Return and refund

Thank you for shopping at Cloudistro. We strive to provide you with high-quality products and excellent customer service. Please review our return and refund policy below.

Non-Returnable Items:

For hygiene and safety reasons, all opened products are non-returnable and non-refundable. Once the product packaging has been opened, we cannot accept returns.

Returns of Unopened Products:

We accept returns of unopened and unused products within 15 days of the original purchase date. To be eligible for a return, the product must be in its original, sealed packaging and in resalable condition.

Return Shipping for Unopened Products:

The customer is responsible for all return shipping costs associated with returning unopened products. We recommend using a trackable shipping method and ensuring the package is adequately insured, as we are not responsible for lost or damaged return shipments.

How to Return an Unopened Product:

1. Initiate a Return Request: Please contact our customer service team within [Number] days of your purchase to initiate a return request. You can reach us by:
   • Email: admin@cloudistro.ca
2. Provide Order Details: Please provide your order number and the name of the product you wish to return.
3. Return Instructions: Our customer service team will provide you with further instructions on where to ship the unopened product.

Refunds for Returned Unopened Products:

Once we receive your returned unopened product and verify that it is in its original, sealed packaging and resalable condition, we will process your refund within 2 business days. The refund will be issued to the original payment method used for the purchase. Please note that the original shipping charges (if applicable) are non-refundable.  

Defective product

If you believe you have received a defective product, please contact our customer service team immediately at admin@cloudistro.ca

Procedure for Defective Products:

1. Contact Us: Notify us as soon as possible with your order number, the name of the defective product, and a detailed description of the defect. If possible, please include photos or videos illustrating the issue.
2. Assessment and Instructions: Our customer service team will assess the reported defect and provide you with specific step-by-step instructions on how to proceed. This may include troubleshooting steps or a process with the manufacturer.
3. Resolution: Depending on the nature of the defect and our assessment, we will offer a suitable resolution, which may include a replacement of the defective product or a refund. We will guide you through the necessary process.

If you have any questions or concerns regarding our return and refund policy, please do not hesitate to contact us.