Refund policy

Return & Refund Policy — CloudySoles™

Last updated: [27/11/2025]

At CloudySoles™, we want you to love the comfort our cloud insoles bring to your everyday life. If something isn't right with your order, we're here to help — please read our return and refund terms below.

1. Return Eligibility

  • Returns are accepted within 7 days of the delivery date.
  • Insoles must be unused and untrimmed to be eligible for a return. Once an insole has been cut, trimmed, or altered in any way to fit a shoe size, it cannot be returned or refunded, as this is considered a used/customized product.
  • The product must be in its original packaging, with all tags and accessories intact.
  • Products that appear worn, soiled, damaged due to misuse, or altered in any way will not be accepted for return.

2. Non-Returnable Situations

We're unable to accept returns or process refunds if:

  • The return request is raised after 7 days from delivery.
  • The insoles have been trimmed/cut to size.
  • The product shows signs of wear, washing, or damage not caused by us.
  • The original packaging or invoice is missing.

3. How to Initiate a Return

  1. Email us at [support.cloudysoles@gmail.com] within 7 days of delivery, with your order number and reason for return.
  2. Our team will review your request and confirm eligibility within 24 hours.
  3. Once approved, we'll arrange a reverse pickup (where serviceable) or share return shipping instructions.
  4. Please ensure the product is unused, untrimmed, and securely packed before handing it over for pickup/shipping.

4. Refunds

  • Once we receive and inspect the returned product, we'll notify you of the approval or rejection of your refund.
  • Approved refunds are processed within [2–3 business days] to your original payment method (or as store credit/bank transfer for COD orders).
  • Shipping charges (if any) are non-refundable, unless the return is due to our error (wrong/defective product delivered).

5. Damaged or Wrong Item Received

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with photos/video of the product and packaging. In such cases, the "untrimmed" condition does not apply, and we'll arrange a free replacement or full refund.

6. Contact Us

For any questions about your return or refund, reach out to us at:

  • Email: [support.cloudysoles@gmail.com]