Cloudsy Terms of Service
United Kingdom
Last updated 21 October 2026
Welcome to Cloudsy. These Terms of Service (the Terms) govern the use of our website and consumer purchases of physical products from our online store for delivery in the United Kingdom. In these Terms, Cloudsy, we, us and our refer to the seller identified in section 19. You and your refer to the customer or website user.
Please read these Terms before placing an order and keep a copy for your records. They should be read together with the product information, delivery information and Returns and Exchanges Policy made available before you purchase. Your statutory consumer rights take priority over any conflicting provision.
1 Eligibility and customer information
You must have the legal capacity to enter into a binding purchase contract and be authorised to use your chosen payment method. These Terms cover purchases made as a consumer, mainly for purposes outside your trade, business or profession.
Please provide accurate contact, payment and delivery details and check them before submitting your order. If you notice an error, contact us promptly at [SUPPORT EMAIL]. Where an order has already been dispatched, we may be unable to change its destination, but we will explain the available options.
If you create an account, keep your login details secure and notify us if you suspect unauthorised access. You are not automatically responsible for every unauthorised transaction simply because it was made through your account; responsibility will be determined in accordance with the facts and applicable law.
2 Product information and availability
We aim to describe and display our products accurately, including their principal features, dimensions, materials and contents. Please review the relevant product description and care instructions when choosing an item.
Colours may appear slightly different on different screens. Any reasonable variation must remain consistent with the product description and applicable quality requirements. Photographs or general descriptions do not permit us to supply a materially different product.
Products are subject to availability. Any material limitation, pre-order status or special delivery arrangement will be made clear before purchase. We will not substitute a different product, size, colour or material without your agreement.
3 Placing an order and contract formation
The ordering process allows you to select products, review your basket, provide delivery details, choose an available delivery and payment option, and submit your order. You can correct the information shown before completing checkout. Our purchase contracts are made in English.
Submitting an order is an offer to purchase the selected goods on these Terms. A contract is formed when we send an email expressly accepting your order or confirming dispatch, whichever happens first. An email that only acknowledges receipt of an order is not acceptance. An automated email that expressly accepts the order does constitute acceptance.
We will provide confirmation of the contract and the information required by law in an email or another form you can retain, within a reasonable time and no later than delivery.
Before acceptance, we may decline an order on reasonable grounds, such as unavailable stock, unsuccessful payment authorisation, a delivery address outside the available service area, a pricing error requiring clarification or reasonable grounds to suspect fraud. We will notify you and promptly refund any payment taken for goods we do not accept for sale.
4 Prices, payments and pricing errors
Prices are displayed in pounds sterling unless another currency is clearly indicated. They include applicable taxes. Mandatory charges will be included in the total price or, where they cannot reasonably be calculated in advance, explained clearly together with the calculation method. Delivery charges and the final order total will be shown before you commit to payment.
Payment methods available for your order are displayed at checkout. By submitting an order, you authorise the payment shown. We will not charge for an optional extra without your express agreement.
If we identify a pricing error before accepting your order, we will explain the correct price and give you the opportunity to proceed at that price or cancel. We will not charge a higher amount without your agreement. If the order is not accepted, any payment already taken will be refunded promptly.
Prices may change for future purchases. Once your order has been accepted, we will not increase its agreed price or rely on a general right to cancel merely because a price has changed. Any exceptional issue will be dealt with in accordance with the contract and applicable law.
5 Discounts and promotional offers
The conditions of a promotion, including its duration, eligible products, minimum spend or any restriction on combining offers, will be stated with the offer before purchase. A discount applies only where the disclosed conditions are met.
Refunds are based on the amount actually paid. Where a promotion covers several items, any allocation of the discount relevant to a partial return will follow the disclosed terms and your statutory rights. We will not impose an undisclosed cancellation penalty or automatically remove statutory return rights from discounted goods.
6 Delivery and fulfilment
Available delivery destinations, charges and estimated delivery periods will be provided before you order. Any delivery date or period expressly agreed as part of your purchase will form part of the contract. Unless we agree a different delivery period with you, we will deliver without undue delay and within 30 days after the contract is made.
If an order is dispatched in more than one parcel, we will provide the available information about each shipment. We will not impose an additional delivery charge for splitting an order unless you expressly agree to it.
