To return for a refund under our 45-day return policy, you will need to provide us your order number and purchase date.

Click here to start your return.

IMPORTANT POLICY NOTES:

All returned styling tools must be unmarked and undamaged, including the original product packaging.

Any free gifts received with your purchase must also be returned unmarked, undamaged and in the original product packaging.

Return postage will be at your own cost.

Returns are processed within 14 working days of receipt to our returns warehouse.

We do not offer product exchanges.

If you have purchased two styling tools with a bundle saving and decide to return one of your products, you will lose the bundle saving on the product you keep and be refunded the difference.

To process a warranty claim, you will need
to provide us with the 12-digit product serial number, the purchase date and a
description of the fault.

Click here to start your claim.

IMPORTANT POLICY NOTES:



All Cloud Nine styling tools are covered by
a warranty period in line with our Terms and Conditions.

Warranty Claims are processed within 5-7
working days of receipt to our returns warehouse.

Please do not return any accessories or
product packaging with your parcel as these are recycled on arrival to our
Service Department. Accessories include the Styling Case, Heat Guard and
product box.

We replace faulty styling tools with a
like-for-like product. However, in some instances the product colour may differ
from the original item. 

There is no extended warranty period on a
replacement styling tool - the warranty period remains in line with the
original purchase date.

If you are returning The Original Cordless
Iron, you will need to return the charging cable and pod for testing.

In the unlikely event you have a problem with your professional use product please contact us so that we can resolve your situation as soon as possible. Professional use products are subject to our Terms and Conditions.

Please note, we are unable to accept returns of Professional Use or Salon Retail styling tools in line with our Terms & Conditions of Sale agreed upon at the time of your professional account creation.

At Cloud Nine, we take product safety and customer concerns seriously and are committed to handling genuine claims fairly.

Information and supporting evidence submitted with a claim must be truthful and accurate. Images must genuinely represent the product and the damage reported. 

Submitting fabricated or misleading evidence, including AI-generated or digitally altered images used to misrepresent damage, may constitute fraud.

Where we have reasonable grounds to suspect fraud, we may investigate and report the matter to the police or other appropriate authorities.

Where fraud is established, we may take legal action to recover losses and reasonable costs caused by it, to the extent permitted by law.

An unsuccessful claim or an honest mistake does not, by itself, amount to fraud. This policy does not affect your statutory rights or your ability to report a genuine product safety concern.