Return and Refund Policy

This Return and Refund Policy applies to purchases made directly from CloudSoft LLC (“CloudSoft,” “we,” “us,” or “our”).

For return requests, refund inquiries, exchanges, or problems with an order, please contact support@cloudsoft-store.com.

Our voluntary return program is separate from your statutory consumer rights. Nothing in this policy excludes, restricts, or replaces any right or remedy that cannot lawfully be excluded under applicable consumer protection laws.

1. Our 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on products purchased directly from our store. You may try your purchase and request a return if you are not satisfied.

To qualify under this voluntary guarantee, send your return request to support@cloudsoft-store.com no later than 30 calendar days after receiving the product. For items delivered separately, the period is calculated from the delivery of the item being returned, unless applicable law provides a more favorable calculation.

You do not need to establish that a product is defective to use the satisfaction guarantee. Reasonable personal use during the trial period is permitted, and ordinary signs of that use do not, by themselves, make a return ineligible.

For products expressly designed to be trimmed to fit, trimming in accordance with the product’s instructions does not, by itself, invalidate the guarantee. Damage caused by cutting or modifying a product contrary to its instructions may affect eligibility.

The guarantee covers the purchase price actually paid for eligible returned products, including applicable refundable taxes. Shipping and return costs are addressed separately below.

The 30-day trial is not a lifetime warranty and does not extend the voluntary satisfaction period indefinitely. Any statutory rights concerning defective, unsafe, or incorrectly described goods remain unaffected.

2. How to Request a Return

Email support@cloudsoft-store.com with your order number or other reasonable proof of purchase, the email address used for the order, and the products you wish to return.

A brief explanation of your concern can help us assist you, but you do not need to justify a change-of-mind return under our satisfaction guarantee or a statutory withdrawal right.

For damaged, defective, incorrect, or incomplete orders, please describe the issue and provide relevant photographs where reasonably available. We may request additional information reasonably necessary to identify the order or assess the problem. An unboxing video is not a condition of eligibility.

Our support team will provide the return instructions and the appropriate return address. Any return authorization we issue identifies and routes your parcel; it is not a final confirmation of the refund amount before the returned items have been assessed.

Please contact us before shipping a return. Do not use the sender’s address on the original package, a manufacturer’s address, or another business address unless our support team specifically directs you to do so.

A valid statutory withdrawal notice does not depend on our approval or the issuance of a return authorization.

3. Return Deadline and Packaging

For returns under our voluntary guarantee, dispatch the products within 14 calendar days after receiving our return instructions, unless we agree to an extension in writing.

Your eligibility is determined by the date you submitted your initial request. A delay caused by our response or by our failure to supply return instructions will not shorten your return rights.

Return the actual products supplied in your order, together with their included components and accessories. Products sold as a pair should be returned as a complete pair unless we agree otherwise.

Use the original packaging where reasonably available. Missing original packaging alone will not invalidate an otherwise eligible trial return or statutory claim. Suitable protective packaging must be used to prevent avoidable damage during transit.

We recommend a trackable shipping service and retaining the postage receipt. Alternative reasonable evidence of dispatch will be considered where relevant, and tracking is not a substitute for any legal rules governing return risk or proof of return.

4. Product Condition and Ineligible Claims

Our voluntary guarantee permits genuine product testing. It does not cover deliberate damage, product substitution, fraudulent claims, or damage caused by misuse, neglect, unauthorized repairs, or modifications contrary to the supplied instructions.

Requests made outside the voluntary return period may be declined unless a longer advertised guarantee, written agreement, or statutory right applies.

We may also decline a voluntary refund for products that were not purchased from us, items that are not returned when a return is required, or materially incomplete returns. Before declining a claim on those grounds, we will explain the issue and provide a reasonable opportunity to clarify or resolve it.

Ordinary wear from the permitted trial, opening the packaging, or dissatisfaction with comfort is not, by itself, evidence of misuse.

Please package used personal-care and foot-care products safely and follow any reasonable handling instructions supplied by our team. We do not apply a blanket “opened hygiene products cannot be returned” rule to products covered by the advertised trial.

A refund without returning the product is available only when expressly confirmed by our support team or required by law. Discarding, donating, or otherwise disposing of a product before receiving instructions may prevent us from assessing a voluntary claim.

5. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order after delivery and contact support@cloudsoft-store.com promptly if an item arrives damaged, is incorrect, appears defective, or is missing.

Reporting visible shipping damage or an order discrepancy within seven days is helpful for investigation. This is a requested reporting period, not a limitation on statutory rights or claims involving defects discovered later.

We may reasonably assess the item and the available evidence before confirming a remedy. Depending on the circumstances and applicable law, the remedy may include a repair, replacement, price reduction, or refund. Where the law gives you the right to choose a remedy, we will respect that choice.

For a confirmed defect, shipping damage, or fulfillment error for which we are responsible, we will arrange or reimburse reasonable necessary return costs. Please retain any relevant postage receipts.

Manufacturing defects are distinct from damage caused solely by misuse or normal deterioration consistent with the product’s reasonable lifespan. However, dissatisfaction may still qualify under the separate 30-day guarantee.

The commercial trial period does not replace longer legal protection. Where EU consumer rules apply, qualifying goods benefit from a legal guarantee of at least two years, subject to any additional protection under national law.

6. Return Shipping and Other Costs

For voluntary satisfaction or change-of-mind returns, you are responsible for return shipping costs, unless we expressly agree otherwise or applicable law requires us to pay.

Any requirement to return a change-of-mind purchase outside the delivery country must be disclosed before purchase. We will not impose an undisclosed international return requirement after the sale.

Original shipping charges are separate from the product price and are not refunded for voluntary returns unless required by law or included in a more favorable offer made at purchase. We do not retroactively deduct an outbound shipping charge where shipping was originally provided free of charge.

If we offer a paid return label, we will disclose its cost and obtain your agreement before deducting that amount from a refund. Do not send parcels cash on delivery or with postage due unless we have agreed to that arrangement.

We do not charge a restocking fee for an eligible return under the 30-day guarantee.

Customs duties, import taxes, or fees paid directly to a government agency or another third party are not funds received by CloudSoft LLC. Any refund of those amounts must be handled under the applicable customs or third-party procedure, without limiting any reimbursement obligation imposed on us by law.

7. Refund Assessment and Processing

After receiving your return, we will verify the order, inspect the returned products, and notify you of the outcome.

For eligible voluntary returns, we will issue the refund within seven business days after receiving the products, or after confirming a refund that does not require a return. Shorter statutory deadlines and any applicable requirement to act on proof of dispatch take priority.

Refunds are based on the amount actually paid for the returned products after discounts, together with applicable refundable taxes and any shipping charges that must be reimbursed.

We will not deduct an amount merely because a product shows ordinary use permitted by the trial. Any other lawful deduction or rejection will be explained, including its basis and calculation.

Refunds will be sent to the original payment method wherever possible. We will not substitute store credit for a monetary refund unless you expressly agree or the original purchase was made using store credit.

Your payment provider may require additional time to display the refund. Contact us if it has not appeared within ten business days after our refund confirmation so that we can help trace the transaction.

8. Discounted Products, Bundles, and Promotional Gifts

A sale price, discount code, or promotional purchase does not, by itself, remove eligibility under our return guarantee.

Refunds reflect the price actually paid, not a product’s undiscounted retail price. For partial returns, the calculation will use the item prices and discount allocations applicable to the original order.

For a refund of an entire bundle, kit, or multi-item promotional offer, return all included products and any associated promotional gifts, unless we agree otherwise. Where only part of an offer is being returned, support will explain the applicable refund calculation before you ship.

A promotional item supplied free of charge has no independent cash refund value. Any deduction relating to a retained promotional gift must be based on terms clearly disclosed before purchase and must be legally permitted.

These requirements do not prevent a remedy for a defective or incorrectly supplied component where the law provides a separate right to that remedy.

9. Exchanges

Contact support@cloudsoft-store.com to request a different size, variant, or product.

Voluntary exchanges are subject to availability and are not confirmed until our team provides written instructions. Any additional product price or shipping charge will be disclosed for your agreement before the exchange is processed.

Where an exchange is unavailable, you may use the applicable return and refund process. We will not require you to accept a different product or store credit instead of a refund to which you are entitled.

An exchange or replacement does not create a right to multiple refunds for the same original payment. Any statutory rights relating to the replacement product remain unaffected.

10. Order Cancellations and Changes

Please contact us immediately to request a cancellation, address correction, or order change.

