Refund and Returns Policy

At BlackCloud, customer satisfaction is our highest priority. We are committed to delivering
carefully curated, premium products with the utmost care. To ensure a seamless experience
for both our customers and delivery partners, we maintain a clear and transparent return and
refund policy.
Please read this policy carefully before placing an order:

1. Product Inspection at Delivery
   Customers are required to inspect their order in the presence of the delivery agent at the
   time of delivery.
   If the product is found to be damaged, defective, or incorrect, it must be reported
   immediately to the delivery agent.
   Return requests will only be accepted at the time of delivery and while the delivery agent is
   present.
2. If Inspection at Delivery is Not Possible
   If a customer is genuinely unable to inspect the parcel at delivery, they must record a clear,
   uninterrupted unboxing video immediately upon receipt.
   The unboxing video must:
   ● Clearly show the sealed parcel before opening.
   ● Capture the entire unboxing process without cuts or edits.
   ● Clearly display the product condition and any issue, if found.
   ● Be shared with BlackCloud within 24 hours of delivery.
3. Eligibility for Return
   A return will only be considered if:
   ● The product is damaged, defective, or incorrect, and
   ● The issue is identified before accepting the delivery.
   If a customer refuses to accept the parcel without a valid reason, the applicable delivery
   charges may be deducted or applied accordingly.
4. Refund Process
   Refund timelines may vary depending on banks or payment service providers.
5. After Delivery Acceptance
   Once the product has been accepted and the delivery agent has departed, no return, refund,
   or exchange requests will be entertained.
   Note: Customers are strongly advised to verify the product thoroughly before
   accepting delivery.
6. Incorrect or Damaged Products
   In cases where BlackCloud delivers an incorrect or damaged item, we will arrange a
   replacement at no additional cost, subject to verification.
7. Sealed & Hygiene-Sensitive Products
   Some products are delivered with sealed or tamper-proof packaging.
   Customers must not open or break the seal before accepting the parcel.
   Opening or damaging the seal after delivery acceptance will void any return or refund
   eligibility, except where required by law.
   Important Notice
   ● Inspection must be completed before delivery acceptance.
   ● Once delivery is completed, the transaction is considered final.
   ● This policy complies with standard e-commerce practices and payment gateway
   requirements in Bangladesh.
   For any questions regarding this policy, please contact us:
   Email: support@vapeshopzone.com