Refund policy
Return & Refund Policy
At Cloud & Co., your satisfaction is important to us. Due to the hygienic nature of our products, we kindly ask that you read our policy before making a purchase.
Returns
For hygiene and safety reasons, we are unable to accept returns or exchanges on any opened, used, or worn lash products.
If your item is unopened, unused, and in its original condition, you may request a return within 14 days of receiving your order. Return shipping costs are the responsibility of the customer unless the item received is incorrect or defective.
Damaged, Defective or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of receiving your order.
Please email hello@cloudco.store with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We'll review your request and arrange a replacement or refund where appropriate.
Refunds
Once your return has been received and inspected (if applicable), we'll notify you of the outcome.
If approved, your refund will be processed to your original payment method. Processing times may vary depending on your payment provider.
Original shipping fees are non-refundable.
Exchanges
We do not offer exchanges for opened or used products.
If you accidentally ordered the wrong style and your order has not yet been shipped, please contact us as soon as possible at hello@cloudco.store. We'll do our best to assist you.
Order Cancellations
Orders may be cancelled only before they have been processed or dispatched.
Once an order has been shipped, it can no longer be cancelled.
Pre-Order Cancellation
Pre-order cancellations are accepted before your order has been dispatched.
Once a pre-order has been shipped, our standard Return & Refund Policy applies.
All claims are reviewed on a case-by-case basis. Cloud & Co. reserves the right to refuse claims where misuse, accidental damage, or fraudulent activity is suspected.
Contact Us
If you have any questions regarding your order, please contact us at: