Terms & Conditions of sale

These terms set out:
• your legal rights and responsibilities;
• our legal rights and responsibilities; and
• certain key information required by law.

What these terms cover. These are the terms and conditions that will apply to your purchase of
any of our hair styling products, beauty electricals and accessories, (our products) made via our
website at www.cloudninehair.com (the Site).

In these terms:
• ‘we’, ‘us’ or ‘our’ means Master Distributor Limited trading as Cloud Nine.
• ‘you’ or ‘your’ means the person using our Site to buy products from us.

Why you should read these terms. Please read these terms carefully before you submit your order to us via the Site. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you have any questions about these terms, please contact us here.

Do you need extra help?
If you would like these conditions in another format (for example: audio, large print, braille) please contact us here.


Who we are. CLOUD NINE is the trading name of Master Distributor Limited registered in England under company number 07079855. The registered address is A2 Hornbeam Square West, Harrogate, HG2 8PA. Our registered VAT number is 312485617.

How to contact us. Please visit our Help Centre here.
How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. The details of this contract will not be filed by us.


1.1 If you buy products on our Site you agree to be legally bound by this contract. If you
do not agree with any of the terms in this contract, you will not be allowed to buy any
products on our Site.

1.2 These terms apply to consumers and Professionals. If you are a Professional, please
see here [link to Professionals page] for further information including eligibility requirements. It is at our discretion if you are eligible for our Professional discount and
we retain the right to remove or amend this discount at any time.

1.3 If you are a member of On Cloud Nine Rewards, please see here for further information about how our reward system works.

1.4 This contract is only available in English. No other languages will apply to this contract.

1.5 When buying any products on our Site you also agree to be legally bound by:
1.5.1 our website terms and conditions;
1.5.2 extra terms which may add to, or replace some of, this contract. This may happen for legal reasons. We will contact you to let you know if we intend to do this by giving you one month’s notice; and
1.5.3 specific terms which apply to certain products. All of the above documents form part of this contract as though set out in full here.


2.1 By law, the Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013 say that we must give you certain key information before a legally
binding contract between you and us is made. If you want to see this key information,
2.1.1 read the Confirmation Email; or
2.1.2 contact us using the contact details at the top of this page.

2.2 The key information we give you by law forms part of this contract (as though it is set out in full here).

2.3 If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.


3.1 How we may use your personal information. We will only use your personal
information as set out in our Privacy Notice.


4.1 Below, we set out how a legally binding contract between you and us is made.

4.2 You place an order on the Site by purchasing products from our Site. Please read and
check your order carefully before submitting it. You will be able to correct any errors
before submitting your order to us.

4.3 When you place your order at the end of the online checkout process (e.g. when you click on the ‘pay now’ button), we will acknowledge this and confirm we have accepted your order by sending you an email (Confirmation Email) at which point:
4.3.1 a contract will come into existence between you and us; and
4.3.2 we will dispatch the products to you.

4.4 If we cannot accept your order, we will inform you of this in writing and we will either
not charge you for the product or we will offer you an alternative product of equal value. This might be because the product is out of stock; because of unexpected limits on our resources that we could not reasonably plan for; because we have identified an error in the price or description of the product; or because we are unable to meet a delivery deadline you have specified. If the information received by you is not in line with our delivery guidelines, we reserve the right to cancel your order and issue a refund. It is your responsibility to input the correct delivery information at checkout, we cannot be held responsible for failed deliveries due to incorrect information supplied by you.

4.5 The Confirmation Email will include an order number. It will help us if you can tell us the order number whenever you contact us about your order.


5.1 If you wish to make a change to the products you have ordered please contact us as soon as possible. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the
change or the consequences of making the change are unacceptable to you, you may
want to end the contract as set out below.


Your rights when you end the contract will depend on what you have bought, whether
there is anything wrong with it, and when you decide to end the contract.

6.1 You have the right to cancel this contract within 45 days (the Cooling Off Period)
without giving any reason except where:
6.1.1 You have purchased products that have been personalized or monogrammed; or
6.1.2 Products that are sealed for health protection or hygiene purposes (for
example, styling sprays and potions), once these have been unsealed after
you receive them.

6.2 The Cooling Off Period will expire after 45 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the products. This is unless you receive your products split into several deliveries over different days, in which case you have 45 days from the last delivery of the products.

6.3 To exercise the right to cancel, you must inform us of your decision to cancel this
contract by a clear statement sent by post or email using our contact details or you may use the cancellation form available here.

6.4 To meet the Cooling Off Period deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the Cooling Off Period has expired.


7.1 If you cancel this contract, we will reimburse to you all payments received from you,
including the costs of delivery (except for supplementary costs arising if you chose a
type of delivery other than standard delivery).

