Refund policy

Return and Refund Policy

At Cloudora, we want you to feel confident and satisfied with every purchase. If your order does not meet your expectations, you may request a return within 30 days of receiving the product, subject to the terms outlined below.

This Return and Refund Policy applies to purchases made through cloudora.cyou.

30-Day Return Period

You have 30 calendar days from the date your order is delivered to request a return.

To qualify for a return, the product must:

Be unused, unworn, unwashed, and undamaged.
Be in its original condition.
Include its original packaging, accessories, instructions, and components.
Have proof of purchase, such as an order confirmation or order number.
Be returned according to the instructions provided by our customer support team.

Cloudora offers eligible customers a free return and refund within the 30-day return period. A prepaid return label or other return instructions may be provided depending on the customer’s location and the circumstances of the return.

Please do not send a product back to the address shown on the package or to our business address without first contacting us. Unauthorized returns may not be accepted or processed.

How to Request a Return

To begin a return, contact us at:

Email: support@cloudora.cyou
Phone: +1 250 891-3766

Please include:

Your full name.
Your order number.
The name of the product being returned.
The reason for the return.
Clear photographs or videos if the product is damaged, defective, incorrect, or incomplete.

Our support team will review your request and provide return approval, a return address, and any required shipping instructions.

Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

Damaged during delivery.
Defective.
Different from the product ordered.
Missing components or accessories.
Received in an unusable condition.

Please provide clear photographs or videos of the item, packaging, shipping label, and visible issue. After reviewing the evidence, we may offer a replacement, refund, store credit, or another appropriate resolution.

Do not discard the product or its packaging until your claim has been reviewed.

Non-Returnable Products

Unless a product is damaged, defective, or incorrect, we may be unable to accept returns for:

Products returned after the 30-day return period.
Products that have been used, washed, altered, assembled, damaged, or modified.
Products missing original components, accessories, or packaging.
Personalized or custom-made products.
Clearance or final-sale products clearly marked as non-returnable.
Gift cards.
Products damaged through misuse, improper installation, accidents, or failure to follow product instructions.
Products returned without prior authorization.

Your statutory rights, where applicable, are not affected.

DIY and Semi-Finished Products

Some Cloudora products may require customer assembly, threading, hanging, or installation. Product pages will indicate when an item is supplied as a DIY, semi-finished, or self-assembly product.

A return may not be approved solely because assembly is required when this information was clearly disclosed before purchase. However, eligible unused products may still be returned within the 30-day return period in accordance with this policy.

Exchanges

We do not guarantee direct product exchanges because inventory availability may change.

The fastest way to receive a different product is generally to return the original eligible item and place a new order after your return has been approved.

If your product arrived damaged, defective, or incorrect, contact us before placing another order so we can determine the most suitable resolution.

Return Shipping

Eligible returns requested within 30 days qualify for free return shipping.

Customers must use the return method, label, and address supplied by Cloudora. Cloudora is not responsible for products sent to an unauthorized address or returned using a shipping method that was not approved by our support team.

Please retain your return receipt and tracking information until the refund has been completed.

Refund Processing

After your returned product is delivered, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days after approval for the refund to appear, depending on your bank, card issuer, or payment provider.

Original expedited shipping charges, optional insurance fees, duties, taxes, and other non-refundable service charges may not be refunded unless the order was damaged, defective, incorrect, or otherwise eligible under applicable law.

Order Cancellations

Orders may be cancelled only before they enter processing or shipment.

To request cancellation, contact us as soon as possible at support@cloudora.cyou. We cannot guarantee that a cancellation request can be completed once an order has been processed, packed, or shipped.

If an order can no longer be cancelled, you may request a return after delivery under this policy.

Refused or Unclaimed Deliveries

If a delivery is refused, left unclaimed, or returned because the customer provided an incorrect or incomplete address, the order may be treated as a standard return after it reaches the designated return facility.

Any additional costs caused by an incorrect address, repeated delivery failure, or refusal of a valid shipment may be deducted from the refund where permitted by law.