Terms and Conditions

Last updated: 29 October 2026

These terms apply to every order placed on cloudexpress.my. By placing an order you agree to them. Please read them before you buy.

1. Who we are

This shop is Cloud Express (cloudexpress.my).

2. Adults 18 and over only

We sell vape devices, pods, cartridges and e-liquids, some of which contain nicotine. We only sell to customers aged 18 and over, in line with the Control of Smoking Products for Public Health Act 2024. By ordering, you confirm that you are 18 or older.

Our riders and couriers may ask to see proof of age on delivery. If the recipient cannot show that they are 18 or over, we will not hand over the order. The order will be cancelled and refunded, less the delivery fee.

3. Prices and products

All prices are in Malaysian Ringgit (RM). The price you pay is the price shown in your bag at checkout, plus the delivery fee shown there.
Product photos are for illustration. Packaging and colours may vary slightly from batch to batch.
Availability is shown per delivery area as Available or Sold out. If an item you ordered turns out to be unavailable, we will contact you to offer a replacement or a refund for that item.

4. Payment

All orders are paid online at checkout through toyyibPay, by FPX online banking, debit or credit card, or DuitNow QR.
We do not accept cash on delivery.
Your order is confirmed once toyyibPay confirms your payment. A payment link stays open for 1 day; after that, please place the order again.
We never see or store your card or banking details. They are handled by toyyibPay and your bank.

5. Delivery

Instant delivery

Available in George Town, Bayan Lepas and Seberang Perai in Penang, in Kulim, Kedah, and in Kangar, Perlis. See our delivery areas page for the neighbourhoods and postcodes we cover.
Delivered in 30–60 minutes after your payment is confirmed, daily from 11am to 10pm. Times are estimates and can be affected by weather, traffic and demand.
Delivery fee: RM 10 for addresses within 10 km of our dispatch point, and RM 15 for addresses 10 to 15 km away. The fee for your address is shown at checkout before you pay.

J&T Express, nationwide

Available anywhere in Malaysia, and inside the instant areas if you prefer it.
Orders paid before 6pm are dispatched the same day; later orders are dispatched the next day. Delivery time after dispatch depends on J&T Express.
Delivery fee: RM 7.

Free delivery

Free delivery for instant and postage with T&C, minimum purchase RM150.

Outside the instant areas

If you are outside our instant delivery areas and want instant delivery, contact us on WhatsApp for a special arrangement. Additional charges may apply, and free delivery on orders over RM150 may not apply to special instant delivery requests.

Tracking and handover

You can follow your order in My Account → Track order. For instant delivery we add the rider’s live tracking link; for J&T we add the tracking number.
Please make sure your address and phone number are correct and that someone aged 18 or over can receive the order. If a delivery fails because of a wrong address, or because nobody is available to receive it, a second delivery may be charged.

6. Cancelling an order

You can cancel an order and get a full refund before it is dispatched. WhatsApp us with your order number as soon as possible. Once an order has been picked up by a rider or courier, it can no longer be cancelled.

7. Warranty

Devices and hardware: 1 year from the delivery date, against manufacturing defects.
E-liquids: 1 week from the delivery date, against manufacturing defects such as leaking or damaged bottles on arrival.
Disposables: covered if dead on arrival, reported within 24 hours of delivery.

The warranty does not cover damage from misuse, drops, water, wrong charging, wear and tear, or products that have been opened up or modified. Pods, cartridges and coils are consumables and are covered only if faulty on arrival.

To make a claim, WhatsApp us your order number, a short description and photos or a video of the fault. If the claim is accepted, we will repair or replace the item. If neither is possible, we will refund it. Full details, time limits and exclusions are on our Warranty, Returns and Refunds page.

8. Returns and refunds

We do not give refunds for change of mind, including choosing the wrong item or buying something that does not fit your device. Please check your order before you pay.
For hygiene and safety reasons, we cannot accept returns of opened or used products unless they are faulty.
If you receive a wrong, damaged or missing item, WhatsApp us within 48 hours of delivery with your order number and photos. We will send the correct item or refund it.
Approved refunds are paid within 7 working days to the account you paid from, or by bank transfer.
See Warranty, Returns and Refunds for the full policy.

9. Membership and vouchers

Your membership tier is based on your total spend on completed orders placed while signed in. Delivery fees are not counted.
When you reach a new tier, its reward is added to your account automatically. Each voucher is valid for 40 days, for one order, and only on orders that meet the minimum spend shown for that tier.
Rewards are given once per tier, have no cash value and cannot be transferred. We may change or end the programme with notice on this site; rewards you have already received stay valid until they expire.

10. Your account

Keep your password private. You are responsible for orders placed from your account. Tell us straight away if you think someone else has used it.

11. Health notice

Nicotine is addictive. Our products are not for use by non-smokers, pregnant or breastfeeding women, or people with heart conditions. Keep them away from children and pets.

12. Liability

Nothing in these terms limits your rights under the Consumer Protection Act 1999. Otherwise, our responsibility for any order is limited to the amount you paid for it.

13. Changes and governing law

We may update these terms from time to time. The version on this page when you place an order applies to that order. These terms are governed by the laws of Malaysia.

14. Contact

WhatsApp: 019-620 6083 · Email: admin01@cloudexpress.my

Are you 18 or over?