7.2 We may make a deduction from the reimbursement for loss in value in any products
supplied, if the loss is the result of unnecessary handling by you. It is your
responsibility to ensure that we receive the products safely and securely to the
delivery address stated on the cancellation form. We do not accept any responsibility
for products that are lost or damaged in the post and will not be required to refund
you, in the event of such circumstances.

7.3 All returned products need to be received in a resaleable condition to be entitled for
any refund. If you have received a promotional item in your order, the full contents
need to be returned to qualify for a full refund. If we refund you the price paid before
we are able to inspect the products and later discover you have handled them in an
unacceptable way, you must pay us an appropriate amount on request by us.

7.4 We will make the reimbursement without undue delay, and not later than:
7.4.1 14 days after the day we received back from you any products supplied; or
7.4.2 (if earlier) 14 days after the day you provide evidence that you have
returned the products; or
7.4.3 If there were no products supplied, 14 days after the day on which we are
informed about your decision to cancel this contract.

7.5 We will make the reimbursement using the same means of payment as you used for
the initial transaction unless you have expressly agreed otherwise; in any event you
will not incur any fees as a result of the reimbursement.

7.6 We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the products, whichever is the earliest.

7.7 If you have received the products:
7.7.1 you shall send back the products to us without undue delay and in any
event not later than 14 days from the day on which you communicate your
cancellation of this contract to us. The deadline is met if you send back the
products before the period of 14 days has expired;
7.7.2 you will have to bear the direct cost of returning the products; and
7.7.3 you are only liable for any diminished value of the products resulting from
the handling, other than what is necessary to establish the nature,
characteristics and functioning, of the products.


8.1 The different delivery options and associated costs will be displayed on our Site at the time that you submit your order.

8.2 When we send you an email formally accepting your order, we will confirm the delivery option selected by you at the checkout. We will use reasonable endeavours to meet any estimated delivery date and to inform you of any potential delay that means that your products may not be received by the estimated delivery date. However, we do not provide any guarantee that the products will be received by any estimated delivery date.

8.3 We are not responsible for delays outside our control. If our supply of the products is
delayed by an event outside our control, that we become aware of, then we will
contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event. Unless you and we agree otherwise, if we cannot deliver your products within
30 days of the date of your confirmation email, we will:
8.3.1 let you know;
8.3.2 cancel your order; and
8.3.3 give you a refund.

8.4 Delivery will take place at the address specified by you when you placed your order
with us.

8.5 If no one is available at your address to take delivery and the products cannot be
posted through your letterbox, our third party courier should either leave you a note,
or send you an email or text message, informing you of how to rearrange delivery or
collect the products from an alternative address, such as a neighbour, a local depot or
designated collection outlet.

8.6 If, after a failed delivery to you, you do not re-arrange delivery or collect them from an alternative address, a delivery depot or designated collection outlet, we (or our third party courier) will contact you for further instructions.

8.7 We may deliver your products in instalments.

8.8 A product will be your responsibility from the time we deliver the product to the
address you gave us, or delivered to the alternative address that you instruct our third party courier to deliver to, or on collection by you from a local depot or designated
collection outlet.


9.1 We accept all major credit and debit cards, including PayPal and Klarna. We also
accept Cloud Nine gift cards. All card payments need to be authorized by the relevant
card issuer.

9.2 We will do all that we reasonably can to ensure that all of the information you give us when paying for the products is secure by using an encrypted secure payment
mechanism. However, we are not responsible for any third party payment mechanism
providers and you may be subject to those third parties’ terms when using any such
payment mechanism.

9.3 Your credit card or debit card will only be charged when you submit your order and
before the products are despatched.

9.4 If you do not pay for the products and fail to return them in accordance with clause 7.4, we may collect the products from you at your expense. We will try to contact you to let you know if we intend to do this.

9.5 Nothing in this clause affects your legal rights to cancel the contract during the Cooling Off Period as set out in clauses 6 and 7.

9.6 All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate, but
exclude delivery charges. For more information on delivery charges and costs, please
visit here.

9.7 If you are a member of the On Cloud Nine Rewards, we may award you 10 points for
every full £1 that you spend on our Site. To see whether the products you are buying
qualify under the programme, please see here [link to rewards FAQ] before you place
your order as we cannot award points later.


10.1 The Consumer Rights Act 2015 says your products must be as described, fit for
purpose and of satisfactory quality.

10.2 We are under a legal duty to supply you with the products that in conformity with this contract.

10.3 The packaging of the product may vary from that shown in images on our Site.

10.4 Products may vary slightly from their pictures. The images of the products on our Site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours
accurately reflects the colour of the products.


11.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory
rights’) are set out at the top of this page. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from
11.1.1 contact us here; and
11.1.2 visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.

