Return Policy – cloudswims.com
At cloudswims.com, customer satisfaction is our priority. We want you to feel confident when placing an order and comfortable knowing that if something is not right, you have a clear and fair return option. Please read this Return Policy carefully before initiating a return request, as it explains eligibility requirements, timelines, procedures, and important conditions.
1. Return Eligibility Window
Return requests submitted after this window will not be accepted. To remain eligible, items must be shipped back within the timeframe provided after your return is approved.
2. Condition Requirements
For hygiene and quality assurance reasons, all returned items must meet strict condition standards. Returned products must be:
- Unworn and unused
- Unwashed and unaltered
- Free of stains, odors, hair, or damage
- In original packaging
- With all tags and protective liners fully attached
Items that show signs of wear, improper handling, or missing tags cannot be accepted and may be returned to the customer at their expense.
3. Non-Returnable Items
The following categories are not eligible for return:
- Final sale or clearance items
- Gift cards or promotional vouchers
- Items marked as non-returnable on the product page
- Products with removed hygiene liners
- Bundled sets where part of the set is missing
Please review product descriptions carefully before purchase.
4. How to Start a Return
To initiate a return, contact our customer support team through the contact form on cloudswims.com. Include:
- Your order number
- The item(s) you wish to return
- The reason for return
- Clear photos if there is a defect or damage issue
If your request is approved, you will receive return instructions and the return shipping address. Returns sent without prior approval may not be processed.
5. Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping method, as we cannot guarantee receipt of returned packages without tracking. cloudswims.com is not responsible for lost return shipments.
Original shipping fees are non-refundable unless the return is due to our fulfillment error.
6. Inspection and Approval Process
Once your return arrives, it will be inspected by our quality control team. We verify condition, tags, packaging, and compliance with this policy. If approved, your refund will be processed according to the refund method described below. If rejected, we will notify you and may return the item to you.
7. Refunds
Approved refunds are issued to the original payment method used at checkout. Please allow:
- Additional time depending on your bank or card provider
Refunds cover the product purchase price only. Original shipping charges, express shipping upgrades, and return shipping fees are not refundable unless caused by our error.
8. Exchanges
We currently do not process direct exchanges. If you would like a different size or color, please return the eligible item for a refund and place a new order separately. This ensures the fastest processing and availability.
9. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery. Provide photos of the issue along with your order number. After verification, we will offer a replacement or full refund, including shipping where applicable.
10. Order Cancellations
Orders may be canceled only if they have not yet been processed or shipped. Once an order has entered fulfillment, it cannot be canceled and must follow the return procedure after delivery.
11. Late or Missing Refunds
If you believe your refund has not been received:
- Check your bank or card statement
- Contact your payment provider
- Allow standard processing time
If the refund still does not appear, contact our support team with your order details.
12. Policy Updates
cloudswims.com reserves the right to update or modify this Return Policy at any time. The version posted on the website at the time of your purchase applies to your order.
If you have any questions about returns, please contact customer support through cloudswims.com. We are committed to making the return process clear, fair, and efficient.