We may use fulfilment partners and carriers to deliver orders. Their involvement does not remove our responsibilities as the seller. If goods are dispatched from outside the UK, any import or similar charges for which you would be responsible will be disclosed before purchase in accordance with applicable pricing requirements.
Goods remain at our risk until they are physically received by you or a person you identify to receive them. A different rule may apply where you independently appoint a carrier that we did not offer as a delivery option. We do not transfer the risk to you merely because we have handed a parcel to our own carrier.
7 Delays, missing deliveries and delivery problems
Please contact [SUPPORT EMAIL] if your order does not arrive within the agreed period, arrives damaged or is marked as delivered but cannot be located. We will investigate with the carrier and provide the remedy required by your contract and consumer law.
If we miss an agreed delivery deadline, you may generally require delivery within a further period appropriate to the circumstances. If we also fail to deliver within that period, you may end the contract and receive the refund required by law.
You may be entitled to end the contract immediately if we refuse to deliver, or if delivery by the agreed deadline was essential in the circumstances or you told us before purchase that it was essential. Refunds due when a contract is ended for failure to deliver will be made without undue delay.
Where a delivery problem results from incorrect details you supplied or an unsuccessful delivery attempt, we will explain the available arrangements. Any proposed redelivery charge must be reasonable, clearly explained and agreed where required. These arrangements do not remove a statutory cancellation or other remedy.
8 Cancellation, returns and refunds
For an eligible online purchase, you may cancel without giving a reason until the end of 14 calendar days after the day you, or a person nominated by you other than the carrier, receive the goods. For several goods ordered together but delivered separately, the period normally runs from receipt of the last item. Any longer period required by law will apply.
To cancel, send a clear statement to [SUPPORT EMAIL] or our business address in section 19. Your notice is in time if sent before the cancellation period ends. You do not need prior approval or a return reference to exercise a statutory cancellation right.
After notifying us, send the goods back without unnecessary delay and within 14 calendar days after the day of notification. You are responsible for the direct return cost for a change-of-mind return only where we informed you of that responsibility before purchase. The return destination and practical instructions are set out in our Returns and Exchanges Policy.
You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. Where the law permits, we may deduct an actual reduction in value caused by handling beyond what is necessary. Opening ordinary packaging does not automatically remove your cancellation right.
For a valid cancellation, we refund the amount paid for the returned goods, subject to lawful deductions. If the whole order is cancelled, we also refund the original standard delivery cost. An additional amount paid for a more expensive delivery service need not be refunded.
Where we have not offered to collect the goods, cancellation refunds are made without undue delay and no later than 14 days after we receive them back or, if earlier, 14 days after you provide evidence of sending them back. If we have offered collection or no goods were supplied, the deadline is 14 days after notification of cancellation. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.
Legal exceptions may apply, for example to clearly personalised goods or certain sealed goods unsuitable for return for health or hygiene reasons once unsealed. We will identify an applicable restriction before purchase and rely on it only where the legal conditions are met. The full procedure and optional cancellation form are in our Returns and Exchanges Policy.
9 Faulty, damaged or incorrect products
Your rights concerning faulty or non-conforming goods are separate from the 14-day change-of-mind cancellation right. Goods must meet the standards required by the Consumer Rights Act 2015, including satisfactory quality, fitness for a relevant purpose and conformity with their description.
Where the conditions are met, you normally have a 30-day short-term right to reject non-conforming goods for a refund. You may also have rights to repair or replacement, and to a price reduction or final rejection where the applicable legal conditions are satisfied.
We will bear the necessary costs of a statutory repair or replacement and the reasonable costs of returning rejected goods where required by law. A refund following a statutory rejection will be provided without undue delay and within 14 days beginning with the day we agree that you are entitled to it.
Contact us when you become aware of a problem. We may request information reasonably needed to assess it, but these Terms do not impose an additional short reporting deadline or require original packaging as a condition of every statutory claim. Any commercial guarantee supplements your legal rights.
10 Exchanges
If you would prefer another available product, size or colour, contact us. A voluntary exchange is subject to stock availability and agreement on the arrangements, including any price difference or delivery charge. We will explain these before you proceed.
An exchange does not have to be accepted instead of a refund to which you are legally entitled. Replacements supplied as a remedy for faulty goods are governed by your statutory rights, rather than the conditions for a voluntary exchange.
