Electronic Cigarette Warranty, Exchanges and Returns
White Cloud prides itself on only producing high-quality products. However, we know that despite our best efforts, sometimes things do go wrong, which is why we offer warranties on our products.
Electronic Cigarette Manufacturer Warranty
All electronic cigarette batteries and chargers are covered for six months under a limited manufacturer's warranty; those six months start on the day that you purchase the product in question. SmoothDraw cartridges and other disposable parts, however, are not covered by this warranty. If you've neglected, modified, misused or altered the product that you would like to exchange, then the warranty does not apply. Please contact our customer service department if you'd like to discuss the warranty or exchange a defective product. You must have a copy of your original r\eceipt if you'd like to exchange any items.
Assured 2 Year Extended Warranty
If you'd like a warranty that will cover your purchases for longer than six months, then you should consider buying our two-year extended warranty, which is available for $29.95. This extended warranty is very similar to the manufacturer's warranty; in the event that your batteries or chargers stop working, we'll exchange or repair them for no additional cost. This warranty will cover your batteries or chargers for up to two years from the original purchase date; it does not cover SmoothDraw cartridges and any of our disposable e cig products.
The same rules that apply to our manufacturer's warranty apply to the extended warranty as well; if you have modified or used the electronic cigarette in a way in which it was not intended to be used, the warranty will not cover the e-cigarette. For example, if you try to refill a cartridge, which is not intended to be reused, the cartridge may leak onto the battery and damage it; that damage is not covered by the warranty since you caused it. The warranty also does not cover your e-cigarette if you lose the e-cigarette or any of its parts.
Making a Warranty Claim
It's easy to make a warranty claim; simply use our Warranty Exchange Form and we will address your claim promptly. Our customer service department can take your calls from 9:00 AM to 5:00 PM, Monday through Friday. If all lines are busy, leave a message and someone from our customer service department will call you back shortly. We promise to respond to all messages and emails by the end of the day.
Cartridge and Fling Defect Guarantee
Although cartridges and Flings are not covered by either warranty, we acknowledge that occasionally, cartridges and Flings may be defective. If you suspect that your cartridge or Fling is defective due to no fault of your own, you can send it back to us for testing, using our Cartridge and Fling Claim Form. If we determine that the item or items are defective, we'll send you replacements at no cost. You must send us the cartridge or Fling for this to occur; we can't do anything without proper testing of the product in question.
Refunds and Exchanges
Products purchased from the White Cloud website may be returned for a refund within 30 days of purchase. A copy of original receipt must be provided at time of return. Opened cartridges and disposable products cannot be returned for a refund. Please see our Defect Guarantee for further information on defective cartridges and other disposable items.
Unopened/sealed White Cloud cartridges (5-packs and 50-packs) and unopened Fling disposable products can be sent in for exchange.
Please send the product(s) you wish to return for a refund or exchange to the address below.
White Cloud Electronic Cigarettes
PO Box 1194
Tarpon Springs, FL 34688
White Cloud suggests obtaining a tracking number and/or insurance since White Cloud cannot be held responsible for items lost or damaged by shipping/mail carriers during transit. Customer is responsible for the cost to mail items to White Cloud. Exchange items are shipped at no charge via USPS First Class mail only or they may be exchanged for an online gift voucher (store credit) sent by email. For other shipping options and their respective fees, please contact us.