Refund and Returns Policy
Our refund and returns policy is designed to be fair, fast, and easy to understand. Whether you received a damaged device, a wrong item, or just want to know your options, this page walks you through eligibility, timelines, and exactly how to start a return with Cloud Nova USA.
Our Refund and Returns Policy at a Glance
You can request a return within 30 days of delivery for most unopened hardware and accessories. Due to health and safety regulations, opened e-liquids and used coils/pods cannot be returned unless the item arrived defective. Visit your account dashboard to view eligible orders, or check our FAQ page for quick answers before reaching out to support.
What’s Covered Under Our Policy
Defective Devices
Faulty mods, pods, or batteries qualify for a full refund or replacement.
Wrong Item Shipped
We’ll cover return shipping if we sent you the wrong flavor or product.
Unopened Accessories
Sealed, unused accessories can be returned within 30 days.
How to Start a Return
1. Log in to My Account and select the order you’d like to return.
2. Choose a reason and attach a photo if the item arrived damaged.
3. We’ll email you a prepaid label if it’s eligible, or explain next steps if it isn’t. You can always browse fresh stock in our shop in the meantime.
Why Our Refund and Returns Policy Excludes Opened E-Liquids
Health regulations prevent us from reselling opened consumable products like e-liquids, coils, or pods once a safety seal is broken. This keeps every bottle you buy from our e-liquids collection guaranteed fresh and untampered. If a bottle arrives leaking or damaged, that’s still covered — just reach out through contact us with photos.
Return Eligibility by Item Type
| Item Type | Eligible for Return? | Timeframe |
|---|---|---|
| Unopened Devices/Mods | Yes | 30 days from delivery |
| Opened E-Liquids | Only if defective/damaged | 7 days from delivery |
| Used Coils/Pods | No | Not applicable |
| Unopened Accessories | Yes | 30 days from delivery |
| Wholesale Orders | Case-by-case | See wholesale terms |
Refund and Returns Policy FAQs
How long does a refund take once approved?
Once we receive and inspect your return, refunds are issued to your original payment method within 5-7 business days.
Can I exchange an item instead of getting a refund?
Yes — just note that you’d like an exchange when you start your return in My Account, and we’ll ship the replacement once the original is on its way back.
What if my order arrived damaged?
Contact us within 7 days with photos of the damage and we’ll send a replacement or full refund — no need to wait for a formal return label first.
Who pays for return shipping?
We cover shipping costs for defective items or our errors. For change-of-mind returns on eligible unopened products, return shipping is the customer’s responsibility.
Consumer Rights Beyond Our Refund and Returns Policy
In addition to our own return policy, U.S. shoppers have baseline protections under the FTC’s consumer protection guidance, and product safety information for vaping devices is available from the FDA. We encourage every customer to review both our policy and these resources so you know exactly where you stand.
Need to Start a Return?
Log in to your account to begin, or reach out to our support team with any questions about our refund and returns policy. Ready to shop again? Explore our full shop.