Refund policy

Cloud & Clay – Returns, Refunds & Cancellation Policy

At Cloud & Clay, we're committed to delivering products that are thoughtfully designed, carefully inspected, and securely packed before they leave our warehouse. We want every customer to shop with confidence, and if something doesn't go as expected, we're here to help.

This policy explains the circumstances under which a return, replacement, refund, or cancellation may be requested and how such requests are handled.

1. Our 30-Day Return & Refund Policy

We want you to shop with complete confidence.

If, after receiving your order, you experience a genuine product-related issue that falls within the eligibility criteria outlined in this policy, you may request a return, replacement, or refund within 30 days from the date of delivery.

Every request is individually reviewed by our support team to ensure a fair and appropriate resolution.

Please note that the 30-day period does not automatically make every order eligible for a return or refund. All requests remain subject to the eligibility conditions described in this policy.

2. Damaged, Defective, Broken, Incorrect, Missing or Expired Products

If you receive a product that is:

  • Damaged during transit

  • Broken or physically defective

  • Incorrect item received

  • Missing parts or accessories

  • Expired (where applicable)

please contact our support team at hello@cloudandclay.in within 48 hours of receiving your order.

To help us investigate and resolve your request promptly, please include:

  • Your Order ID

  • A brief description of the issue

  • Clear photographs of the product and its packaging

  • A continuous unboxing video recorded from the moment the sealed package is opened

Once your claim has been verified, we will provide an appropriate resolution.

For verified manufacturing defects, transit damage, incorrect shipments, missing items, or any other error attributable to Cloud & Clay or our logistics partners, customers will be eligible for a full replacement or a full refund, as determined by our support team.

3. Mandatory Unboxing Video Requirement

To ensure a fair and transparent claims process, a continuous unboxing video recorded from the moment the sealed package is opened is mandatory for claims relating to:

  • Transit damage

  • Manufacturing defects

  • Missing items

  • Incorrect products

  • Broken products

  • Any issue where the condition of the package upon delivery needs to be verified

The unboxing video enables us to investigate claims efficiently with our logistics partners and process genuine requests much faster.

If an unboxing video is not provided, or if the evidence submitted is insufficient to verify the claim, the resolution process may take longer while additional verification is carried out.

In certain cases, where a claim cannot be reasonably verified after internal review, Cloud & Clay reserves the right to decline the request.

4. Eligibility for Returns & Refunds

A return or refund request may be considered if:

  • The request is submitted within 30 days from the date of delivery.

  • The product was delivered damaged, defective, broken, incorrect, incomplete, or expired.

  • The product is returned in substantially the same condition in which it was received, together with all original accessories, manuals, packaging, complimentary items, and inserts (where applicable).

  • The product has not been intentionally damaged, altered, misused, or subjected to improper handling after delivery.

  • The request complies with all conditions outlined in this policy.

Cloud & Clay may request additional information or supporting evidence where reasonably required to verify a claim.

5. Situations Where Returns or Refunds Are Not Accepted

As every product undergoes quality inspection before dispatch, returns or refunds will generally not be accepted for reasons including, but not limited to:

  • Ordering the wrong product, model, size, colour, or variant.

  • Change of mind after placing the order.

  • No longer needing the product.

  • Ordering without reviewing the product description, specifications, dimensions, compatibility, or features.

  • Finding the same or a similar product elsewhere at a different price.

  • Personal preference after receiving the product where the product functions as intended.

  • Minor differences in colour or appearance due to photography, lighting, screen settings, or manufacturing tolerances.

  • Damage caused by misuse, negligence, improper installation, accidents, unauthorized modifications, or normal wear and tear after delivery.

  • Products returned without original packaging, accessories, or essential components, where these are necessary to verify the claim.

6. Order Cancellation Policy

Before Dispatch

Orders may be cancelled only before they have been dispatched from our warehouse.

For prepaid orders cancelled before dispatch:

  • A 100% refund will be issued.

  • No cancellation charges will apply.

  • Any express or priority shipping charges paid at checkout will also be fully refunded.

After Dispatch

Once an order has been dispatched, it cannot be cancelled.

If the order has already been shipped, any replacement or refund request will be considered only if it satisfies the eligibility conditions set out in this policy.

7. Refund After Delivery

If your request qualifies for a refund after delivery, the refund will be processed for the product purchase price only.

Please note:

  • Express or priority shipping charges paid during checkout are non-refundable, as these are service charges already incurred.

  • Original shipping charges, where applicable, may also be non-refundable unless the return is necessitated by an error on the part of Cloud & Clay.

8. Bundle Offers, Promotional Deals & Special Discounts

Products purchased as part of:

  • Buy More & Save More offers

  • Bundle Deals

  • Combo Offers

  • Limited-Time Promotions

  • Festival Offers

  • Special Campaign Discounts

are sold at specially discounted promotional prices.

Accordingly, where a refund is approved for reasons other than a verified manufacturing defect, transit damage, incorrect shipment, missing item, or any other error attributable to Cloud & Clay, the refund amount for orders placed under such promotional offers shall be limited to a maximum of 50% of the total order value, subject to eligibility under this policy.

This restriction does not apply where the refund is being issued due to a verified fault on our part, in which case the customer will be entitled to the applicable replacement or full refund in accordance with this policy.

9. Refund Processing

Once your claim or returned product has been received, inspected, and approved, refunds will be processed as follows:

Prepaid Orders

Refunds will be credited to the original payment method used while placing the order.

Cash on Delivery (COD) Orders

Our support team will request your bank account or UPI details to process the approved refund.

Refund timelines may vary depending on your payment provider or banking institution.

10. Right to Decline Fraudulent or Abusive Claims

To protect all genuine customers and maintain the integrity of our returns process, Cloud & Clay reserves the right to reject any request that appears to involve:

  • Fraudulent activity

  • False or misleading claims

  • Manipulated or fabricated evidence

  • Repeated abuse of the returns process

  • Attempts to obtain refunds contrary to this policy

Where necessary, additional verification may be conducted before a final decision is made.

11. Contact Us

If you have any questions regarding this policy or need assistance with an existing order, our Customer Experience Team will be happy to assist you.

Email: hello@cloudandclay.in

12. Final Decision

Every request submitted to Cloud & Clay is reviewed individually with the objective of providing a fair, transparent, and timely resolution.

While we always strive to place our customers first, all requests for cancellations, returns, replacements, and refunds remain subject to verification and approval in accordance with this policy.

Cloud & Clay reserves the right to amend, update, or modify this policy at any time without prior notice. Any changes will apply prospectively from the date they are published on our website.