Returns and warranty

Right of withdrawal (14 days). You may withdraw from your purchase without giving reasons within 14 calendar days of the day you, or a person you name (other than the courier), receive the order; if it arrives in several deliveries, from the last one. Tell us online, through the «Desistir del contrato aquí» (withdraw from the contract here) form (whitecvapes.com/desistir-del-contrato) or by email at pedidos@whitecvapes.com (you can use the model below), and return the product within 14 days of that notice. We refund everything you paid, including standard shipping (not any extra if you chose a more expensive delivery), within 14 calendar days of the day you tell us you are withdrawing, by the same payment method and at no cost to you. We may withhold the refund until we receive the product or you send us proof that you have returned it, whichever comes first. The cost of sending it back is yours unless the error was ours. Online purchases are withdrawn and returned online, even if you collected them in our shop; if you tell us at the counter, we will point you to the form.

Health and hygiene exceptions. Under article 103 of the Spanish Consumer Protection Act, once unsealed the following cannot be returned: e-liquids, flavour concentrates, bases, longfills, nic shots, disposable devices, prefilled cartridges and pods, coils, pods and atomisers, and nicotine pouches. In short: sealed products (e-liquids, pods, coils…) that have been unsealed cannot be returned for hygiene reasons (art. 103.e); while still sealed, they can be returned like any other product.

Electronic devices (mods, kits, batteries, vaporizers) can be returned. You are only liable for any loss in value if you have handled them beyond what is needed to check what they are like and how they work (for example, used with e-liquid); in that case we deduct that depreciation from the refund. To keep their value, return them complete, in their box with their accessories.

Legal guarantee (3 years). Everything you buy from White Cloud Vapes carries the 3-year legal guarantee of conformity from delivery. It is given by High-End Performance Solutions, S.L. (White Cloud Vapes), the seller. Please contact us, not the manufacturer.

What it covers. That the product is as we sold it to you: that it works as it should, comes with everything it should (parts, accessories, instructions, cap and nozzle) and lasts as long as is normal for that type of product. If there is a problem, you choose between repair and replacement, unless your choice is impossible or disproportionate. If neither is possible, you may ask for a price reduction or a refund, by the same payment method. Never with vouchers. It is all free of charge for you, shipping included. If the problem appears within the first 2 years, it is presumed to have existed on delivery.

Wear parts and consumables: what is a defect and what is not.

Consumables (coils — including the one that comes with the device —, pods, e-liquids, disposables, aroma devices and prefilled cartridges): wear and burning through use are not a manufacturing defect and are not covered by the guarantee; if they do not work from the first use, that is a defect and we deal with it under the guarantee, at no cost to you.

Some parts wear out with use, like the brake pads of a car: coils, cotton wicks, pods and cartridges, glass and pyrex, seals (O-rings) and drip tips. They last days or weeks, depending on the e-liquid, the power and how they are used. For these parts, the guarantee works like this:

It does cover a defect of origin, which usually shows up when you first use them. For example: the device does not detect a new coil, reads the wrong resistance or gives no vapour from the first puff; a pod or cartridge leaks from the first use; a glass or pyrex arrives broken or cracks without a knock; a seal or drip tip arrives broken or is missing. If so, it is a defect: we replace it free of charge. Check them when you first use them and, if they fail, tell us without using them any further.
It does not cover normal wear and tear or misuse. A coil that is burnt after use (tastes burnt) is not a defect: it comes from wear or from how it was used (not priming it, dry hits, more power than indicated, or very sweet or high-VG e-liquids). Nor are a worn-out cotton wick, a glass broken by a knock or a fall, or damage from moisture or unsuitable chargers. That is why they are not replaced.
If a part arrives broken in transit, see «Transport damage».

For all other products:

E-liquids. If an e-liquid arrives without its nozzle, with a broken cap, badly closed or leaking, it is a defect: we replace it (or send you what is missing), even if you have opened it. Send us a photo. Not liking a flavour is not a defect.
Disposables. If it does not work when new, leaks or runs out well below what the manufacturer states, tell us and we will check it.
Batteries. Device batteries and 18650, 20700 or 21700 cells lose capacity with charge cycles, and that is normal. A battery that does not charge, swells or overheats without misuse is a defect. Cells with a damaged wrap or charged with unsuitable chargers are not covered.

Not a defect: normal wear of the parts above and damage from knocks, falls, moisture or liquid inside the electronics, unsuitable chargers, opening or repairing it yourself, software changes or use contrary to the manufacturer’s instructions.

How to claim.

If you bought it in the shop, bring it in with your receipt, or write to pedidos@whitecvapes.com or WhatsApp +34 695 569 956 with a description. Photos or a video of the fault help a lot. If you bought it online, the guarantee is handled online: write to us through the contact form (subject «Return or warranty») or to pedidos@whitecvapes.com with your order number (you will find it in your order confirmation email and, if you have an account, under My account › Orders) and a description of the fault. We will reply by email with a reference number for your claim, and you can send us photos or a video of the fault by replying to it. We will tell you how to send it. Online purchases are handled online, even if you collected them in our shop.
If we need to see it, a courier collects it at our expense: we send you a free collection label so you can send it to us (bringing it into conformity costs you nothing); if you bought it in the shop, you can also bring it in (C/ San Vicente Mártir 51, bajo F · 46002 València). We ask you to send or bring it in its original box, if you still have it: it lets us keep an accurate record of the device and speeds up the claim. If you no longer have it, we will still process it with your receipt, invoice or any other proof of purchase (for online purchases, the order number is enough). Send or bring the product with the accessories related to the fault.
When we receive it we give you a receipt with the date and the fault. When we return it, another one with the date and what we have done.
If it has to go to the manufacturer or a repair centre, we will tell you how long it usually takes. In the shop, if we have one, we lend you a device in the meantime.
If on inspection it works properly or the fault comes from a knock or misuse, we explain it with photos and send it back to you. Before sending it we will tell you if there is any cost.
If we tell you your product is ready and you do not collect it, we keep it for at least one year.

Manufacturer’s guarantee. Some brands also give their own guarantee. It is an extra that does not reduce the legal guarantee. If a product has one, we will give you its terms in writing.

Transport damage. Check the parcel on delivery. If it arrives damaged, note it on the courier’s delivery note and tell us within 24 hours with photos of the packaging and contents.

Withdrawal form. Copy this text into an email to pedidos@whitecvapes.com (or use the online withdrawal form). Online purchases are handled online, even if you collected them in our shop:

To High-End Performance Solutions, S.L. (White Cloud Vapes), C/ San Vicente Mártir 51, bajo F · 46002 València · pedidos@whitecvapes.com. I hereby withdraw from my contract of sale of the following goods: Product(s): … Order number: … Order date: … Date received: … Consumer’s name: … Consumer’s address: … Date: … Signature (only on paper): …