Policies and Procedures

At Indacloud, we strive to provide our customers with high-quality products and exceptional service. We understand that there may be instances where you need to request a return.

If you are unhappy with your purchase for any reason, our Customer Service team is here to help! We’ll do everything in our power to help make things right for you.

Eligible Criteria:

• Unopened items may be returned for a full refund if notified within 30 days of order delivery. Items must be unused, unopened, and in their original packaging with tamper evident seal intact.
• Opened items may be returned if notified within 7 days of order delivery in cases of defects or quality control concerns. While these are rare occurrences, errors happen and we have your back!
  • At this time, matters of personal preference (flavor, potency, etc) are ineligible for full refund unless covered by our Satisfaction Guarantee described below. Please ensure you have reviewed the product description and/or lab report to ensure it meets your expectations.
  • We are also unable to support returns for items that are non-functional due to misuse or user error, such as dropped vapes and overtightened cartridges.
• Products damaged in transit must be resolved through our shipping insurer, Protect Plus. 
  • Package protection is optional at time of checkout, but must be selected for any refunds related to lost or damaged shipments.

30 Day Satisfaction Guarantee (aka New Customer Worry-Free Guarantee):

Listen, we get it – you saw one of our ads, you’ve never heard of buying this stuff on the Internet, and now you’re wondering if our products will live up to the hype. Rest assured, we stand by the quality of our products!

We offer a 30 day money back guarantee to give peace of mind to new customers trying our products for the first time.

Eligible Criteria:

• This must be your first time purchasing from our site; returning customers should reference the standard Return Policy above.
• You must notify us of your issue within 30 days of order delivery.
• If you are reporting dissatisfaction with the product due to matters of personal preference (flavor, texture, potency, etc) the product must be at least half full to be eligible for full refund. 
  • You may be asked to return the remaining unused product to us with a complimentary return label; if you are unable to do this when asked, we will be unable to complete your Satisfaction Guarantee request.

Flower, prerolls, bundles, and limited-time offers are ineligible for this Guarantee; please reference our standard Return Policy criteria for items in these categories.

How to Request a Return:

Please contact Customer Service with your order number, affected product(s), reason for the return request, and any supporting evidence to initiate a return. We strive to respond to all inquiries within 24 hours of receipt if sent within standard business hours.

You must contact us within the appropriate timeline to report an issue to be eligible for refund.

Unauthorized returns may not be accepted or refunded.

We may ask for additional information, such as detailed user feedback and photos, to complete your request. This is to help us make our products better, and ensure your request is within our criteria.

All return requests will be reviewed by management for approval; If a request is outside our standard return policy, we may offer store credit or exchange as alternative solutions, handled on a case-by-case basis as approved by management.

We have a right to refuse your return request if it does not meet these conditions, or there is evidence of misuse, abuse, or violation of our terms and conditions.

Refunds:

Refunds will be processed to the original form of payment used during the purchase unless specified otherwise. If your refund request is approved, you will receive an email confirmation when the refund is processed. Please note most banks take 1-14 business days to process a refund request for it to appear on your account.

If you were provided a complimentary return label to send product back to us, your refund will be processed when our warehouse confirms we received the return shipment.

Store credit and/or exchange may be offered as an alternative solution if a refund to the original payment method is unable to be processed, or by customer request.

Additional Information:

If you believe there was a mistake when fulfilling your order, such as incorrect items or quantities, please contact us immediately and do not open any product until you hear back from us. Once the product packaging is opened, we are unable to exchange it for you.

Please note that certain products or services may have specific refund policies or restrictions. These will be clearly communicated at the time of purchase.

Want to learn more about our processes and procedures? Keep reading on our FAQ here!