Returns and Exchanges Policy
United Kingdom
Last updated 21 October 2026
At Cloudsy, we accept returns following a valid cancellation of an eligible online purchase and provide refunds in accordance with this policy and UK consumer law. You may cancel an eligible purchase without giving a reason by notifying us within the cancellation period described below.
This policy applies to consumers purchasing physical goods from our online store for delivery within the United Kingdom. It explains how to cancel a purchase, return an item, request an exchange and obtain a refund. Nothing in this policy limits your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.
1 Your right to cancel within 14 days
You have the right to cancel an eligible online purchase until the end of 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receive the goods. You do not need to give a reason for cancelling.
Where several goods are purchased in one order and delivered separately, the cancellation period normally ends 14 calendar days after the day on which the last item is received. For goods delivered in several parts, it normally runs from receipt of the final part. You may also notify us of cancellation before the goods are delivered.
The 14-day period is the deadline for communicating your decision to cancel. The separate deadline for sending the goods back is explained in section 3. Any longer cancellation period required by law will apply.
2 How to notify us
To cancel your purchase, email [SUPPORT EMAIL] or send a clear statement to our business address in section 13. You may use the cancellation form in section 14, but using that form is optional.
To help us identify your purchase, please provide your name, order number or other proof of purchase, the email address used at checkout and the item or items you wish to return. A reason for a change-of-mind cancellation is optional.
Your cancellation is in time if you send your clear notice before the cancellation period expires. Our acknowledgement, a return reference or prior approval is not required for a valid statutory cancellation. Please retain a copy of your notice.
We will acknowledge your message and provide practical return instructions. If you are contacting us about a fault or an incorrect item, please explain the issue so that we can arrange the appropriate remedy.
3 Sending the goods back
After notifying us of cancellation, you must send the goods back without unnecessary delay and no later than 14 calendar days after the day on which you informed us. You meet this deadline by dispatching the goods within that period; they do not have to arrive within it.
Please use the designated return address in section 13 and package the goods securely. Where available, include the original packaging, accessories, manuals and other components supplied with the returned product. Enclose your order number or another reference that allows us to identify the return.
Please keep proof of posting. A tracked service is recommended so that the return can be followed, but purchasing tracking or insurance is not a condition of exercising your statutory cancellation right. If we agree to collect the goods, we will explain the collection arrangements separately.
4 Product condition and inspection
You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you could in a shop. Please handle them carefully while deciding whether to keep them.
Opening ordinary packaging does not by itself remove your right to cancel. We ask you to retain the original packaging where possible, but its absence does not automatically prevent a statutory return.
If handling beyond what is reasonably necessary causes a reduction in value, we may make a deduction reflecting that actual reduction where the law permits. Depending on the product, excessive use, washing, avoidable damage or missing components may affect its value. Any deduction will be assessed individually and explained to you.
A deduction for diminished value is not a fixed penalty or restocking fee. We will not apply such a deduction where the law prevents it, including where we have failed to provide the required information about your cancellation right. Different rules apply to goods that were faulty or non-conforming when supplied.
5 Return delivery costs
For a return because you have changed your mind, you are responsible for the direct cost of sending the goods back, provided we informed you of that responsibility before you placed the order. If we failed to provide that information, we will bear the return cost as required by law.
If the return address is outside the United Kingdom, the applicable destination and your responsibility for return postage will be disclosed before purchase. Any legally required estimate for returning goods that cannot normally be sent by post will also be provided before purchase.
Where goods are faulty, damaged when supplied, incorrect or otherwise fail to meet the contract, we will bear the reasonable return costs where required by law. Contact us so that we can arrange a suitable return method or collection. We do not impose an administration or restocking fee for exercising a statutory cancellation right.
6 The amount we refund
For a valid cancellation, we will refund the price paid for the returned goods, subject only to deductions permitted by law. Refunds reflect the amount actually paid after any applicable discount.
If you cancel the whole order, we will also refund the original delivery charge up to the cost of the least expensive standard delivery option we offered. If you selected a more expensive delivery service, the additional amount for that service does not have to be refunded.
Where we accept a return of only part of an order, we will explain how any delivery refund and any agreed promotional allocation apply to that return, consistently with your statutory rights. We will not introduce an undisclosed cancellation penalty or retrospectively increase the price of goods you retain.
7 Refund timing and payment method
For a statutory cancellation where we have not offered to collect the goods, we will reimburse you without undue delay and no later than 14 days after the day we receive the goods back, or, if earlier, 14 days after the day you provide evidence that you sent them back.
