Refund policy

 

Thank you for shopping with us!  We want to ensure you have a positive experience with your purchase. Please review our return and refund policy below: 

 

1. Quick Overview

 

  • ◆ Return Window: Within 5 calendar days after delivery.

  • ◆ Refund Method: Store Credit only (except for quality issues/out-of-stock).

  • ◆ Authorization Required: You must contact [cwbusiness@shopcloudward.com] before sending anything back.

  • ◆ Processing Time: Our team will respond within 2 business days.


2. Refund Details

 

2.1 Refund Method: Store Credit

  • ◆ All refunds are issued as Store Credit to your Cloudward account within 5 business days.

  • ◆ One-Time Use: Store credit from a return can only be used for one additional exchange/return. Any order placed using store credit is considered Final Sale.

2.2 Order Cancellation

  • ◆ Before Shipment: You may email us to modify or exchange your order (size, color, style).

  • ◆ After Shipment/In Transit: Orders cannot be canceled. Please follow the standard return process after receiving the package.

2.3 Out-of-Stock Items

  • ◆ If an item is unavailable, we will notify you within 3 days. In this case, a refund will be issued to your original payment method.


3. Return Process & Costs

 

3.1 How to Start a Return

  1. 1. Email [cwbusiness@shopcloudward.com] within 5 calendar days of delivery.

  2. 2. Include your Order Number, Return item/size/color and Reason for Return.

  3. 3. Once authorized, we will provide return instructions and a shipping label.

    • Note: Unauthorized returns will not be processed.

3.2 Return Fees Breakdown Depending on your original order type, the following will be deducted from your store credit:

Order Type Original Shipping Fee Return Handling Fee Return Shipping Fee Refund Destination
1. Non-Free Shipping Order Non-Refundable  No Fee  Paid by Customer Remaining balance to Store Credit
2. Free Shipping Order N/A  9% of returned item(s)  Paid by Customer Remaining balance to Store Credit

  • ◆ Original Shipping Fee: This is the shipping cost paid at the time of purchase. Since this service has already been completed by the carrier, it is non-refundable for all returns.

  • Return Handling Fee: 1)  For Non-Free Shipping Orders: No handling fee is charged. 2) For Free Shipping Orders: A 9% fee is deducted from the item's price to cover labor, inspection, and restocking costs incurred during the return process.

  • ◆ Return Shipping Fee: The customer is responsible for the actual shipping fee to return products to our overseas warehouse. The final amount depends on the destination country, courier service, distance, and package weight, which will be confirmed via email once your return is authorized.

  • ◆ Refund Destination: Store Credit. Once all applicable fees are deducted, the remaining balance will be issued as Store Credit to your Cloudward account and has no expiration date. This credit can be used for future purchases and will be available within 5 business days after processing.

3.3 Global Warehouse Locations You may return items to our nearest facility in:

  • ◆ United States | United Kingdom | Australia | China

 

4. Conditions & Eligibility

 

4.1 Item Condition To be eligible for a return, items must be:

  • • Unused, unwashed, and in original packaging.

  • • All tags must be attached.

  • • Free of stains, damage, or strong odors.

4.2 Non-Returnable Items (Final Sale)

  • • Sale or discounted products.

  • • Customized or personalized items.

  • • Personal care or hygiene items (including pajamas and jumpsuits).

  • • Specific branded items (as noted on the product page).


5. Quality Issues & Damaged Goods

 

5.1 Product Quality or Wrong Item If you receive a defective or incorrect item:

  1. 1. Email us within 5 days with your order number, photos, and videos.

  2. 2. Once verified against our pre-shipping records, Cloudward will cover the return shipping and refund the amount to your original payment method.

5.2 Damaged During Transit All items are inspected before shipping. If the package arrives damaged:

  1. 1. Contact the shipping carrier immediately to file a claim.

  2. 2. Reach out to us within 5 days with photos so we can assist in finding a solution.


6. Important Notes

 

  • • Lost Packages: Cloudward is not responsible for items lost during return transit.

  • • Incorrect Returns: Do not include non-Cloudward items in your package; we cannot return them to you.

  • • Refusal Rights: Cloudward reserves the right to refuse returns that do not meet the conditions stated above.

 

Contact Us

 

If you have any questions or concerns about our return and refund policy, feel free to reach out to us at [cwbusiness@shopcloudward.com].