Refund policy

General

At CloudClo, we want you to be fully satisfied with your purchase. Below are our return and refund terms:

These terms apply to all customers. Customers located within the European Union are protected by applicable EU consumer law. For customers located outside the European Union, the return policy is offered as a voluntary commercial service under the conditions set out below.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

For customers located outside the European Union, this return period is offered as a voluntary commercial service and is not based on statutory consumer rights.

To be eligible for a return, your item must not show signs of use, wear, damage, or alteration beyond what is necessary to inspect the product. You’ll also need the receipt or proof of purchase. We reserve the right to reduce the refund, or refuse the return, if the item shows signs of use, wear, damage, or alteration beyond what is necessary to inspect the product.

To initiate a return, please contact us at support@cloudclo.dk. In your request, please include you order number and reason for return. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

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

You can always contact us for any return questions at support@cloudclo.dk. 

Return Shipping Responsibility

Unless the return is due to a defect, damage, or incorrect item, the customer is responsible for the direct cost of returning the goods, including carrier-imposed fees, in accordance with EU consumer law.

For customers located outside the European Union, this includes all return-related costs, such as return shipping, customs duties, import taxes, VAT, brokerage fees, and any carrier-imposed charges.

The cost of the return shipment will be deducted from the final refund issued to the customer once the returned goods have been received and processed

Damages and issues

Please inspect your order upon reception. If your item is damaged, defective, or you have received the wrong item, please contact us immediately, so that we can evaluate and resolve the issue. In such cases, CloudClo will cover all reasonable return and replacement costs in accordance with EU consumer law.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on gift cards or items purchased with the use of gift cards.

Exchanges

To exchange an item, please initiate and return the original item first. Once your return is approved, we will exchange it for the desired version and send it your way (subject to availability). 

The first exchange is provided free of charge. For customers located outside the European Union, customs duties, import taxes, or other carrier-imposed charges may apply and remain the responsibility of the customer.

Refunds

Once we receive and inspect your return, we will notify you of approval or rejection. If approved, the refund will be processed to your original payment method within 10 business days.

Upon refund, the cost of the cheapest delivery option offered at the time of purchase is included. Any additional delivery costs resulting from the customer’s choice of a more expensive delivery method are not included in the refund. Please note that processing times may vary depending on your bank or payment provider. Refunds will be made using the same payment method used for the initial transaction, unless expressly agreed otherwise. For international orders, CloudClo is not responsible for currency exchange rates, conversion differences, or fees charged by banks or payment providers

If you haven’t received your refund after 14 business days, please contact us at support@cloudclo.dk.