Refund & Return Policy

We want you to be genuinely happy with what you buy from Cloudverge. If a product isn't right for you, this policy explains how returns, exchanges, and refunds work.

1. Return window

You may return most unopened items in original condition within 30 days of the delivery date. Items must be unused, with original packaging, tags, and any protective seals intact.

2. Items not eligible for return

• Personal care products once opened (for hygiene reasons).
• Final sale or clearance items marked non-returnable at the point of purchase.
• Gift cards.

3. How to request a return

Email sales@cloudvergefze.online with your order number and a short description of the reason. We will respond by email with return instructions and the return address.

4. Damaged or incorrect items

If your order arrives damaged, defective, or with the wrong item, contact us within 48 hours of delivery and include photographs of the item and packaging. We will arrange a replacement or full refund, including any return shipping costs.

5. Refunds

Once your return is received and inspected, we will process your refund to the original payment method within 5–7 business days. The time taken for funds to appear on your statement afterwards depends on your bank or card issuer.

6. Exchanges

If you'd like to exchange for a different size, colour, or product, follow the same return process and place a new order for the replacement item. This gets you the new item faster than a hold-and-swap.

7. Return shipping

For change-of-mind returns, the cost of returning the item is the customer’s responsibility and any return handling cost is confirmed in writing before the return is authorised. For damaged, defective, or incorrect items, we cover the cost of the return.

8. Condition of returned items

Returned items are inspected on arrival. Items showing use beyond reasonable inspection — scented candles that have been burned, leather that has been marked or treated, textiles that have been washed, personal care products with a broken seal — cannot be refunded and will be returned to you at your cost. Signs of natural material variation present on arrival are not treated as use.

9. Cancelling before dispatch

If you email us with your order reference before the order has been handed to a courier, we will cancel it and refund the full amount, including any delivery charge paid, to the original payment method.

10. Partial returns

You may return part of an order. Any delivery charge already paid is refunded only where the whole order is returned or where the return is due to a damaged, defective or incorrect item.

11. Refund method and currency

Refunds are issued in AED to the original payment method only. We do not refund to a different card, to a bank account or as store credit. The amount refunded is the amount charged; any difference caused by your card issuer's currency conversion is outside our control.

12. Statutory rights

This policy sits alongside, and does not limit, your rights under United Arab Emirates consumer protection law.

13. Contact

Questions about a return? Email sales@cloudvergefze.online quoting your order reference. Cloudverge FZE, Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates.