Refund Policy

At Clouderies, our goal is to ensure you are completely satisfied with your purchase. If you are not fully content, you may return the item under the following conditions:

Eligibility for Returns:

  • Items must be in their original, unused condition.
  • Items must be returned with all original packaging, tags, and labels.
  • Return requests must be made within 60 days of the delivery date.

Return Procedure:

  1. Contact our customer service team at Support@Clouderies.com to initiate a return.
  2. Clearly state the reason for the return at the time of your request. Note that the reason cannot be altered once submitted.
  3. Once approved, you will receive detailed instructions on how to proceed with the return.
  4. Securely pack the item in its original packaging.
  5. Send the item to the address provided by our customer service team. Customers are responsible for the cost of return shipping.

Upon Receiving and Inspecting the Return:

  • If the item is in its original condition, we will process your refund within 30 days.
  • Refunds will be credited to the original payment method. Please note that it may take additional time for the refund to appear in your account, depending on your financial institution.

Frequently Asked Questions:

  1. Can I return a used neck pillow?
    No, we do not accept returns for neck pillows that have been used or show signs of wear. For hygiene reasons, all returned items must be in their original, unused condition with all tags and packaging intact.

  2. Can I return a neck pillow if it was delivered on time?
    No, we do not accept returns for items that were delivered within the specified delivery timeframe of 7 to 14 business days from the date of order confirmation.

  3. Can I return a neck pillow because I changed my mind after using it?
    No, returns due to a change of mind are only accepted if the neck pillow is in its original, unused condition. Once a neck pillow has been used, it cannot be returned.

  4. Can I return a neck pillow if I received it as a gift?
    Yes, gifted neck pillows can be returned if they meet our return criteria: they must be in their original, unused condition and returned within 60 days of the delivery date. Please ensure you have the order number or gift receipt.

  5. What if I receive a defective neck pillow?
    If you receive a defective neck pillow, contact our customer service team immediately. We will arrange for a replacement or a refund. Please provide photos and a detailed description of the defect.

Important Notice:

Items returned without first requesting a return will not be accepted.

If you have any further questions regarding our return and refund policy, please contact us at Support@Clouderies.com.

Send all approved returns to the following address:
310 Cornell Dr, Ste B4, Wilmington, DE, 19801, United States.

Return Method:

  • By Mail

Obtaining Your Return Shipping Label:

  • Defective Product:
    Download and print the label provided.

  • Customer Remorse:
    Customers are responsible for the actual cost of return shipping.

No restocking fee: USD 0.00
No damage fee: USD 0.00

Conditions for Returns:

  • Items must be new and unused.

OUR FEES FOR RETURN OR REFUND

Damages and Issues (Defective Products)
Inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so we can evaluate the issue and make it right. Returns for defective products are free of charge.

  • Shipping fee: USD 0.00
  • Restocking fee: USD 0.00

Customer Remorse
If you ordered an item by mistake or no longer need it, contact us immediately upon receipt. For returns due to customer remorse, you will bear the actual cost of return shipping. The restocking fee is USD 0.00.

Exchanges
To exchange an item, return the original item and place a new order for the replacement.

Refunds
We will notify you once we've received and inspected your return. If approved, the refund will be processed to your original payment method within 7 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 7 business days have passed since we approved your return, please contact us at Support@Clouderies.com.

Order Cancellation Policy
If we cancel an order due to unavailability or any other reason, we will refund the full amount to your payment method.