Refund Policy

Returns and Refunds Policy

Please Ring the store on 01252 543933 to discuss your return/refund.

Any problems with your order are taken seriously by Sweet Cloud and we try to resolve the issue as soon as possible.

To Return an Item or to Contact us about issues with your Order

Please email with the following information:

  • Your Name & contact details
  • Your Account Number
  • Order number / date order was placed
  • What is the issue with your order? Please give us as much detail of the issue as you can
  • Do you want to return an item or exchange it
  • We will reply as soon as possible.
  • We may send you a returns form and instructions on how to send you items to us
  • We may ask you for more information from you

If your problem is a result of our mistake, we will rectify the mistake, any items received will need to be returned to us. The items can then be returned by you, which we will refund the cost of shipping at Standard rate.

When returning anything, just make sure you have proof of purchase such as store receipt or order confirmation.

Make sure the item (and any free items that came with the product) are:

  • Unused (with any labels still attached)
  • In original packaging
  • In a re-saleable condition

If a refund is made we will refund your money to the original payment method.

Refunds may take between 7 to 30 days to show up on your account.

This returns policy does not affect your statutory rights.

If you Changed your mind or ordered the wrong product by mistake 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 your 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.

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.

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.

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 eliquid type used and must be primed with e-liquid before first use.

E-liquids. 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 on all our products.

A Product I Received is Different to the Item Ordered - 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.

Changes to Terms

Our Company keeps its returns policy under regular review. This returns policy was last updated on 18/11/19.


Contact us: Pets Quest Limited Trading as SWEET CLOUD, 73-75 Lynchford Road, Farnborough, Hampshire, GU14 6EJ

Registered in England No. 5746525.