Refund policy
Refund & Return Policy
Last Updated: October 3, 2026
At Cloudee, we want you to be happy with your purchase. If for any reason you are not completely satisfied with your order, you have 30 days from the date you receive your item to request a return.
30-Day Returns
You may request a return within 30 days of receiving your order.
To be eligible for a return, the product must:
- Be unused and unworn
- Be in the same condition in which you received it
- Be returned in its original packaging, where applicable
- Include your order number or other proof of purchase
Because Cloudee products are personal care items, used products cannot be returned for hygiene and safety reasons.
How to Start a Return
To request a return, please contact us at:
Please include your order number and briefly explain the reason for your return.
Do not send your product back before contacting us.
Once we receive your request, our team will review it and provide you with the return instructions, including the return address and any additional information needed to complete the return.
We will manage the return process directly with you by email.
Returns sent without contacting us first may not be accepted.
Return Shipping
Once your return request has been approved, we will provide you with instructions regarding how to return your order.
Whether return shipping is provided or deducted from the refund will depend on the circumstances of the return and will be communicated to you before you send the item back.
If your item arrived damaged, defective, or incorrect, please contact us before returning it so we can review the issue and provide the appropriate solution.
Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it.
If your item arrives:
- damaged;
- defective;
- incomplete; or
- different from what you ordered,
please contact us as soon as possible at holacloudee@gmail.com and include your order number and, where possible, photographs showing the issue.
We will review the situation and work with you to provide an appropriate solution, which may include a replacement or refund.
Refunds
Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.
If your return is approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for us to process an approved refund.
After we issue the refund, your bank or credit card provider may require additional time to post the funds to your account.
If you have not received your refund after 15 business days from the date we confirmed that your refund was issued, please contact us at:
Exchanges
If you would like a different product, we recommend contacting us at holacloudee@gmail.com before returning your order.
Our team will help you determine the best way to handle the exchange.
Sale Items
Unless otherwise stated at the time of purchase, sale and promotional items are eligible for returns under the same 30-day return policy, provided they meet the return conditions above.
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash, except where required by applicable law.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to cancel your order before it is processed or shipped.
Once an order has been processed or shipped, it may no longer be possible to cancel it. In that case, you may request a return in accordance with our 30-day return policy.
Contact Us
If you have any questions about returns, refunds, or exchanges, please contact us:
Cloudee
Email: holacloudee@gmail.com
Our customer support team will guide you through the process and provide the necessary return instructions.