Refund policy

RETURN & REFUND POLICY

Cloud Cuddles

Website: cloudcuddles.store
Email: cloudcuddlesstore@gmail.com

Last Updated: 04/06/2026

At Cloud Cuddles, we want you to be completely satisfied with your purchase. This Return & Refund Policy explains your rights and our procedures regarding returns, refunds, exchanges, and order cancellations.

1. Your Right to Return

You have the right to request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused, unworn, and in the same condition as received;

  • Be returned in its original packaging;

  • Include all tags, accessories, manuals, and promotional items;

  • Be accompanied by proof of purchase, such as an order confirmation or receipt.

We reserve the right to refuse returns that do not meet these conditions.

2. How to Start a Return

To request a return, please contact us at:

Email: cloudcuddlesstore@gmail.com

Please include:

  • Your order number;

  • The item(s) you wish to return;

  • The reason for the return (optional for change-of-mind returns).

If your return request is approved, we will provide instructions on how and where to send your item.

Important: Returns sent without prior authorization will not be accepted.

3. Return Shipping

Unless the item is faulty, damaged, defective, or incorrect, customers are responsible for return shipping costs.

We strongly recommend using a tracked shipping service, as Cloud Cuddles cannot be responsible for returns lost during transit.

4. Faulty, Damaged, or Incorrect Items

Please inspect your order upon arrival.

If you receive:

  • A defective item;

  • A damaged item;

  • An incorrect item;

  • An item missing parts or accessories;

please contact us within a reasonable period after delivery at:

cloudcuddlesstore@gmail.com

Where applicable, we may request photographs of the issue to assist with our assessment.

If the issue is confirmed, we will provide an appropriate remedy, which may include:

  • A replacement;

  • A repair (where applicable);

  • A full or partial refund.

5. Consumer Cancellation Rights (UK & EU Customers)

If you are purchasing as a consumer and your order is delivered within the United Kingdom or European Union, you generally have the legal right to cancel your order within 14 calendar days of receiving your goods without providing a reason.

To exercise this right, you must notify us by email before the 14-day cancellation period expires.

The item must be returned in a condition suitable for resale. You may inspect the goods as you would in a physical shop, but excessive handling that reduces the value of the item may result in a deduction from your refund.

This right does not apply to exempt products listed in Section 7.

6. Exchanges

We currently do not offer direct exchanges.

If you wish to receive a different item, please:

  1. Return the original item following our return procedure;

  2. Place a new order for the desired item.

7. Non-Returnable Items

The following items cannot be returned unless faulty or not as described:

  • Personalized or custom-made products;

  • Perishable goods;

  • Health, hygiene, and personal care products that have been opened or used;

  • Sealed products that are unsuitable for return for health or hygiene reasons once opened;

  • Digital products or downloadable content once accessed or downloaded;

  • Gift cards;

  • Clearance, liquidation, or final-sale items where legally permitted.

If you are unsure whether your item qualifies for return, please contact us before purchasing.

8. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to the original payment method used for the purchase.

Refunds are generally processed within 10 business days after approval, although processing times may vary depending on your payment provider or financial institution.

9. Refund Deductions

Where permitted by law, we may reduce the refund amount if:

  • The item shows signs of unnecessary use;

  • The item is returned damaged due to customer handling;

  • Parts, accessories, or original packaging are missing.

10. Late or Missing Refunds

If you have not received your refund after 15 business days from approval:

  1. Check your bank account;

  2. Contact your card issuer or payment provider;

  3. Contact us at cloudcuddlesstore@gmail.com.

11. Order Cancellations

Orders may be cancelled before dispatch.

Once an order has been shipped, it cannot be cancelled, but may be eligible for return under this policy.

12. Contact Information

For all return, refund, and cancellation enquiries:

Cloud Cuddles
Website: cloudcuddles.store
Email: cloudcuddlesstore@gmail.com

We aim to respond to all customer enquiries within 2 business days.