Returns

Returns and Exchanges

Every Cloud Nine product is created to the highest standards and thoroughly checked before it leaves us. But if, for any reason you need to return a Cloud Nine product we’ll ensure the whole process is as simple and speedy as possible.

CLOUD NINE RETURNS POLICY

If for any reason you are not satisfied with your Cloud Nine product we will offer a full refund, providing you return the product to us within 14 days of recieving your item.

Making a return is easy, there are three simple steps to follow:

1. Request a Returns Merchandise Authorization (RMA) number.
2. Fill out the returns form enclosed in your package or Download the Returns form here, and enclose this in the returns package.
3. Send the package back to the address specified on the returns form within 14 working Days of receiving your item.

To request your RMA number, please call our customer service team on 0845 026 7121 or email us at info@cloudninehair.com

The package must be returned within the specified 14 day return period. Returns received over 20 working days later than the date the item was received by the customer will not be accepted.

All items returned must be unmarked and undamaged. All items must be returned with the original packaging. Please ensure that the box containing the items is returned in a sealed postage bag or parcel, and therefore remains in good condition.

Cloud Nine recommends you use registered or special delivery when returning any products as we cannot be held responsible for missing items.

For more information contact us on returns@cloudninehair.com

Returning a Faulty Product Under Warranty

If your Iron has developed a fault please follow the instructions below to return the item to us for repair or replacement. If you have another product which is faulty (such as an O Pod or a Wand) please contact us before returning the product to us.

All Cloud Nine irons have an advanced signalling system which indicates the status and health of your iron.

• If your irons Hibernation mode is activated (this happens after 30 minutes if you forget to turn them off) your iron will make a bleeping sound every 10 seconds until they are cool again. This bleeping sound is NOT a fault it is the normal operation of the iron.

• Should your iron develop a fault and has a fast continuous bleeping sound please contact our Customer Service Team for advise or follow our returns procedure set out below.

• Should you need to return a product that has become faulty, Cloud Nine reserves the right to replace this with a suitable alternative, however the same colour replacement cannot be guaranteed. We have outlined a brief summary below and if you need any further advice or assistance our customer service team will be happy to help.

• Should your product have a broken 3 pin plug please call our customer service team on: 0845 026 7121 before returning any product to our service centre.

To contact Customer Care Team call 0845 026 7121

All defective products must be sent to our Service Department with your original proof of purchase.

If you are returning a product that is out of warranty, or without a proof of purchase, a fee will be charged to fix the product. This is dependant on the fault of the product and the product type.

Do not send your product with its original packaging or box, we cannot return this if you do. Please ensure your product is wrapped securely and posted in suitable packaging.

Step 1

Enclose a covering letter with the following information;

  • Your full name and address
  • Description of the fault or problem with your product
  • Any different return address you may require
  • A copy of your original proof of purchase
  • Contact email or daytime telephone number is essential

Step 2

Return to:

Cloud Nine Service Dept
Unit 2A
Greensfield Court
Greensfield Ind Estate
Alnwick
NE66 2DE

Cloud Nine recommends you use registered or special delivery when returning any products as we cannot be held responsible for missing items.

Please note this address is ONLY for the return of products which have developed a fault or require repair. If you need to return a product for any other reason please contact our Customer Service Team on 0845 026 7121

If you’re returning a product to us that’s still under warranty, we can refund your postage costs up to a value of £3.95 which is first class recorded post. Please enclose your original postage receipt with your parcel.

Please note that all Cloud Nine products purchased outside the UK should NOT be returned to the UK. Please contact us or your original place of purchase for the international returns procedure.

Got a Question?
Just get in touch

We're here to help! Simply pick up the phone to speak to an expert member of our team or contact us here.

Call us on...

UK 0845 026 7121

International +44 1943 811310

“Service rating : Very quick delivery, nicely packaged and great product.
Product : Nice design, great to have the different temperatures to straighten your hair at and the fact they cool so quickly is great safety feature when kids are in the house.”

0

Shopping Bag

Sub Total
£0.00
Shipping (Estimated)
£0.00
Total
£0.00