Returns Policy
You may return any product purchased in-store within 30 days from the date of purchase for a full refund. The following terms and conditions apply:
You must have a valid receipt as proof of purchase.
The product must be unopened, un-used, and in original packaging
All refunds will be made to the same payment method used to purchase the products.
In addition to our Goodwill Returns Policy above, we accept returns in accordance with your statutory rights governed by the Consumer Rights Act 2015. The information outlined below does not affect your statutory rights:
Proof of purchase is required to process any returns. Proof of purchase is classed as a Tewkesbury Clouds receipt. We will only accept bank statements as proof of purchase on returns of faulty products.
“Dead on Arrival” products must be reported within 48 hours of purchase
We cannot accept returns in cases where products have been used, stored, maintained or not charged in accordance with the manufacturer’s instructions that come with the product.
We cannot accept returns where the product has been damaged (accidentally or intentionally) or due to normal wear and tear of the consumable parts of any device.
We cannot accept returns where you have changed your mind.
We reserve the right to inspect the product in store, however if this is not possible, we may send the product away for further inspection and testing. Where we do so, we will confirm to you within 10 working days whether we agree that you are entitled to return the product.
Warranties and Product Guarantees
You may return any product purchased in-store within 30 days from the date of purchase for a full refund. The following terms and conditions apply:
You must have a valid receipt as proof of purchase.
The product must be unopened and un-used, in original packaging
All refunds will be made to the same payment method used to purchase the products.
If your product is faulty please note the below:
Devices:
On the return of faulty devices, we reserve the right to inspect the product in store. This may take up to 24 hours although some troubleshooting and fault analysis can be as little as 30 minutes. If this is not possible, we may send the product away for further inspection and testing. Where we do so, we will confirm to you within 10 working days whether we agree that you are entitled to return the product.
On testing in-store the following will be taken into consideration:
Date of purchase / the warranty period of the device
Presence of receipt and or proof of purchase
General wear and tear / the overall condition of the device
Whether the device has been tampered with in any way
Whether the fault is due to accidental breakage or damage such as, but not limited to; products that have been dropped or show clear signs of liquid damage
Whether damage to charging ports is caused by user error or accidental damage. These two situations may cause issues with devices charging and as such we will thoroughly inspect charging ports and pins within before accepting returns for a fault of this kind. If pins within charging ports are damaged this can only be due to user error, unless the device was “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase
Please note:
Devices with internal batteries / built in batteries have a 3-month warranty
Devices/Mods that use external batteries have a 6-month warranty
Batteries:
All batteries are considered consumable items and have a limited lifespan dependent on usage.
Batteries have a lifespan of approximately 150-200 charge cycles or 3 months and they are heavily dependent on usage. Batteries will become less effective over time and eventually they will need to be replaced.
Should you require more information regarding care and maintenance of a battery or devices with a built-in battery please contact a member of our store staff or consult the product instructions
Please note:
Devices with internal batteries / built in batteries have a 3-month warranty
Individual 18650 / 20700 batteries have a 3-month warranty
Tanks/Clearomisers/Semi Disposable Tanks:
Please keep in mind that some parts of the tanks regardless of make or capabilities are likely to wear out over time. Those parts will need to be replaced regularly to maintain good working order of the product.
Please note:
Subohm / Non-Disposable Tanks have a 30-day warranty
Semi disposable tanks such as the CE5, K1 or ETS are sold as limited use disposable devices due to hygiene reasons and as such have a 7-day warranty.
Disposable / Consumable Products
Please note:
All coils, replacement pods and disposable tanks are classed as a consumable/disposable product and as such have a variable lifespan. This can be anywhere between 2-14 days, but this is heavily dependent on liquid, power and usage. As such, these are only covered under a 48-hour warranty unless they were faulty at the time of manufacture or “dead on arrival” in which case the fault would need to be reported within 48 hours of purchase.