11 Acceptable website use
You may use our website for lawful purposes. You must not attempt unauthorised access, interfere with security or payment systems, introduce malicious software, impersonate another person or use the website to commit fraud or infringe another person's rights.
We may restrict access where reasonably necessary to address misuse, a security threat or a legal obligation. Any restriction must be proportionate and does not remove your rights in relation to an existing order, refund or complaint.
We may temporarily interrupt website access for maintenance or technical reasons. We will take reasonable steps to address problems affecting orders and will continue to meet our legal obligations.
12 Intellectual property
Website materials, including text, photographs, graphics, product imagery, designs and branding, may be protected by intellectual property rights belonging to us or the relevant rights holders.
You may view, download and print materials for personal use, including keeping records of your purchase and these Terms. Commercial reproduction or reuse requires the rights holder's permission unless permitted by law. These Terms do not restrict uses allowed by copyright or other applicable legislation.
13 Reviews and other customer content
If you submit a review or other content for publication, it must reflect your actual experience and must not be misleading, unlawful or infringe another person's rights. Any payment, discount, gift or other incentive connected with a review must be disclosed.
You retain ownership of content you submit. You give us a non-exclusive permission to display and reproduce it in connection with our website and product pages, and to make technical formatting changes that do not alter its meaning. Separate advertising use of an identifiable customer photograph or testimonial will be subject to any additional permission required.
We may remove spam, unlawful material, personal information published without authority or content that breaches these conditions. We will not remove a review solely because it is unfavourable or present reviews in a way that misleads customers.
14 Personal information and third party services
Our Privacy Policy explains how personal information is handled and how you can exercise your data protection rights. Where consent is required for marketing or cookies, we will obtain it separately; accepting these Terms does not by itself provide that consent.
We may use third party providers for hosting, payments and fulfilment. We remain responsible for the obligations that apply to us as the seller. Links to independently operated websites do not make those websites part of your purchase contract with Cloudsy; please review their own terms before using them.
15 Our responsibility for loss and damage
We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill, where the law makes us responsible. Loss is foreseeable where it is an obvious consequence or was reasonably contemplated by both parties when the contract was made.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited. Your rights concerning the quality, description, delivery and safety of goods remain protected.
If an event outside our reasonable control affects an order, we will notify you and take reasonable steps to limit the disruption. Such an event does not automatically remove our obligations or your rights to cancel, reject goods or receive a refund where the law provides them.
16 Changes to these Terms and existing orders
We may update these Terms for future purchases and will show the revision date. The version made available when you place an order will govern that order, together with the information and commitments forming part of the contract.
We will not use an update to retrospectively increase an agreed price, reduce an existing consumer right or materially change an accepted order without an appropriate legal basis or your agreement.
If a provision is held unlawful or unenforceable, the remaining provisions will continue to apply to the extent they can operate lawfully. A delay in exercising a right does not by itself amount to giving up that right.
17 Complaints and dispute resolution
Please send complaints to [SUPPORT EMAIL], including your order number if available and an explanation of the issue. We will consider the complaint fairly, request any relevant information and communicate the outcome without unnecessary delay.
When communicating the outcome, we will provide information about any applicable alternative dispute resolution arrangements and any information required by law. This does not require you to accept a settlement or prevent you from using the courts.
Our complaints process does not restrict statutory rights, payment-provider remedies or any other lawful route for resolving a dispute.
18 Applicable law and consumer protections
Nothing in these Terms deprives you of mandatory consumer protections applicable to your purchase, including relevant protections in England and Wales, Scotland or Northern Ireland.
You may bring a claim before any court entitled to hear it under applicable law. These Terms do not impose compulsory arbitration or require you to give up a legal right to bring proceedings in the courts where you live.
19 Contact details
Trading name: Cloudsy
Customer support email: [SUPPORT EMAIL]
Legal seller name: [LEGAL BUSINESS NAME]
Business address: [FULL BUSINESS ADDRESS, INCLUDING COUNTRY]
Company registration number and register, if applicable: [COMPANY REGISTRATION DETAILS]
VAT registration number, if applicable: [VAT NUMBER]
Use the business address for correspondence and formal notices. Goods should be returned to the designated return address specified in our Returns and Exchanges Policy, which may be different from our business address.