Refund policy


Thank you for shopping at VOM Edible Cloud!
We want you to be completely satisfied with your experience. Please review our policies below regarding returns, damages, and cancellations.


1. EUROPEAN UNION RETURNS & CANCELLATIONS

A. Statutory 14-Day Right of Withdrawal (Days 1–14)

If your order is delivered within the European Union, you have a legal right under EU consumer law to cancel your purchase and return your order within 14 days of receipt, for any reason and without justification.

  • To Cancel: Contact us at product@vom-edible-cloud.com within 14 days of delivery.

  • To Return: Items must be dispatched back to our return address within 14 days of your cancellation notice.

  • Refund Scope: We will issue a full refund for the purchase price of the items plus our standard initial delivery fee. The customer bears the direct cost of return shipping. In accordance with EU law, no processing, cancellation, or administrative fees will be deducted for returns initiated within this statutory 14-day window.

  • Condition of Goods: Items must be returned unused and in their original packaging. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

B. Extended 30-Day Store Return Policy (Days 15 to 30)

To give our EU customers extra peace of mind, we offer a voluntary extended store return window up to 30 days from delivery. For returns initiated after the statutory 14-day window has passed (days 15 through 30), the following conditions apply:

  • The item must be unused, in pristine condition, with tags, and intact in original packaging.

  • You must provide the receipt or proof of purchase. Returns on promotional sale items or gift cards cannot be accepted under this extended policy.

  • Deductions: Initial delivery fees are non-refundable. A payment processing & administrative fee will be deducted from your total refund to cover non-refundable payment gateway charges retained by processors:

    • Standard Card Payments: A 5% fee (minimum €3.00) will be deducted.

    • Klarna / Buy-Now-Pay-Later Payments: 6% fee (minimum €3.00) deduction will be applied.

  • Return shipping: Return shipping costs remain the sole responsibility of the customer.


2. NON-EU & INTERNATIONAL ORDERS

EU statutory withdrawal laws do not apply to orders shipped outside the European Union. For all international orders placed from or shipped outside the EU:

  • Pre-Shipment Cancellations: If you request to cancel an international order before it has been dispatched, a 6% non-refundable payment processing fee (minimum €3.00) will be deducted from your total refund. This covers non-refundable international card processing rates, cross-border transaction fees, and currency conversion charges retained by payment gateways upon checkout.

  • Returns & Exchanges (14-Day window): Return requests must be submitted within 14 days of delivery by emailing product@vom-edible-cloud.com. Items must be unopened, unused, and in sealed original packaging. Initial delivery charges and the 6% payment processing fee are strictly non-refundable. Once approved, returned items must be dispatched within 14 days of return authorization.

  • Return Shipping & Customs: The buyer is fully responsible for return shipping arrangements and costs, as well as any applicable import duties, customs fees, or clearance taxes incurred when shipping the goods back to Spain.


3. HOW TO PROCESS A RETURN

To initiate a return, please contact us at product@vom-edible-cloud.com.

To help us process your request swiftly (and to verify eligibility), we kindly request that you provide clear images or videos of the item and its original packaging with a clear label. Once approved, we will provide you with shipping instructions and return authorization details.

Return Address:
Cami de Mas Maso, s/n, Sant Jordi Desvalls, Girona, 17464, Spain


4. EXCEPTIONS & NON-RETURNABLE ITEMS

Certain types of items cannot be returned or cancelled under any policy:

  • Perishable goods: Items that spoil or expire rapidly (such as our formulas or edible components).

  • Custom or Personalized Products: Special orders made to your specifications.

  • Hygiene and Personal Care Goods: Items (such as food-contact apparatus, micro-capsules, or sealed equipment) that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.

  • Hazardous materials: Flammable liquids, gases, or pressurized containers.

Technical Compatibility Notice: It is the buyer's sole responsibility to verify product technical compatibility (including electrical voltage standards, regional adapter requirements, plug types, or local usage restrictions) prior to placing an international order.


5. FAULTY, DAMAGED, OR INCORRECT ITEMS (LEGAL WARRANTY)

All products sold to consumers are covered by mandatory legal warranty protections against manufacturing defects, lack of conformity, or hidden faults.

Please inspect your order upon receipt. If the item is defective, damaged, or if you received the wrong item, please contact us immediately at product@vom-edible-cloud.com. To help us handle carrier transit claims efficiently, please report any visible delivery damage or mistakes within 7 days of receipt with photos of the damaged packaging and shipping label. Defective, non-conforming, or incorrect items will be repaired, replaced, or fully refunded (including all shipping costs) without any fee deductions.


6. REFUNDS

Once your return is received and inspected, we will notify you of the approval or status of your refund. If approved, your refund will be automatically processed to your original payment method within 14 days, minus any applicable shipping fees or processing deductions as outlined above. Please note that your bank or credit card provider may require additional processing time to post the transaction to your account balance.