Refund and Returns Policy
Effective Date: May 18, 2025
At CLOUDXCITY, we aim to provide high-quality products and exceptional customer service. If for any reason you are not satisfied with your purchase, we offer a straightforward return and refund process. Please review the following terms carefully to ensure a smooth return experience.
1. Eligibility for Returns
We accept returns on products purchased from our website within 30 days of the order date. To qualify for a return, the following conditions must be met:
- Condition of the Product: The product must be unused, unopened, and in its original packaging, including any tags, accessories, and promotional items.
- Proof of Purchase: You must provide the original receipt, order confirmation email, or proof of purchase.
- Return Authorization: All returns must be authorized by CLOUDXCITY customer service. Please contact us to initiate the return process.
2. Return Process
To return a product, please follow these steps:
- Contact CLOUDXCITY customer service at info@cloudxcity.xyz or (315) 736-5189 to request a return authorization.
- Once your return is approved, you will receive instructions on how to send the product back.
- Pack the product securely in its original packaging and include all items (tags, accessories, etc.).
- Ship the return to the address provided by customer service. You are responsible for the return shipping costs, unless the return is due to a defective product or error on our part.
3. Refund Process
Once we receive your returned product and verify that it meets the eligibility criteria, we will process your refund within 7-10 business days. The refund will be issued to your original payment method. Please note that depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.
4. Non-Refundable Items
Certain items are non-refundable, including but not limited to:
- Products that have been used or opened.
- Custom or personalized items.
- Products purchased on final sale.
5. Damaged or Defective Products
If you receive a damaged or defective product, please contact CLOUDXCITY customer service immediately. We will provide you with a prepaid return label and issue a full refund or replacement, depending on your preference.
6. Exchanges
Currently, we do not offer direct exchanges. If you would like a different product, please return the original item and place a new order.
7. Contact Us
If you have any questions or need assistance with a return or refund, please contact us at:
- Email: info@cloudxcity.xyz
- Phone: (315) 736-5189
- Address: 77 Clinton St #O 5, New York Mills, New York (NY), 13417