Refund Policy




Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange.
To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

To return an item;

Please send to -

Sweet Cloud, 73-75 Lynchford Road, Farnborough, Hampshire, GU14 6EJ 

Please include 

  • Your Name, phone number and email address
  • Order number 
  • Why you are returning it

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with all seals and foil intact.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days of receipt of goods. 

Late or missing refunds 
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at; 73-75 Lynchford Road, Farnborough, Hampshire, GU14 6EJ - 01252 543933

Faulty Items - If you suspect your product is faulty do not use it

Up to 30 days of order - Notify us by Email ( within 30 days of purchase. If, following inspection of the item, a fault is found we will exchange or refund it. If no fault is found we will not issue a refund.

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.

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Sweet Cloud 73-75 Lynchford Road, Farnborough, Hants, GU14 6EJ

To return your product, you should mail your product to: Sweet Cloud 73-75 Lynchford Road, Farnborough, Hants, GU14 6EJ

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

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.

Contact us;

(Pets Quest T/A) SWEET CLOUD, 73-75 Lynchford Road, Farnborough, Hampshire, GU14 6EJ

01252 543933

Registered in England No. 5746525.