11.2 When you receive your products, you must check them and contact us as soon as possible to see whether there are any damages, or the products are not as advertised.
If you have any questions or complaints about the product, please write to us at
info@cloudninehair.com, or contact our customer service (on the telephone number on
our Site) providing us with photographic evidence as and where possible.

11.3 If a product is faulty or not as advertised, you can choose whether to claim under our Consumer Warranty (see Clause 12) or in accordance with your legal rights under
consumer law.


12.1 The warranty:
12.1.1 We guarantee that your products will be free from manufacturing defects
during the time periods set out within the table at the bottom of this page
(Consumer Warranty). Your right to claim under our Consumer Warranty is
in addition to your legal rights under consumer law.
12.1.2 Subject to Clause 12.1.3, our Consumer Warranty covers all our products if
faulty or not as advertised for the Manufacturer’s Guarantee Period, (as set
out in the table below). In order to benefit from the Extended Warranty
Period you must register the product within 14 days of receipt (unless
stated otherwise) and in all cases (whether for the Manufacturer’s
Guarantee Period or Extended Warranty Period) provide a valid proof of
purchase with any claim that you make to us.
12.1.3 The Consumer Warranty will not apply in the following circumstances: in the case of any product fault or defect resulting from:
i. fair or reasonable wear and tear or normal ageing of the
ii. damage caused by accident, abuse, misuse, fire, liquid
contact or other external cause;
iii. negligence by you or any associated party;
iv. alteration, repair or interference by you or any third party;
v. a replacement product;
vi. cosmetic damage, howsoever caused, including but not limited to scratches or dents and wires;
vii. damage caused by operating or storing the product outside the user manual or instructions enclosed with the product, the
technical specifications or other published guidelines;
viii. or use of the products for professional, commercial or business purposes; or if the serial number or Hidden Tag QR Code has been removed or defaced from the product; or if you are unable to provide proof of purchase with your claim, or if we otherwise have reason to believe that the Product has been re-sold, stolen or is counterfeit.

12.2 To make a claim under the Consumer Warranty you must fill in the form on the
Returns Page of our Site here and follow the instructions written to
you via our email. We will send you a link to a returns label for you to return your
product to us via Royal Mail. All paperwork must be included in the parcel for the
warranty to be actioned. We will not be liable for any claim made under the Consumer
Warranty, until we receive the products safely and securely to the delivery address
stated on the returns label.

12.3 If you make a claim under the Consumer Warranty during the relevant Consumer
Warranty period, we will (at our option):
i. replace the product;
ii. repair the product, using new or previously used parts that are equivalent to new in
iii. performance and reliability; or
iv. provide you with a refurbished product, which will be the same age/model/condition of
v. the product that you originally purchased; or
vi. if your claim is in respect of a Limited Edition or Discontinued Product, we will provide a suitable replacement of equal value. However, the colour of the replacement product may differ to the original product.

12.4 In the event that we provide replacement irons (in accordance with 12.3), the
Consumer Warranty will apply to the replacement irons for the remainder of the
Consumer Warranty period, as calculated from the date of purchase of the original
product that we have replaced.

12.5 Out of Warranty Repair Service. In addition to our Consumer Warranty, we offer a
product repair service for any products which are not covered by our Consumer
Warranty (for example, because the defect occurs outside of the Consumer Warranty period or because the defect is caused by accidental damage). Please email us at
info@cloudninehair.com for information about the repair service and prices. We may
offer a like-for-like replacement or refurbished product instead of repairing your product, but we do not guarantee that the replacement or refurbished product will be the same colour as the original product.

12.6 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.


13.1 If this contract is ended, it will not affect our right to receive any money which you owe to us under this contract.


14.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care
and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or
the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.

14.3 We are not liable for business losses. We only supply the products for domestic and
private use. If you use the products for any commercial, business or re-sale purpose
we will have no liability to you for any loss of profit, loss of business, business
interruption, or loss of business opportunity.

14.4 Delivery Investigations. In the unlikely event there is an issue with delivery we are
required to conduct a full investigation with our courier service, which can take up to 5
business days. Once you have completed the form, we will contact you directly to
provide a resolution.


15.1 You can only use our Cloud Nine gift cards for purchasing products via our Site. Cloud Nine gift cards are redeemable exclusively for products on our Site. Cloud Nine gift cards are not refundable and cannot be exchanged for cash or used to purchase additional Cloud Nine gift cards. Cloud Nine gift cards purchased on the UK Site may only be used to purchase products on the UK Site (and cannot be used on Cloud Nine websites in other countries outside of the UK).

