SHIPPING, RETURNS

AND PRIVACY POLICY

SHIPPING POLICY

From the 5th of November 2020 we will be offering local delivery within 1 - 2 working days. We will always aim to deliver your local delivery order to you same day if you place your order before 1pm. If you select postage and pay before 1pm your order will be shipped same day. If you require any clarification about delivery please contact us via live chat.   Working days are Monday to Friday. (If your order falls on or over a bank holiday then it will be the next working delivery day after the holidays)​

All orders placed before 1pm will be posted by the next day 2nd class delivery or first class depending on your selection. However we will always endeavour to post your goods asap. Next day postage is Monday to Friday, any orders placed on Friday will be delivered Monday or next working day. 

Local delivery is only available within a 10 miles radius of our Malvern Store but if you are further out please drop us a line and we will see if we can help.

 

Click and Collect orders can be collected next working day when placed before 1pm Monday to Friday, although we will always notify you by email if you order is ready for collection same day. (Please note click and collect is not available during lockdown periods at present)  

If you have any queries regarding your order please contact us through the website or through Facebook. 

Returns and Refunds Policy

Cloud Head prides itself on being a customer focused company and if you do have any issues with your device or liquid we will always do our best to resolve your problem.

Tanks, pods and Coils are non-returnable due to being a hygiene products. Liquid is also non returnable.

 

All batteries have a 28 day warranty that covers electrical faults, please note E-Cigs batteries can be fragile and we will not cover physical damage or wear and tear. If the battery is DOA or faulty within 28 days email us and we will send out a replacement.

 

All chargers and batteries will have a 28 day warranty. E-Cigs batteries can be fragile and we will not cover physical damage or wear and tear.

 

Returns are to be paid by the customer. We do not cover any postage or courier for returns.

PRIVACY POLICY

What Personal Information We Collect

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

We use your personal information such as name, address and birth date to verify your age with an age verification company.  If we cannot verify your age this way we will require a copy of your ID via email in line with GDPR. This information will be deleted once your ID is verified. This is so we can comply with UK over 18 Vape retail laws. If you do not provide this information we will be unable to verify your age and provide you with goods. 

How Do We Collect The Information

 

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

 

We collect such Non-personal and Personal Information for the following purposes:

  1. To provide and operate the Services;

  2. To provide our Users with ongoing customer assistance and technical support;

  3. To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;

  4. To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; 

  5. To comply with any applicable laws and regulations.

 

HOW DO WE STORE, USE, SHARE AND DISCLOSE OUR SITE VISITORS' PERSONAL INFORMATION? 

WIX

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall. 

 

All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

How Do we Communicate with Our Site Visitors?

 

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail

Subscribing to our Site

When you subscribe to our mailing list you are giving us permission to occasionally send you offers and other such promotional material, you can opt out of this at any time.   

Third Party Services

 

It's important to note that third-party services, such as Google Analytics or other applications offered through the Wix App Market, placing cookies or utilizing other tracking technologies through Wix´s services, may have their own policies regarding how they collect and store information. As these are external services, such practices are not covered by the Wix Privacy Policy. Note that while our Services may contain links to other websites or services, we are not responsible for such websites’ or services’ privacy practices, and encourage you to be aware when you leave our Services and read the privacy statements of each and every website and service you visit. This Privacy Policy does not apply to such linked third-party websites and services.

 

If you don’t want us to process your data anymore, please contact us at cloud-head@hotmail.com

 

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. 

COOKIES

In order for some of these technologies to work properly, a small data file (“cookie”) must be downloaded and stored on your device. By default, we use several persistent cookies for purposes of session and user authentication, security, keeping the User’s preferences (e.g., regarding default language and settings), connection stability (e.g., for uploading media, using e-Commerce features, etc.), monitoring performance of our services and marketing campaigns, and generally providing and improving our Services.

If you want to delete or block any cookies, please refer to the help and support area on your internet browser for instructions on how to locate the file or directory that stores cookies. Information on deleting or controlling cookies is also available at www.aboutcookie.org (note that this website is not provided by Wix, and we therefore cannot ensure its accuracy, completeness or availability). Please note that deleting our cookies or disabling future cookies or tracking technologies may prevent you from accessing certain areas or features of our Services, or may otherwise adversely affect your user experience.

AGE OF CONSENT

By using this site, you represent that you are at least the age of 18 in accordance with the UK/EU Law

 

If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at cloud-head@hotmail.com

Terms of Coupons and Sales

Coupons and discounts will be applied to lowest priced items in Cart or in store. Coupons or discounts can not be applied to already discounted products.

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