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. STATUTORY 14-DAY RIGHT OF WITHDRAWAL (EU CUSTOMERS)

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

  • To Cancel: Please notify us of your decision to withdraw within 14 days of delivery by emailing us at product@vom-edible-cloud.com. You may also use a standard withdrawal form if preferred.

  • To Return: Once you have notified us, you must ship the items back to the address below within 14 days from the date of your notification.

  • Condition of Goods: To receive a full refund, items should ideally be returned unused and in their original packaging. By law, you are liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.

2. EXTENDED 30-DAY STORE RETURN POLICY

To give you extra peace of mind, we extend our total return window to 30 days from the date you receive your item.

For returns initiated after the statutory 14-day window has passed (days 15 through 30), the following store conditions apply:

  • The item must be in the same condition that you received it: unworn or unused, with tags, and intact in its 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 store policy.

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 if you are utilizing our extended 30-day window), we kindly request that you provide clear images or videos of the item and its packaging. Once your return is processed, we will provide you with a return shipping label and detailed instructions on how and where to send your package.

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

Please note: While we will refund the original cost of the goods and our standard delivery fee, the consumer bears the direct cost of returning the goods unless otherwise agreed.

4. EXCEPTIONS & NON-RETURNABLE ITEMS

In accordance with EU consumer law, certain types of items cannot be returned or cancelled under the 14-day cooling-off period or our extended policy:

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

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

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

  • Hazardous materials: Flammable liquids or gases.

If you have questions or concerns about a specific item, please contact us before ordering.

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

All products sold to consumers in the EU are covered by a mandatory legal warranty against 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 transit claims efficiently, we highly appreciate it if you can report any visible delivery damage or mistakes within 7 days of receipt, along with photos of the damaged packaging and shipping label. Rest assured, your statutory legal warranty rights remain fully protected regardless of this request.

6. REFUNDS & EXCHANGES

The quickest way to get a new item is to return the one you have. Once your return is accepted, you can make a separate purchase for the new item.

Refund Timeline: Once we receive your returned item (or you provide proof that you have sent it back), we will process your refund. You will be automatically refunded on your original payment method within 14 days. Please note that it may take additional time for your bank or credit card company to process and post the transaction to your account.