15.2 When a purchase is made using a Cloud Nine gift card, no change will be given. Any remaining balance on the Cloud Nine gift card may be redeemed against future

15.3 Where a product is purchased using a Cloud Nine gift card and is later returned (in accordance with these terms), the price of the returned product will be credited to the Cloud Nine gift card balance. If the product is exchanged for a cheaper product (in accordance with these terms), the difference in the price between the two products will be credited to the Cloud Nine gift card balance.

15.4 Cloud Nine gift cards are valid for 12 months following the date of purchase. Upon
expiry, any remaining balance on the Cloud Nine gift card will be lost.


16.1 Promotions, discounts and voucher codes redeemable on the Site are not valid in
conjunction with any other offer or promotion. Only one promotional, discount or
voucher code can be used per order.

16.2 Minimum spends may apply for certain promotions, discount or voucher codes.

16.3 It is not possible to apply a promotional code, discount code or voucher code to an order after the order has been submitted, whether via the Site or over the phone.

16.4 The length of time a promotion, discount code or voucher code is available, is set at our discretion and we have the right to remove or amend this at any time.

16.5 Promotions may be limited to one per product and not all products may be included in each promotion. These promotions may only be available to redeem from the Site directly and may not be available from our third party stockists.


17.1 We may transfer the contract to someone else. We may transfer our rights and
obligations under these terms to another organisation. We will always tell you in
writing if this happens and we will ensure that the transfer will not affect your rights
under the contract. If you are unhappy with the transfer, you may contact us to end
the contract within seven (7) days of us telling you about it and we will refund you any
payments you have made in advance for products not provided.

17.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person, if we agree to this in writing. Where you purchase a product as a gift, you may transfer our Consumer Warranty to the recipient of the gift, provided that the recipient can comply with the steps set out in clause 12.1.2).

17.3 Nobody else has any rights under this contract (except someone you pass your Consumer Warranty on to in accordance with Clause 17.2). This contract is between
you and us. No other person shall have any rights to enforce any of its terms, except
as explained in Clause 17.2 in respect of our Consumer Warranty. Neither of us will
need to get the agreement of any other person in order to end the contract or make
any changes to these terms.

17.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the
paragraphs of these terms operates separately. If any court or relevant authority
decides that any of them are unlawful, the remaining paragraphs will remain in full
force and effect.


18.1 We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the services we have or any other matter, please contact us as soon as possible using the contact details set out at the top.

18.2 Our Complaints Policy can be accessed here.
18.3 If a dispute cannot be resolved in accordance with our Complaints Policy.

18.4 These terms are governed by English law and you can bring legal proceedings in
respect of the products in the English courts. If you live in Scotland you can bring legal
proceedings in respect of the products in either the Scottish or the English courts. If
you live in Northern Ireland you can bring legal proceedings in respect of the products
in either the Northern Irish or the English courts.


Using Klarna to try before you buy? For more information - please see here. We are not responsible for your use of Klarna and you will need to accept Klarna’s terms when you
use it. You should make yourself aware of them before you use their services, you can find them here.


Credit is subject to a Minimum spend of £50 and minimum deposit of 5%. ABC Limited credit agreements are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Credit is available to permanent UK residents aged 18+, subject to status, any missed payments may affect your ability to obtain credit from ABC Limited and other lenders. Please spend responsibly. For more information – please see here.

We are not responsible for your use of ABC Limited credit agreements and you will need to acceptABC Limited’s terms when you use its website or services. You should make yourself aware of them before you use our services, you can find them here.


Product Manufacturer's Guarantee Period Extended Warranty Period
Cordless Battery 6 MONTHS N/A
Magical Quick Dry Potion and Accessories N/A N/A
The New Airshot Pro 1 YEAR 2 YEARS
Revive, Rejuvenate, Redefine 1 YEAR N/A
Sericite Collection 1 YEAR 3 YEARS
The 2-in-1 Contouring Iron Pro 1 YEAR 3 YEARS
The Airshot 1 YEAR N/A
The Airshot Pro 1 YEAR 2 YEARS
The Mini Iron 1 YEAR 3 YEARS
The Original Cordless Iron 1 YEAR N/A
The Original Hot Brush 1 YEAR 3 YEARS
The Original Iron Pro 1 YEAR 3 YEARS
The Original/Wide including Limited Edition/Touch/Micro Irons and All Wands 1 YEAR 3 YEARS
The Retro Iron 1 YEAR 3 YEARS
The Wide Iron Pro 1 YEAR 3 YEARS
Got a question? Get in touch
Simply contact our Customer Experience Team for help, using the form on the left, or use our Online Chat function.

Phone Numbers
UK: 01423 223327
International: +44 1423 223327

Monday - Thursday - 9am – 5pm
Friday - 9am - 4pm
Saturday and Sunday - Closed

Online Chat
Monday to Thursday - 8am – 8pm
Friday - 9am - 4pm

Our Office
A2 Hornbeam Square West
Harrogate HG2 8PA