Refund policy

Return & Refund Policy
Last Updated: september 2026

Thank you for shopping with Cloud Rest.

We hope you are happy with your purchase from Cloud Rest. This Return & Refund Policy outlines how returns, exchanges, and refunds are handled, as well as the rights available to you as a customer.

1. Your Legal Rights
This policy does not limit or remove any rights you may have under UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Right to Cancel (Online Orders)
If you purchased your item online, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise your right to cancel:

  • Contact us within 14 days of delivery at contact@cloudrest.co.uk

  • You then have an additional 14 days to return the item.

Returned items must be:

  • Unused and in their original condition

  • Returned with all original packaging, labels, and accessories

  • Properly packaged to avoid damage during transit

3. Return Shipping Costs
Returns are free. Whether your item is faulty, damaged, incorrect, or you simply changed your mind, we cover the cost of return shipping. We will provide you with a prepaid return label once your return request is approved. No restocking fee applies.

4. Refunds
Once your return has been received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 14 days of receiving the returned goods. We will also refund the standard delivery cost where required by law.

Please note that your bank or payment provider may take additional time to process the refund.

5. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, not as described, or incorrect, please contact us within 14 days of receiving your order at contact@cloudrest.co.uk.

Depending on the circumstances, you may be entitled to:

  • A full refund

  • A repair

  • A replacement

  • Another remedy available under UK consumer law

We may request photographs of the issue before arranging the return.

6. Non-Returnable Items
The following items cannot be returned unless faulty:

  • Personalised or custom-made products

  • Sealed products that cannot be returned for hygiene reasons once opened

  • Gift cards

7. Exchanges
We only replace items if they are defective, damaged, or if you received the wrong product. Please contact us at contact@cloudrest.co.uk before returning any item for exchange.

8. Return Address
Please do not return any products directly to the manufacturer. After you contact us, we will share the appropriate return address and, where applicable, provide a prepaid return label.

9. How to Start a Return
To request a return, contact us at:
Email: contact@cloudrest.co.uk

Please include:

  • Your order number

  • Your full name

  • The reason for your return

  • Photos if the item is damaged or faulty

We will respond within 24 hours, Monday–Friday, 9am–6pm.

10. Contact Us
For any questions regarding this policy:
Email: contact@cloudrest.co.uk
Response time: Within 24 hours, Monday–Friday, 9am–6pm UK time