Terms and Conditions of Sale by Phone Order
For full details of your rights under the Distance Selling Regulations, please contact your Citizens’ Advice Bureau or a solicitor. These terms and conditions set out the basis on which you can place orders for items from Sweet Cloud. By ordering goods using this service, you are deemed to have understood and accepted these terms.
Products available to order by Phone This service is for the purchase of E-liquids, Coils and Accessories only. A wide range of Kits, Mods and Batteries are available to buy in store, but cannot be purchased by phone order.
Age of Consent By purchasing a product from Pets Quest Ltd. Trading as Sweet Cloud, you are confirming that you are 18 years old or older. (It is a criminal offence in the UK to supply, directly or indirectly, persons under the age of 18). We reserve the right to cancel any order immediately without notice if we believe that the order has been placed by someone who is not legally entitled to and under the age of 18.
How to place you Order for E-liquids, Coils and Vape Accessories We can not accept any order to purchase any of our products without a valid Account. Orders are to be placed over the phone. You will need to quote your Account Number when you place your order. We will deliver your order to the Account Holders’ address. Before confirming your order and making payment you will be informed of the total cost of your order inclusive of VAT and carriage. Payment to be made by Visa or Mastercard when you have confirmed your order (other cards may be accepted). Orders will be processed within 24 hours, except on Sundays or Bank Holidays when you order will be processed the next working day. Orders will be dispatched by post. Your receipt will be sent with your parcel. Please note that Standard Delivery post is not tracked. If you prefer to have your order tracked and signed for this may be arranged at additional cost, please ask for information and current price before placing your order.
Cancellation You have the right to cancel your order within a period of 14 days. The period of 14 days begins on the day after you receive your items. You must inform us of your wish to cancel in writing either by letter or email within this period. You must take reasonable care of the goods and not use them. We will send you a Returns Form to complete and include with the returned items. You should return your items to us and all their original packaging unopened with seals intact, as soon as possible after informing us of your wish to cancel.
Returns Customers can return any unwanted items or items ordered in error. We must receive the items within 30 days of order. Notify us by Email as soon as possible that you wish to return an item, we will send you a Returns Form and full details of how to return your item/s. All items must be returned unopened in the original packaging with all seals intact. Returning unwanted items will be at the cost of the buyer. Upon receiving the returned item/s, we will ensure that a full refund for the price you paid for the item/s. We will refund the delivery shipping of your item at our Standard rate. If you return items to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. A deduction will be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. Exclusions. E-Liquids and Coils are excluded if the seal or foil is broken for health protection and hygiene reasons and cannot be returned unless faulty. This returns policy does not affect your statutory rights.
A Product I Received is Different to the Item Ordered We always try to offer the best service we can. If we have sent you the wrong product by mistake we apologise and we will replace it as soon as possible. Please notify us via email within 48 hours of your delivery.
Damaged or missing items Any orders with contents that are damaged on arrival or the delivery has missing items, you must notify us via email within 48 hours of your delivery. Any liquid products which are damaged in transit will be replaced subject to investigation. If we instruct you to dispose of any damaged bottles, these must be disposed of according to local requirements by the buyer. Any hardware products which are Dead On Arrival (DOA) will be replaced or refunded providing we are notified within 48 hours of delivery. We do not accept responsibility for any damage caused after delivery including any damage by incorrect assembly, installation or any modification or misuse of the product.
Faulty Items If you suspect your product is faulty do not use it. Up to 30 days of order. Notify us by Email as soon as possible that you wish to return a faulty item, we will send you a Returns Form and full details of how to return your item/s. If, following inspection of the item, a fault is found we will exchange or refund it. If no fault is found or the item was sold as a damaged product no refund can be given. After 30 days, we will repair or replace the product in accordance with the terms of the Consumer Rights Act 2015. Pets Quest Limited cannot be held liable for faults or any damage caused by incorrect assembly, installation or any modification or misuse of a product.
Please note. Coils are a consumable product and should be replaced every 1-3 weeks depending on device and/or and e- liquid type used and must be primed with e-liquid before first use. Taste is subjective “I don’t like the flavour” of an e-liquid is not a fault. Our staff are available to help you and offer advice and information.
Changes to Terms Pets Quest Limited Trading as Sweet Cloud are entitled to alter these Terms and Conditions at any time but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase. Last updated: 18/11/2019
Delivery We can only deliver to the UK Mainland Address shown on your Account. Standard Delivery – Usually takes up to 2-5 working days to arrive from dispatch, therefore, please allow this amount of time before contacting us regarding an order not yet received. Delivery Costs Order £30.00 or less £3.00 Standard Delivery Order £30.01 or over Free Standard Delivery All Tracked deliveries £ To be advised before order is placed Tracked – to be Signed for
If ‘Standard’ Delivery option is selected, we will not be able to accept responsibility for lost or missing parcels with this method of delivery. Under Standard delivery, if your parcel is lost in the postage system by a third party delivery service, the cost of your item/s will not be covered by Sweet Cloud. Should you wish your item/s to be protected from loss/theft, we would recommend a Tracked option. We will endeavour to get your order delivered as soon as possible but in exceptional circumstances delivery may take longer to arrive up to 30 days. By opening a customer Account or placing an order with Sweet Cloud, you agree that you have read, understand, and accept these Terms and Conditions.