted only for defective or incorrect items.
• Customers must return the original product before a replacement is dispatched.
• If the replacement product is out of stock, we may issue a refund instead.

• If an item needs to be returned, we may provide a prepaid shipping label.
• If a customer chooses to return an item without prior approval, they will be responsible for the return shipping costs.
• Items returned without proper authorization may not be eligible for a refund.