Cloud Carts

Refund Policy

Last updated: 2026

Because all Cloud Carts orders are paid via Zelle and processed manually, the following terms apply to every purchase. By placing an order, you acknowledge and accept this Refund Policy.

1. Zelle Payments Are Final

Zelle transactions cannot be reversed by Cloud Carts. Once payment has been sent and matched to an order, the funds are considered final. If you sent a Zelle payment without the correct order ID in the memo, contact support@cloud-carts.store immediately so we can attempt to manually match it.

2. Order Cancellation (Before Shipment)

You may request to cancel an unshipped order by emailing support@cloud-carts.store with your order ID. If the order has not yet been packed and dispatched, we will refund 100% of the order value via Zelle to the same number used for payment within 5 business days.

3. Defective or Damaged Products

If your product arrives defective, damaged in transit, or materially different from what was ordered, you are eligible for a replacement or refund, subject to the following:

  • You must contact us within 7 calendar days of delivery.
  • You must include your order ID and clear photo or video evidence of the issue.
  • For hardware (vaporizers, batteries, coils), we may request the device be returned for inspection.

4. No Returns on Opened Edibles or Inhalables

For consumer-safety and regulatory reasons, opened edibles (gummies, infused products) and opened inhalable products (carts, disposables, vaporizer pods) cannot be returned or refunded once their tamper-evident seal has been broken, except in the case of a verifiable manufacturing defect.

5. Non-Refundable Situations

  • Orders shipped to an address that was entered incorrectly by the customer.
  • Orders refused at delivery or returned to sender for non-collection.
  • Buyer's remorse, change of effect preference, or change of mind after delivery.
  • Claims submitted more than 7 days after delivery.
  • Damage caused by misuse, mishandling, or improper storage by the customer.
  • Orders shipped to a jurisdiction where these products are restricted, when the customer failed to confirm local legality (see Shipping Policy).

6. Lost or Stolen Packages

Once a package shows "delivered" with the carrier, responsibility transfers to the customer. If tracking shows delivered but you did not receive the package, contact us within 48 hours so we can open a carrier investigation. Cloud Carts is not liable for packages stolen from a delivery location.

7. How Refunds Are Issued

Approved refunds are sent via Zelle to the same phone number that submitted the original payment, within 5 business days of approval. We do not issue refunds to a different account or via any other payment method.

8. How to Start a Claim

Email support@cloud-carts.store with:

  • Your order ID (format CC-XXXXXXXXXX)
  • A description of the issue
  • Photo or video evidence (for defective/damaged items)

We respond to all claims within 24 hours, Monday–Friday.