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Warranty & Returns

HOW TO RETURN A PRODUCT UNDER WARRANTY

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 defective Cloud Nine product we’ll ensure the whole process is as simple and easy as possible.

SPECIAL NOTE ON CLOUD NINE IRONS:

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

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

Should your Cloud Nine Iron develop a fault and has a fast continuous beeping sound please contact our Customer Care Team for advice or follow our returns procedure set out on this page.

We have outlined a brief summary of our Warranty Returns Policy and Process below and if you need any further advice or assistance please contact our customer care team who will be happy to help.

We are unable to handle warranty claims on products that were purchased from unauthorized internet sites and/or retailers.  

To contact Customer Care, please call (424) 284-7696 or email us at info@cloudnineusa.com.

Please note that Cloud Nine is happy to refund shipping costs you incur returning a product which complies with our warranty conditions. Please find additional details under Step 3 below and include your proof of shipping costs with any product you return.  

STEP 1

All defective products must be sent to our Service Department along with your proof of purchase.
Please contact our Customer Service Department to obtain a Return Authorization and Warranty Claim Form.

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 shipped in suitable packaging.

STEP 2

Enclose a completed Warranty Claim Form with the following information:

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

STEP 3

Return to the Cloud Nine Service Department and email your proof of return shipping costs incurred to info@cloudnineusa.com.  

For your protection we recommend that you use a delivery service with shipment tracking (e.g., USPS, UPS or FedEx Ground) and insure your package for the price you paid as we cannot be held responsible for lost shipments.

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 Care Team at (424) 284-7696 or email us at info@cloudnineusa.com.

  • If you're returning a product to us that is still under warranty, we can refund your shipping costs up to a value of $15.00.
  • Please provide your postage receipt via email to: info@cloudnineusa.com

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 Returns Policy

This Returns Policy is applicable to all orders placed via the official website: www.cloudninehairusa.com.  

At Cloud Nine we want you to be delighted with each and every purchase. Occasionally however you may wish to return items to us. In this case, please find our returns policy and process below:

We offer a full refund of the purchase price within 7 working days of you receiving your item, however, a 20% restocking charge will apply to all returns of merchandise purchased on sale (e.g., below retail price) on this website. Alternatively, we offer a free of charge exchange within 14 days of receiving your item. We do not refund shipping costs.

Due to sanitary and health concerns, we cannot accept the return for a refund of brushes, rollers, combs or liquid products, unless they are are sealed / unopened in their original packaging.

Returning an item

Please follow the simple steps below to allow us to process your refund efficiently.

  1. Please contact our Customer Service Department at (424) 284-7696 or email us at info@cloudnineusa.com to obtain a Return Authorization and Return & Exhchange Form.  
  2. Ensure that the product is returned in the original packaging with all warranty cards, manuals and accessories in a suitable protective packaging.
  3. Then send the package, with a completed Return & Exchange Form, to the address on the form. For your protection we advise you to use a delivery service with shipment tracking and insure your package for the price you paid. Please note you are responsible for the return shipping charges.
  4. We will inform you via email when we have processed your refund.

 


 
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