We will attempt to accommodate the request, but we cannot guarantee that an order can be changed or intercepted once fulfillment is underway or the parcel has been dispatched. Where interception is not possible, the applicable return process may be necessary.

This operational limitation does not invalidate a cancellation or withdrawal right provided by law.

If we cannot ship within an applicable promised or legally required period, we will provide the required notice and cancellation or refund options. We will not require you to accept an indefinite delay or store credit where the law entitles you to cancel and receive your money back.

11. Delivery Problems, Refused Parcels, and Incorrect Addresses

Contact support@cloudsoft-store.com if your parcel appears lost, substantially delayed, or marked as delivered when you have not received it.

We may request reasonable cooperation to verify the address and investigate with the carrier. A delivery scan is relevant evidence, but it is not automatically conclusive proof that you received the parcel.

We will provide the remedy required by the circumstances and applicable law. A carrier investigation will not be used to postpone a legally required remedy indefinitely.

If delivery fails because of an incorrect address supplied by you, an uncollected parcel, or refusal to pay import charges properly disclosed before purchase, reasonable documented reshipping or return costs may be payable to the extent permitted by law. Any reshipping charge will be disclosed before you agree to a new shipment.

The value of your purchase is not automatically forfeited because a parcel is returned to sender. Any refund and permitted deductions will be assessed and explained.

Refusing delivery does not necessarily communicate a cancellation request to us. Please also notify our support team.

12. European Union and United Kingdom Withdrawal Rights

Where EU or UK distance-selling rules apply, you generally have the right to notify us that you are withdrawing from an eligible online purchase within 14 calendar days after receiving the goods, without giving a reason. For a single order delivered in separate parts, the relevant period generally begins when the last item or part is received.

Send a clear statement to support@cloudsoft-store.com before the deadline. Prior approval is not required. Return the goods within 14 days after notifying us, subject to any applicable legal exception or extension.

For a valid statutory withdrawal, we will reimburse the payments required by law, including the applicable basic outbound delivery charge. Additional costs for a premium delivery method above the least expensive standard option are not normally refundable.

We will make the reimbursement within 14 days after receiving the withdrawal notice, although, where permitted, we may withhold it until we receive the goods or evidence that they have been dispatched, whichever occurs first.

You bear direct return costs only where this responsibility was disclosed before purchase and the law permits it. A lawful deduction for diminished value may apply to handling beyond what is necessary to examine the goods; ordinary use permitted by our more favorable trial will not be penalized.

Statutory exceptions may apply to genuinely personalized goods or qualifying sealed goods that become unsuitable for return for health or hygiene reasons after unsealing. Those exceptions do not remove rights concerning defective goods or override our advertised trial.

13. Australian Consumer Rights

Where the Australian Consumer Law applies, our products come with consumer guarantees that cannot be excluded.

For a major failure, you may be entitled to choose a refund or replacement and to compensation for reasonably foreseeable loss or damage. For other failures, you may be entitled to a remedy within a reasonable time, with further rights if the issue is not resolved.

These rights are not restricted to the 30-day trial period and are not lost merely because a product was discounted or its original packaging is unavailable.

14. Payment Disputes and Prevention of Duplicate Refunds

Please contact our support team when an order problem arises so that we have an opportunity to investigate and resolve it directly. Doing so is not a condition of exercising any right you have with your bank or payment provider.

If a payment dispute is open, we may coordinate with the provider and submit accurate order, communication, delivery, return, and refund records.

Any refund or payment reversal already received for the same amount will be considered when determining the remaining amount due. This prevents duplicate recovery without reducing any separate compensation or remedy available by law.

We do not require you to waive statutory rights or withdraw a legitimate dispute as a condition of investigating your concern.

15. Misrepresentation, Policy Updates, and Contact

We may investigate evidence of substituted products, fabricated return documentation, deliberate misrepresentation, or attempts to obtain duplicate refunds. Unsupported or fraudulent claims may be declined to the extent permitted by law.

A genuine complaint, good-faith return, negative review, or lawful payment dispute is not, by itself, evidence of abuse.

The policy and any more favorable guarantee applicable when your order was placed will govern that purchase. Later changes will not retroactively remove rights already acquired. Where a provision conflicts with mandatory law, that law will prevail.

For all questions about this policy or an existing order, contact:

CloudSoft LLC
Customer Support: support@cloudsoft-store.com