Refunds, Returns, and Exchanges Policy
If you are not entirely satisfied with your purchase, we’re here to help and would be more than happy to process a return and issue a refund or exchange the product for another.
To initiate a return or exchange, please contact [email protected]
You have thirty (30) calendar days from the date we shipped the order to initiate a return or exchange on an item.
All returns are subject to inspection and approval. To be eligible for a return, the vial must contain only the original Thoughtcloud oil, without additives (such as flavors or other additions), and be returned in the same container that the product was received in.
Please note that all Rubi Vape Pens are final sale and cannot be returned. The pens do have a lifetime warranty from the manufacturer, Kandy Pens, and they should be contacted for any replacement parts, or in the case of a defective or faulty pen.
If you return to us a Rubi Vape Pen, or a vial containing anything except the original oil, we reserve the right to refuse the return and ship the item(s) back to you.
We can also exchange an item for a different product if you wish, also within 30 (thirty) days.
If the item you would like to receive in place of the originally ordered product costs more than the original item, we reserve the right to request payment for the price difference. Likewise, if the product you would like to receive in place of the original item costs less than the original item, we can issue a refund for the price difference, upon request.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
If your return is approved, we will initiate within seven (7) days a refund to the card used when you originally placed the order. You will receive an email from our payment processor once the refund is issued. Please note that the funds may take up to 5-7 business days to post to your account, dependant on the card issuer’s policies.
We will deduct any shipping costs from the refund amount, including any shipping costs incurred by us for our Free Shipping option (either $2.66 or $3.18).
We are willing and able to send you a prepaid return shipping label via email if you would like, however, this cost will also be deducted from the refund amount. The only exceptions to this deduction will be determined on a case-by-case basis, and are situation dependent.