RETURNS & EXCHANGES

At Cloud Slides, we are committed to ensuring our customers are 100% satisfied with their purchases. If you are not satisfied with your order for any reason, we are here to help. Please review the return process and policies outlined below.

Cancellation

Customers may request a free cancellation within 12 hours of placing an order and receive a full refund. After that time, the order enters processing and can no longer be canceled.

If you need to cancel your order for any reason, please contact us immediately at support@thecloudslides.com within the allowed time frame.

Common Return Reasons and Solutions

  1. Defective/Manufacturing Defects/Quality Issues
    - If the product is defective or has quality issues, we will send you a replacement pair free of charge.
  2. Doesn't Fit Me (Wrong Size/Color Ordered)
    - You may return or exchange the product, but you are responsible for the return shipping fee.
  3. Changed Opinion (Item No Longer Desired)
    - You may return or exchange the product, but you are responsible for the return shipping fee.
  4. Wrong Item Received (Wrong/Missing Item from the Package)
    - You may return the incorrect item, and we will cover the return shipping fee, or we will send you a replacement pair free of charge.
  5. Parcel Damaged on Arrival
    - If your package arrives damaged, we will send you a replacement pair free of charge.
  6. Incorrect Shipping Information Provided
    - Please double-check your shipping information when placing orders. Cloud Slides is not responsible for orders shipped to an incorrect address provided at checkout. If you need to update your shipping information, please contact us immediately and we’ll do our best to assist before the order is processed.
  7. Other (Please Specify in Additional Notes)
    - Please contact us directly at support@thecloudslides.com, and we will work with you to resolve the issue.

How to Return Your Order

If you need to return all or part of your order, please follow the steps below:

  1. Contact Us: Email us at support@thecloudslides.com within 30 days of receiving your order to request a return. Please include your order number and the reason for the return. Please note: we cannot process exchanges, replacements, or refunds after 30 days from the date of delivery.

  2. Approval & Return Address: Our customer service team will confirm if your return is accepted and provide you with the correct return address. (Please Note: Return will be canceled after 14 days from the time accepted if no response.)

  3. Prepare Your Return: Securely pack the product(s) in the original packaging, including all accessories and items that came with it.

  4. Ship the Return: Send the package to the return address provided and share the tracking number with our customer service team.

  5. Refund Process: Once we receive and inspect your returned item(s), we will process your refund within 5-7 business days using the original payment method.

Non-Returnable Items / Important Notes

Products that meet the following criteria cannot be returned:

  1. Pre-ordered products.

  2. Returned items must be in their original condition: unused, unworn, and in their original packaging, including all tags and accessories. Items that show signs of wear, damage, or use will not be eligible for a refund or exchange.

  3. Product Color Disclaimer: Please note that slight variations in color or shade may occur due to screen settings, device display differences (mobile, tablet, desktop), lighting, and resolution. While we make every effort to accurately display our products, such variations do not qualify as defects.

Promotional Sale Items (Including BOGO Offers):

  • Items purchased during sales or promotional offers (including BUY 3 PAY 2 deals) may be returned. 

Products Damaged on Arrival

If your product was damaged during transit, please:

  1. Take clear photos of the damaged item on a flat surface where the defect and label are visible.

  2. Email the photos and a description of the issue to support@thecloudslides.com within 5 days of receiving your order.

We will send a replacement product free of charge. If a second defect occurs, we will issue a full refund.

Return/Refund Shipping Costs

All refunds are processed for the purchase price of the item only. Shipping costs, insurance, and priority processing fees are non-refundable unless the return is due to a defective or incorrect item.

Address Errors

Please ensure your shipping address is correct before placing your order. Once an order has been shipped, we are unable to make changes or offer refunds for incorrect addresses. If you notice an error, contact us immediately so we can attempt to assist before shipment.

Marked as Delivered

If an item is marked as successfully delivered by the domestic postal service in your country (e.g. USPS, Canada Post) to the correct address provided at checkout but has not arrived, you must contact your local post office and provide us with a formal affidavit confirming a lost, stolen, or undelivered package. After that, we will endeavor to resend a replacement order to you. 

This is left to the discretion of Cloud Slides, however in this specific scenario we cannot issue a refund.

Requests must be submitted within 7 days of the delivery date.

Please contact us as soon as possible so we can assist you at support@thecloudslides.com. Each case is different so be sure to include all relevant information when contacting us.

Delayed Orders:

Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page:

Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are trackable and still in transit. However, on occasion items do get mislaid or held up a substantially long time, and we are 100% committed to resolving this fully on a case-by-case basis.

Each case is different, so if you have any concerns whatsoever regarding your order or tracking number, please contact us at support@thecloudslides.com.

Late or Missing Refund via Credit Card:

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@thecloudslides.com.

Additional Information

  • Contact Us: If you have any questions or need further assistance, please reach out to us via email at support@thecloudslides.com. Our team is available seven days a week (Mon-Sun) and will respond as quickly as possible.

  • Return Process: All returns must be approved by our customer service before shipping. Unauthorized returns will not be accepted.

Thank you for choosing Cloud Slides. We appreciate your business and are here to ensure your satisfaction with our products.