Refund and Returns Policy

Refund & Returns Policy

Last updated: 16 August 2026

At Cloud Empire Australia, we want customers to have a clear understanding of our returns, refunds, and order-issue process. This policy explains how we handle eligible returns and refund requests.

This policy operates alongside any rights you may have under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict, or modify a consumer guarantee or other right that cannot legally be excluded.

1. Change-of-Mind Returns

Because of the nature of vaping products and applicable health, safety, and regulatory requirements, we may not accept returns simply because a customer has changed their mind.

Before placing an order, please carefully review the product information, specifications, and applicable purchasing requirements.

2. Faulty or Damaged Products

If you receive a product that is faulty, damaged, defective, or does not match your order, please contact us as soon as reasonably possible.

To help us assess the issue, we may request:

  • Your order number

  • A description of the problem

  • Photographs or other evidence of damage where appropriate

  • Relevant product information

Where a product is covered by an applicable consumer guarantee, we will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.

Depending on the circumstances, an eligible remedy may include a repair, replacement, refund, or another remedy available under the law.

3. Incorrect Items

If you receive an item that is different from what you ordered, please contact our customer support team before returning the product.

We will review the order and, where appropriate, provide instructions for resolving the issue.

4. Damaged Orders

Please inspect your order when it arrives.

If your package or its contents appear to have been damaged during delivery, contact us promptly and provide photographs where possible. We will assess the matter and advise you of the next steps.

5. How to Request a Refund or Return

To request assistance, contact:

Email: [Customer Support Email]
Phone: [Phone Number]

Please include:

  • Your full name

  • Order number

  • Date of purchase

  • Product concerned

  • Description of the issue

  • Supporting photographs or information, where relevant

Please do not send products back without contacting us first and receiving return instructions.

6. Return Conditions

Where a return is approved, we will provide instructions regarding how and where the product should be returned.

Returned products may need to meet applicable legal, safety, and regulatory requirements. Certain products may not be eligible for return depending on their condition, use, packaging, or applicable law.

For health, safety, and compliance reasons, we may be unable to accept products that have been opened or used unless the return relates to a fault, defect, incorrect product, or another circumstance where a remedy is required under applicable law.

7. Refunds

Where a refund is approved, the refund will generally be made using the original payment method where practical.

The time required for the funds to appear in your account may depend on your bank or payment provider.

We will advise you of the outcome of your refund request once it has been assessed.

8. Shipping Costs

Where a product is confirmed to be faulty, defective, damaged, incorrect, or otherwise eligible for a remedy under Australian Consumer Law, we will handle shipping arrangements in accordance with applicable legal requirements.

For any return that is not required to be accepted under Australian Consumer Law, shipping costs may be the customer’s responsibility.

9. Products Subject to Regulatory Requirements

Vaping products are subject to Australian federal, state, and territory laws and regulations. Certain products, purchases, returns, or refunds may therefore be subject to additional requirements.

We reserve the right to refuse or restrict a return where doing so is required by law or necessary to comply with applicable regulatory requirements.

10. Consumer Guarantees

Australian Consumer Law provides consumers with certain rights and guarantees that cannot generally be excluded by a store’s refund or returns policy.

If a product does not meet an applicable consumer guarantee, you may have rights to a remedy depending on the circumstances.

For more information about your consumer rights, customers can refer to the Australian Competition and Consumer Commission (ACCC).

11. Contact Us

If you have a question about a return, refund, damaged order, or faulty product, please contact Cloud Empire Australia:

Email: [Support@cloudempireau.com ]

We will review your request and explain the available options based on the circumstances and applicable Australian requirements.

Important: This is a website-ready starting draft, not legal advice. Before publishing, Cloud Empire Australia should have this policy reviewed against its actual products, payment and delivery arrangements, and current Australian federal, state, and territory requirements. In particular, the business should confirm its treatment of opened/used products, change-of-mind requests, faulty goods, and return shipping costs under the Australian Consumer Law.

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