Refund policy

Effective Date: January 1, 2023

Thank you for shopping with CloudMat. We are committed to providing high-quality products and an enjoyable shopping experience. If you are not completely satisfied with your purchase, we're here to help.

1. 30-Day Return Policy

We offer a 30-day return policy on all eligible purchases.

You have 30 calendar days from the date your order is delivered to request a return.

To be eligible for a return, your item must:

  • Be unused or only lightly used
  • Be in its original condition
  • Be returned in its original packaging whenever possible
  • Include all accessories, manuals, and included components
  • Not show signs of misuse, intentional damage, or excessive wear

Certain items may not be eligible for return due to hygiene or safety reasons if they have been used.

2. How to Request a Return

To begin a return, please contact our customer support team before sending your item.

Please include:

  • Full Name
  • Order Number
  • Email Address
  • Reason for Return
  • Photos (if the item is damaged or defective)

Customer Support

Email: support@cloudmat.store

Our team will respond with return instructions within 1–2 business days.

Please do not send products back without receiving return authorization.

3. Damaged, Defective or Incorrect Items

If your order arrives:

  • Damaged
  • Defective
  • Incorrect
  • Missing items

Please contact us within 7 days of delivery.

Include clear photos of:

  • The product
  • The packaging
  • Shipping label
  • The issue

If confirmed, we will gladly provide one of the following at no additional cost:

  • Replacement product
  • Full refund
  • Partial refund (when appropriate)

4. Order Cancellation

Orders may be canceled before they have been processed or shipped.

If your order has already shipped, it can no longer be canceled but may qualify for a return after delivery.

5. Refund Process

Once we receive and inspect your returned item, we will notify you regarding the approval status.

If approved:

  • Refunds are issued to the original payment method.
  • Processing typically takes 5–10 business days, depending on your bank or payment provider.

Shipping charges (if applicable) are generally non-refundable unless the return is due to our error.

6. Exchanges

We gladly replace items that are:

  • Damaged
  • Defective
  • Incorrectly shipped

If you wish to exchange an item for another size, color, or design (when available), please contact us for assistance.

7. Non-Returnable Items

The following items cannot normally be returned:

  • Gift cards
  • Clearance or final sale items
  • Personalized or custom-made products
  • Products damaged through improper use
  • Products returned beyond the 30-day return window

8. Return Shipping

If the return is due to:

  • Our error
  • Manufacturing defect
  • Wrong item shipped

We will cover the return shipping cost.

For change-of-mind returns, customers may be responsible for return shipping unless otherwise stated.

9. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account.
  2. Contact your credit card provider.
  3. Contact your bank.
  4. If you still have not received your refund, please contact us.

10. Contact Information

CloudMat

Website: cloudmat.store

Email: support@cloudmat.store

Phone: +1 250 258-6878

Address:

321 23 St NE

Salmon Arm, BC, V1E 1Y8

Canada