To return your product under our 45-day return policy, please call our returns department on 01423 223327 Monday – Thursday 9am - 5am and Friday 9am - 4pm.

You will need to provide your order number.

IMPORTANT POLICY NOTES:



All returned styling tools must be unmarked and undamaged, including the
original product packaging.

Any free gifts received with your purchase must also be returned unmarked,
undamaged and in the original product packaging.

A returns shipping cost of £5.99 will be deducted from your refund.

Returns are processed within 14 working days of receipt to our returns warehouse.

Monogrammed products cannot be returned for a refund.

We do not offer product exchanges.

If you have purchased two styling tools with a bundle saving and decide to return one of your products, you will lose the bundle saving on the product you keep and be refunded the difference.

To process a warranty claim, you will need to provide us with the 12-digit product serial number, the purchase date and a description of the fault.

Click here to start your claim.

IMPORTANT POLICY NOTES:



All Cloud Nine styling tools are covered by a warranty period in line with our Terms and Conditions.

Warranty Claims are processed within 7-10 working days of receipt to our returns warehouse.

Please do not return any accessories or product packaging with your parcel as these are recycled on arrival to our Service Department. Accessories include the Styling Case, Heat Guard and product box.

In-warranty returned styling tools will always be repaired where possible. 

If we are unable to repair your styling tool, we will replace this with a like-for-like product. However, in some instances the product colour may differ from the original item. 

There is no extended warranty period on a replacement styling tool - the warranty period remains in line with the original purchase date.

In the unlikely event you have a problem with your professional use styling tool please contact us so that we can resolve your situation as soon as possible. Professional use products are subject to our Professional Terms and Conditions.

Please note, we are unable to accept returns of Professional use or Salon retail styling tools in line with our Terms & Conditions of Sale agreed upon at the time of your professional account creation.

At Cloud Nine, we take product safety and customer concerns seriously and are committed to handling genuine claims fairly.

Information and supporting evidence submitted with a claim must be truthful and accurate. Images must genuinely represent the product and the damage reported. 

Submitting fabricated or misleading evidence, including AI-generated or digitally altered images used to misrepresent damage, may constitute fraud.

Where we have reasonable grounds to suspect fraud, we may investigate and report the matter to the police or other appropriate authorities.

Where fraud is established, we may take legal action to recover losses and reasonable costs caused by it, to the extent permitted by law.

An unsuccessful claim or an honest mistake does not, by itself, amount to fraud. This policy does not affect your statutory rights or your ability to report a genuine product safety concern.