REFUND AND RETURNS POLICY
At Clowdercats.com, we are committed to quality products and customer satisfaction. This policy outlines the conditions and procedures for cancellations, returns, exchanges, and refunds.
1. CANCELLING AN ORDER
Change or Cancellation Requests
If you wish to change or cancel your order, please contact us as soon as possible at [email protected]. Include your order number and details of the requested change or cancellation.
Cancellation Fee
A cancellation fee of 4.5% of the order value applies to all cancelled orders. Orders that have already been processed or shipped cannot be cancelled.
Check Order Status
To check your order status, contact our customer service via email address [email protected]
2. RETURN POLICY
30-Day Return Guarantee
You may return new, unused items within 30 days of delivery for a full refund. This period exceeds the minimum 14-day “Right of Withdrawal” required by EU consumer law.
Return Conditions
- Items must be in new, unused condition with original packaging and accessories.
- Proof of purchase (receipt or order confirmation) is required.
- Personalised, custom, or limited-edition items are non-returnable unless defective.
Fees for Non-Defective Returns
- Original shipping costs are non-refundable.
- If your order qualified for free shipping, the actual shipping fee will be deducted from your refund.
- A 4.5% processing fee applies for non-defective returns.
- Return shipping is the customer’s responsibility and will be deducted from the refund.
3. EXCHANGE POLICY
Defective, Incorrect or Damaged Items
Please contact us immediately with:
- Order number,
- Photos/videos of the defective or incorrect product,
- Full delivery address and contact details.
Procedure: Upon approval, we will issue a return label. Send the item back using the label. After inspection, a free replacement will be shipped to you.
Customer Error (e.g. wrong item ordered)
Note: The customer bears the shipping cost (both ways). A replacement will be sent once the original item is returned and inspected.
4. REFUND POLICY
- Refunds are issued to the original payment method.
- Shipping and handling fees are non-refundable.
- For non-defective returns, applicable fees (return shipping, processing fee) will be deducted.
- For defective items, the full product value will be refunded.
Processing Time
Refunds may take up to 14 working days after the returned item is received. Once processed, it may take 2–8 working days to reflect in your account.
Delayed or Missing Refunds
- Check your bank account or credit card statement.
- Contact your bank or card issuer as processing times may vary.
- If you still have not received your refund, contact us at [email protected].
5. RETURN PROCEDURE
To initiate a return, contact our customer service via email or the contact page. Provide your order number, photos/videos of the item, and a description of the issue.
Once approved, you will receive a return label by email (valid for 14 days). Send the item back using the label to:
Return Address: Clowdercats.com 523 Do Xuan Hop St, Phuoc Long, Ho Chi Minh, 700000, Vietnam.
6. POLICY FOR DEFECTIVE, INCORRECT OR DAMAGED ITEMS
If the fault lies with Clowdercats.com, we offer either:
- A 100% refund, or Free replacement delivery (estimated 8–12 working days).
- Customer Responsibility: Please retain original packaging and contact us as soon as a defect is discovered.
7. EXCEPTIONS
- Non-returnable: personalised, custom-made, or limited-edition items.
- Items that have been altered, misused, improperly cared for, or damaged after delivery.
8. INTERNATIONAL RETURNS
For returns, exchanges, or replacements outside the EU/US, additional customs, tax, or brokerage fees may apply. These are the responsibility of the customer.
9. CONTACT INFORMATION
For all cancellation, return, or exchange requests, please contact us:
- Email: [email protected]
- Address: 11731 Sterling Ave, Riverside, CA, 92503, USA
- Vietnam Headquarters: 523 Do Xuan Hop St, Phuoc Long, Ho Chi Minh, 700000, Vietnam.
Please use the subject line: “Return/Exchange Request” and include the following:
- Proof of purchase or order confirmation
- Photos/videos of the product and packaging
- Your full contact details
We strive to make the return and exchange process as smooth and efficient as possible.
Thank you for choosing Clowdercats.com!