Refund and Returns Policy for Cloudtopis

At Cloudtopis, we are committed to providing high-quality charms and ensuring customer satisfaction. If for any reason you are not completely satisfied with your purchase, we offer a straightforward Refund and Returns Policy to assist you. Please review the following guidelines to understand our process.

1. Eligibility for Returns

We accept returns within 30 days of the delivery date. To be eligible for a return, the following conditions must be met:

  • The item must be unused, unworn, and in the same condition as when you received it.
  • The product must be in its original packaging, including any accessories, documentation, or tags.
  • Proof of purchase (receipt or order confirmation) must be provided.

Please note that customized or personalized items are not eligible for return unless they are defective or damaged upon arrival.

2. Return Process

To initiate a return, follow these simple steps:

  1. Contact our customer service team at [email protected] or call us at (301) 829-2760 to request a return authorization.
  2. Once your return request is approved, we will provide instructions on how to send the item back to us.
  3. You are responsible for the return shipping costs unless the item is defective or there was an error on our part.
  4. We recommend using a trackable shipping method to ensure the safe return of your item.

Once we receive and inspect the returned item, you will be notified of the approval or rejection of your refund.

3. Non-Returnable Items

Certain products are exempt from being returned, including:

  • Sale items or products purchased with a discount.
  • Gift cards.
  • Any custom-made or personalized items.
  • Items not in their original condition, damaged, or missing parts for reasons not due to our error.

4. Defective or Damaged Items

If you receive a defective or damaged item, please notify us within 7 days of receiving your order. We will work with you to either:

  • Provide a replacement at no additional cost, or
  • Offer a full refund, including shipping costs.

To process defective or damaged product claims, we may request photos or other documentation showing the issue.

5. Refund Policy

We offer refunds on eligible returned items as follows:

  • Once we receive and inspect the item, we will notify you of the status of your refund.
  • If your refund is approved, it will be processed within 5-7 business days to your original method of payment.
  • Please note that it may take some time for your bank or credit card company to reflect the refund in your account.

Partial Refunds: In certain cases, only partial refunds may be granted, such as:

  • Items returned with obvious signs of use.
  • Products not returned in their original condition, damaged, or missing parts not due to our error.

6. Exchanges

We do not offer direct exchanges at this time. If you wish to exchange an item, please return the original product for a refund and place a new order for the replacement.

7. Late or Missing Refunds

If you haven’t received your refund after the processing period:

  1. Check your bank account or credit card statement again.
  2. Contact your bank or credit card provider, as there may be a processing delay.
  3. If you’ve done this and still have not received your refund, please contact us at [email protected] or call us at (301) 829-2760 for further assistance.

8. International Returns

For international customers, the return process remains the same. However, please note that shipping costs for international returns are the responsibility of the customer, unless the item is defective or damaged. Additionally, customs duties, taxes, and shipping fees are non-refundable.

9. Shipping Costs for Returns

  • Customer-Initiated Returns: The customer is responsible for paying return shipping costs unless the return is due to a defect or an error on our part.
  • Defective or Incorrect Items: If the item is defective or there was a shipping error, Cloudtopis will cover the return shipping costs.

Shipping costs are non-refundable unless the return is due to a defective or damaged item. If you receive a refund, the cost of return shipping (if applicable) will be deducted from your refund.

10. Customer Support

Our customer service team is here to assist you with any questions or concerns you may have regarding our Refund and Returns Policy. You can reach us at:

Our team is available Monday to Friday, 9 AM to 6 PM (EST).

11. Changes to the Refund and Returns Policy

Cloudtopis reserves the right to modify this Refund and Returns Policy at any time. Any changes will be posted on this page, and your continued use of the website constitutes your acceptance of the updated policy.