RETURNS&REFUNDS

Return & Refund Policy

At Cloudy (wearcloudy.com), we stand behind the quality and engineering of our flexible hair accessories. We want every customer to feel confident ordering from us. That confidence is backed by our customer satisfaction policy, subject to the eligibility conditions, physical inspection requirements, and exclusions detailed below.

Our 30-Day Satisfaction Policy

If you are not completely satisfied with your order, you may request a return and refund within 30 calendar days of your order being marked as delivered, provided your order meets the eligibility criteria set forth in this policy.

To qualify for a refund or return under our voluntary 30-Day Satisfaction Policy, the product must be in intact, functional, and resalable physical condition.

Ineligible Items & Condition Restrictions:

Our voluntary 30-Day Satisfaction Policy does not apply to:

  • Broken, snapped, cracked, structurally damaged, or misused products. If an item has suffered physical fracture, broken teeth, bent or forced hinge pins, or structural failure from customer misuse, force, or mishandling, the return and refund request will be declined.

  • Products purchased on clearance or marked as final sale.

  • Products purchased with promotional discount codes or during special promotional clearance events where final sale terms are specified.

  • Items returned missing original accessories, storage pouches, or bundle components included with the original order.

Note: These condition exclusions apply to change-of-mind and voluntary satisfaction returns. They do not affect your statutory consumer rights regarding items that arrived defective, faulty, or damaged in transit directly from the carrier.

Physical Inspection & Decline of Broken Goods

Unlike disposable or personal hygiene items, hair claws are non-intimate physical lifestyle accessories. Therefore:

  • All voluntary returns require a physical return and inspection, or photographic verification, to confirm the item is not physically broken or shattered.

  • If a returned product arrives at our facility broken, snapped, chipped, or structurally compromised due to customer wear, accidental breakage, or force, the return will be rejected and no refund will be issued.

  • Please inspect your clip upon delivery. If you decide the color, size, or style is not right for you, do not subject the clip to excessive force or rough handling before initiating your return.

Cancellation & Return Request Period

For qualifying orders, return requests under our 30-Day Satisfaction Policy must be submitted within 30 calendar days from the date the tracking system marks your parcel as delivered. Requests submitted after this 30-day window are ineligible for return or refund.

Sale & Discounted Items

Clearance, end-of-line promotional, and specified discount purchases are excluded from our voluntary 30-Day Satisfaction Policy.
Orders placed with promotional coupons or clearance pricing are not eligible for a change-of-mind refund simply because you no longer want the product or prefer a different color.
This exclusion does not limit your legal rights if an item arrives damaged from transit or defective out of the box.

Return Shipping Costs

For standard voluntary returns (change of mind, size, or color preference):

  • The customer is responsible for the cost of return postage to our fulfillment and inspection facility.

  • We strongly recommend using a trackable shipping service, as we cannot issue refunds for parcels lost in transit back to our warehouse.

  • Original shipping fees paid at checkout (if applicable) are non-refundable.

Restocking Fees

We do not charge restocking fees on approved returns that arrive in undamaged, intact condition.

How to Request a Return or Refund

To begin a return, email us at mail@nz-ecommerce.com within 30 days of delivery.

Please include:

  1. Your full name and order number.

  2. The email address associated with your purchase.

  3. Clear photographs showing the clip(s) from multiple angles (front, back flat hinge, and teeth/tines) to verify that the item is intact, undamaged, and structurally sound prior to return authorization.

Our team will review your photos within 2 business days. If approved, we will provide the authorized return address and return instructions. Packages sent back to our facility without prior email authorization will not be processed.

Refund Method & Processing Time

  • Once your return parcel is received at our inspection facility, our quality control team inspects the clip to ensure it is intact and unbroken.

  • Approved refunds are credited back to your original payment method within 2 business days of completed inspection.

  • Depending on your card issuer or banking institution, please allow an additional 5 to 10 business days for the funds to post to your statement.

Damaged, Defective, or Incorrect Items Upon Arrival

Please inspect your package immediately upon delivery.
If your order arrives damaged by the shipping carrier, contains manufacturing defects out of the box, or includes the incorrect style/color:

  • Contact mail@nz-ecommerce.com within 7 calendar days of delivery.

  • Include your order number and clear photos of the shipping packaging and the damaged or incorrect item.

  • Once verified as an in-transit issue or factory defect, we will provide an immediate replacement or full refund at zero additional cost to you.

VIP Club, Subscriptions & Recurring Orders

If you enrolled in the Cloudy VIP Priority Club or recurring bundle program:

  • Your subscription renews automatically according to the cadence selected at checkout.

  • We send an automated email notification prior to every scheduled renewal so you are informed in advance.

  • You may cancel, pause, skip a delivery, or update your color choices at any time via the Manage Subscription portal in your customer account or by emailing support.

  • There are no cancellation fees or minimum commitment terms.

  • To avoid being billed for your next shipment, cancellations or pauses must be submitted before your scheduled renewal date. Once a recurring order has been processed or dispatched, the standard eligibility and physical condition rules in this policy apply.

Order Cancellations Before Shipment

If you need to cancel or modify an order after placing it, contact mail@nz-ecommerce.com immediately with the subject line "URGENT: Order Cancellation."
Because our warehouse team prepares and dispatches orders rapidly, we cannot guarantee that an order can be halted once it has entered fulfillment. If your order has already shipped, you must wait for the parcel to arrive and follow the standard return procedure outlined above.

Contact Us

For all return inquiries, order support, and warranty questions, contact us at:

  • Email: mail@nz-ecommerce.com

  • Support Hours: Monday to Friday, 9:00 AM – 6:00 PM EST

  • Brand Website: wearcloudy.com