Refund policy

CloudyCoo wants every customer to be satisfied with their purchase. This policy explains how to request a return, exchange or refund.

1. Voluntary Returns

You may request a return within 15 calendar days after your order is delivered.

To be eligible for a voluntary return, the item must be:

• Unused and unworn
• Unwashed
• In its original condition
• Returned with its original packaging and tags

Proof of purchase or your CloudyCoo order number is required. Once a return is approved, the item must be shipped within 7 calendar days of receiving the return authorization.

2. Items That Cannot Be Returned

For hygiene and safety reasons, we cannot accept voluntary returns of items that have been:

• Worn or washed
• Damaged or altered after delivery
• Stained or exposed to odors, smoke or pet hair
• Returned without the original packaging or tags

These restrictions do not apply where an item is defective, damaged upon arrival, incorrectly supplied or otherwise protected by applicable consumer law.

3. Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, please contact us as soon as reasonably possible after discovering the issue.

Please provide:

• Your order number
• A description of the issue
• Clear photographs showing the item and the problem

After reviewing the information, we will provide an appropriate solution, which may include a replacement, refund or another remedy required by applicable law. Nothing in this section limits any rights available under applicable consumer law.

4. How to Request a Return

Before sending any item, email hello@cloudycoo.com with your order number and reason for the return.

If the return is approved, our customer support team will provide:

• Return authorization
• Packaging instructions
• The applicable return address
• Return shipping and label instructions
• Any additional instructions required for your order

Do not send a return without prior authorization. Packages sent to an address not provided in our return instructions may not be accepted.

Approved United States returns may be directed to our fulfillment facility in Rosemead, California. The exact return address will be provided after the return has been approved. Return locations for orders outside the United States will be provided by customer support.

5. Return Shipping Costs

For voluntary returns, customers are responsible for purchasing and paying for their own return shipping. CloudyCoo does not provide a prepaid return label for voluntary returns unless otherwise confirmed by customer support.

Customers may use a postal service or courier of their choice. We strongly recommend using a trackable shipping service and retaining the shipping receipt and tracking number until the return has been completed.

If the return is caused by an incorrect, damaged or defective item supplied by CloudyCoo, we will provide a prepaid return label or reimburse reasonable return shipping costs, as confirmed by customer support before the item is sent.

Original shipping charges are non-refundable unless the return results from our error or a refund of those charges is required by applicable law.

6. Restocking Fees

CloudyCoo does not charge a restocking fee for approved returns.

7. Inspection and Refunds

After we receive your return, we will inspect the item and notify you whether the refund has been approved. We normally inspect returned items within 3 business days after they are delivered to us.

Approved refunds will be issued to the original payment method within 5 business days after inspection.

After we issue the refund, your bank, card issuer or payment provider may require an additional 5–10 business days to display the funds in your account. These processing times are controlled by the payment provider.

8. Exchanges

If you would like a different size or style, contact hello@cloudycoo.com.

Exchanges depend on product availability. For voluntary exchanges that are not caused by an incorrect, damaged or defective item, customers are responsible for both the return shipping cost and the shipping cost of the replacement item. We will confirm any applicable replacement shipping charge before processing the exchange. If the exchange is required because CloudyCoo supplied an incorrect or defective item, we will provide an appropriate solution at no additional cost.

9. Australian Consumer Rights

For customers in Australia, this voluntary return policy operates in addition to rights and remedies available under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer guarantee or other legal right that cannot lawfully be excluded.

10. Contact Us

CloudyCoo is operated by:

D.G. Fashion Group Limited
Unit 7, 21/F, Yen Sheng Centre
64 Hoi Yuen Road
Kwun Tong, Kowloon
Hong Kong SAR

Email: hello@cloudycoo.com