Last updated: 29 October 2026
This page explains what to do if something is wrong with your Cloud Express order. The short version: check your order before you pay, and if there’s a problem, WhatsApp us at 019-620 6083 with your order number, photos and a video, within the time limit below. We don’t refund change-of-mind purchases.
Time limits at a glance
| Problem | Tell us within |
|---|---|
| Disposable dead on arrival | 24 hours of delivery |
| Wrong or missing item | 48 hours of delivery |
| Item damaged in delivery | 48 hours of delivery |
| E-liquid leaking or bottle damaged on arrival | 1 week of delivery |
| Pod, cartridge or coil faulty on arrival | On first use: stop using it and WhatsApp us straight away |
| Device or rechargeable hardware with a manufacturing defect | 1 year of delivery |
The delivery date is the one on your rider’s delivery record or your J&T Express tracking.
1. Check your order before you pay
Before you pay, please check the model, flavour, colour, coil resistance, nicotine strength, which device it fits, the quantity, and your address and phone number. Not sure a pod fits your device? WhatsApp us first, or see our pod vape guide.
You can cancel for a full refund before your order is dispatched. Once a rider or J&T Express has picked it up, it can no longer be changed or cancelled.
2. Change of mind
We don’t give refunds or exchanges if you:
- change your mind or don’t like the product or flavour
- picked the wrong item, or bought something that doesn’t fit your device
- found it cheaper somewhere else
- placed a duplicate or accidental order (cancel it before dispatch instead)
3. When we can help
Once we’ve checked your claim, we’ll put things right if:
- we sent the wrong item, or an item is missing
- the item has a manufacturing defect covered by the warranty
- a disposable arrived dead
- the item was damaged in delivery
- Malaysian law requires a remedy
Making a claim doesn’t guarantee a remedy. Every claim is checked first.
4. How to make a claim
WhatsApp us at 019-620 6083 or email admin01@cloudexpress.my with:
- your order number and contact details
- a short description of the problem
- photos and a video of the problem
- photos of the parcel and its shipping label
- the serial number or authenticity label, if the product has one
- an unboxing video, if you have one
Please keep the original packaging until your claim is settled.
5. Wrong or missing item
Tell us within 48 hours of delivery, and keep the wrong item unopened and unused. We’ll arrange to collect it and send you the correct item, or offer another remedy.
6. Damaged in delivery
Photograph or film the parcel and the item before you throw anything away, keep the packaging and label, and tell us within 48 hours of delivery. We may pass the claim to J&T Express or the delivery provider to investigate.
7. Disposable dead on arrival
Tell us within 24 hours of delivery. This covers a disposable that:
- won’t fire or charge on first use
- has a clear manufacturing defect
- arrives leaking badly
It doesn’t cover a disposable that has simply run out, taste or vapour preferences, the number of puffs you got, a burnt taste after use, minor condensation, leaks from storage or handling, drops, misuse, tampering, or carrying on using a device you know is faulty. Puff counts are manufacturer estimates; see how long a disposable lasts.
8. Device warranty
Devices and other rechargeable hardware are covered for 1 year from the delivery date against manufacturing defects. If a product page or the manufacturer states a different warranty, we’ll tell you when you claim.
The warranty doesn’t cover physical damage, water damage, charging damage, using incompatible accessories, modification, normal wear and tear, loss or theft, or consumables wearing out. Removing or damaging the serial number or warranty seal may void it. A pod that won’t fire isn’t always a faulty device: try our pod troubleshooting guide first.
9. Items we can’t take back
For hygiene and safety reasons, we can’t accept returns of:
- e-liquids, disposables, pods, cartridges, coils, tanks and atomisers, and drip tips
- batteries and opened accessories
- anything that has been opened or used
- clearance and final-sale items, free gifts, gift cards, and items bought with a discount code
This doesn’t affect claims for a wrong item, damage in delivery, a dead-on-arrival product or a manufacturing defect. We’ll still check an opened item if you needed to open it to find a genuine fault.
10. Sending an item back
Please get our approval on WhatsApp before you send anything back. Return the complete product with its packaging, accessories, labels and proof of purchase. We can’t accept returns sent without approval or sent cash on delivery.
11. How we check a claim
We may inspect and test the item, check that it’s authentic, or refer it to the supplier. No remedy is confirmed until that’s done.
We may turn down a claim if we find no defect, the item was misused or modified, evidence is missing, or it was reported after the time limit. If the item isn’t faulty, you may need to pay the delivery cost to have it sent back to you.
12. What we’ll offer
Depending on the problem: a repair, the same or an equivalent replacement, a replacement part, store credit (only if you agree), or a refund where that’s the right fix. A refund isn’t automatic when a repair or replacement solves the problem.
13. Refunds
Approved refunds go to the person who placed the order, by the original payment method (FPX, card or DuitNow QR through toyyibPay) or by bank transfer if we both agree. We may need to confirm your identity or payment first. We process approved refunds within 7 working days; when the money reaches you then depends on your bank or payment provider.
14. Delivery fees
The original delivery fee isn’t refundable unless we sent the wrong item, the item is faulty or was damaged in delivery, or the law requires it. Who pays for return delivery is decided when we review your claim.
15. Free gifts
Free gifts have no cash value and can’t be refunded. If an order is refunded, we may ask for the gift back or deduct its value from the refund.
16. Your legal rights
Nothing on this page takes away your rights under Malaysian law, including the Consumer Protection Act 1999. This page works alongside our Terms and Conditions.
17. Contact
WhatsApp: 019-620 6083 · Email: admin01@cloudexpress.my · More ways to reach us on our Contact page.
Nicotine is addictive. For adults aged 18 and over only.
