Last updated: 1 June 2025. This policy applies to all orders placed on cloudnineau.com.
Qualifying Reasons for Return or Refund
We accept return/refund requests for the following qualifying reasons:
- Wrong item received: You received a product different from what you ordered
- Damaged in transit: Product arrived physically damaged or broken
- Significantly under-dosed: Third-party lab test shows THC/CBD more than 15% below stated values
- Failed lab test batch: A product you purchased is later recalled due to a failed lab test
- Non-delivery confirmed: Australia Post confirms the parcel is lost and cannot be located
Non-Qualifying Reasons
We do not accept return or refund requests for:
- Change of mind after dispatch
- Subjective preference (e.g., "I don't like the flavour")
- Mild variation in potency within acceptable testing tolerance (±15%)
- Orders where the customer provided an incorrect delivery address
- Customs seizure (we do not ship internationally)
- Damage caused after delivery
How to Submit a Return/Refund Request
Email orders@cloudnineau.com within 30 days of your delivery date. Use subject line: "Refund Request — [Your Order ID]"
Include your order ID, delivery address, a clear description of the issue, and photographic evidence if applicable (e.g., photos of damaged product)
Our team will review your request within 1–2 business days and respond with our decision
Approved refunds are processed within 3–5 business days. We do not require physical return of cannabis products due to the nature of the goods.
Refund Methods
Approved refunds are issued using one of the following methods:
- Cryptocurrency refund: Returned in the same crypto (BTC or ETH) used for payment, at the exchange rate at time of refund
- Store credit: Full value applied as credit toward your next order (no expiry)
- Reship: We reship the correct or replacement product at no charge
We do not issue AUD cash refunds as we do not accept fiat payment.
Damaged Goods
If your order arrives damaged, photograph the packaging and the product before opening further. Email the photos to orders@cloudnineau.com with your order ID. We will arrange a reship of the affected items within 48 hours of approving your request.
Lost Parcels
If your parcel shows as delivered on tracking but you haven't received it, please check with neighbours and your building manager first. If still not located, contact us. We will lodge an Australia Post investigation on your behalf. If Australia Post confirms the parcel is lost (typically within 7–10 business days), we will reship your order at no charge.
Cancellation Policy
Orders can be cancelled within 1 hour of submission, provided cryptocurrency payment has not yet been confirmed on-chain. To cancel, email orders@cloudnineau.com immediately with your order ID in the subject line. Once payment is confirmed, orders cannot be cancelled as they enter our fulfilment queue.
Contact Us
Questions about this policy? Our support team is available 7 days a week.
Email: orders@cloudnineau.com
Telegram: @cloudnineAU
Response time: Within 4 business hours