Where we have offered to collect the goods, or no goods have been supplied, we will reimburse you without undue delay and no later than 14 days after the day we are informed of your cancellation. We will not extend the applicable deadline simply because an internal inspection or approval is pending.
Refunds will be made using the original payment method unless you expressly agree to another method. We will not charge a refund fee or require you to accept store credit instead of a refund to which you are legally entitled.
Your bank or payment provider may take additional time to display a processed refund. If it has not appeared, contact us at [SUPPORT EMAIL] so that we can check its status and provide the available transaction information.
8 Exchanges
If you would prefer a different size, colour or available product, contact [SUPPORT EMAIL] and tell us which item you would like. Voluntary exchanges depend on stock availability and our written agreement.
Before you proceed, we will confirm the return arrangements, any price difference and any applicable delivery charges. Where a direct exchange is unavailable, you may use your cancellation right, where applicable, and place a separate order for the preferred item.
You are not required to accept an exchange instead of a statutory refund. A replacement supplied as a remedy for faulty or non-conforming goods is governed by your legal rights and is not subject to the discretionary conditions for a voluntary exchange.
9 Faulty damaged or incorrect goods
Please contact us if your order arrives damaged, contains the wrong item or develops a fault. Provide your order details and a description of the problem. Photographs may help us assess the issue, where reasonably available, but they are not an automatic condition of every statutory claim.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for any relevant purpose and as described. Where the legal conditions are met, you normally have a short-term right to reject non-conforming goods within 30 days and receive a refund. For ordinary delivered goods requiring no installation, this generally runs from the day after delivery and transfer of ownership.
After the short-term rejection period, you may be entitled to repair or replacement. These remedies must be provided within a reasonable time, without significant inconvenience and at our expense. If the applicable legal conditions are met, including where a repair or replacement fails or cannot properly be provided, you may be entitled to a price reduction or to reject the goods for a refund.
Where a refund is due following the exercise of a statutory right to reject, we will provide it without undue delay and within 14 days beginning with the day we agree that you are entitled to the refund. We will bear reasonable return costs as required by law.
The 14-day change-of-mind period does not limit these rights. Please report a problem when you become aware of it; this policy does not impose an additional 24-hour, 48-hour or 14-day reporting deadline for faults. Damage caused solely by misuse, accidental damage after delivery or ordinary wear does not itself establish a fault for which we are responsible.
10 Exceptions to change of mind cancellation
Some goods are excluded from the statutory cancellation right. Relevant exceptions may include goods made to your individual specifications or clearly personalised, and sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed after delivery.
We will identify any applicable restriction before purchase and will rely on it only where the legal conditions are satisfied. Opening ordinary packaging or purchasing a product intended for personal use does not automatically establish a hygiene exception.
Sale, discounted or promotional goods are not excluded merely because they were sold at a reduced price. The exceptions in this section do not remove your rights where goods are faulty, incorrectly supplied or otherwise fail to meet the contract.
11 Cancellation before delivery
Contact us promptly if you wish to cancel before dispatch. We will attempt to stop the shipment where possible. If the goods have already been dispatched, your statutory cancellation right continues to apply and we will explain the return arrangements.
Please notify us clearly of your decision to cancel. Simply refusing delivery or leaving a parcel uncollected may not communicate that decision. We will assess any delivery or cancellation issue according to the circumstances and your legal rights.
12 Requests outside the standard period
A change-of-mind request made after the applicable cancellation period may be declined unless a longer return period or guarantee formed part of your purchase, another legal right applies, or we agree to an additional return in writing.
Any additional guarantee advertised and applicable when you placed your order remains subject to its stated terms and your statutory rights. Updates to this policy will not retrospectively reduce the rights or commitments applicable to an existing purchase.
13 Contact and return address
Store name: Cloudsy
Customer support email: [SUPPORT EMAIL]
Please use the designated return address for parcels. If an address printed on the original shipping label differs from the return address above, contact us for clarification so that your return reaches the correct location.
14 Optional cancellation form
You may complete and send this form if you wish to cancel. You may instead send any other clear statement of your decision.
To: [SUPPORT EMAIL]
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Description of goods: ______________________________
Order number, if available: _________________________
Ordered on / received on: __________________________
Name of consumer(s): ______________________________
Address of consumer(s): ____________________________
Signature of consumer(s), only if sent on paper: __________________
Date: __________________
Delete whichever options do not apply.