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Refund Policy

Effective Date: 19th July 2025

Thank you for shopping with Cloud Culture UK Ltd. We want you to be completely satisfied with your purchase. Please read our policy below to understand your rights regarding returns, refunds, and cancellations.

 

1. Your Right to Cancel (UK Consumers)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel, please contact us at [your email] with your order number and intention to cancel. You then have 14 days to return the item(s) to us.

 

2. Returns Eligibility

We accept returns under the following conditions:

  • Items must be unused, in original packaging, and in resalable condition.

  • You must return the item(s) within 14 days of notifying us.

  • Items that are custom-made, perishable, digital downloads, or personal hygiene items (e.g. earrings, opened cosmetics) are not eligible unless faulty.

 

3. Faulty or Damaged Items

If your item arrives faulty or damaged, please notify us within 7 days of receipt. We will offer a replacement, repair, or full refund, including original delivery costs.

Please provide:

  • Order number

  • Photos of the issue (if applicable)

 

4. How to Return an Item

  1. Email us at [your email] with your order number and reason for return.

  2. We’ll confirm return instructions.

  3. Post the item to:

Returns Dept

Cloud Culture UK​

Unit 11A

Far Green Industrial Estate

Stoke on Trent

ST1 6AZ

Please ensure the item is packaged securely. We recommend using a tracked service.

 

5. Return Shipping Costs

  • If you're returning due to change of mind: You are responsible for return postage.

  • If the item is faulty or incorrect: We will cover or reimburse return postage.

 

6. Refunds

  • Refunds are processed within 14 days of receiving your returned item.

  • Funds will be returned to your original payment method.

  • Original delivery charges will only be refunded if the item was faulty, damaged, or incorrect.

 

7. Exchanges

If you'd like to exchange an item (e.g. for a different size), contact us within 14 days of receiving your order. Exchanges are subject to stock availability.

 

8. Contact Us

If you have any questions about your return, contact our team:

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