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CLOUD 19 OFFICIAL REFUND & EXCHANGE POLICY
We stand by the quality of Cloud 19 Merchandise. However, due to the limited nature of our drops, our Refund and Exchange policy is strict.
1. No Refund Policy (Buyer’s Remorse/Change of Mind) We do not offer cash refunds for any products sold. Once an order is placed and confirmed, we do not allow refunds based on a change of mind, "buyer's remorse," or accidental ordering.
2. Return for Refund Eligibility (14-Day Limit) You have fourteen (14) days from the date your package was delivered (as marked by the courier tracking) to initiate a request for a return for refund only under the following strict circumstances:
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The product arrived with a visible manufacturing defect.
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The product arrived damaged (packaging intact, but item damaged).
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You received the wrong item entirely (e.g., wrong design).
To initiate a return for refund request within this 14-day window, please email contact cloud19merchandise@protonmail.com with your order number and photo evidence.
3. Exchange Policy (1:1 Exchange within 30 Days) We do offer a 1:1 exchange policy (exchanging the exact same item for a different size, if available) within thirty (30) days from the date of delivery.
Exchanges are only available if:
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The item is in its original condition (unwashed, unworn, with all tags intact).
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The stock for the desired size is still available. Since our drops are limited edition and the stocks are limited, we cannot guarantee a size exchange will always be possible.
4. Shipping Costs for Returns/Exchanges
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If the fault is ours (defective product, wrong item sent): Cloud 19 Official will cover the shipping costs to return the item and send the replacement via EasyParcel.
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If the fault is the customer's (exchange for a different size): You will be responsible for paying your own shipping costs to return the item, and the cost of shipping the replacement item back to you.
You can always contact us for any return question at cloud19merchandise@protonmail.com.Â