Thank you for shopping with On Cloud UK. We aim to ensure that every customer is satisfied with their purchase. Please read our Refund & Return Policy carefully before making a purchase.
Returns Eligibility
We accept returns only under the following conditions:
- Return request is made within 7 days of delivery
- Item is unused, unworn, and in original condition
- Item is returned with original packaging, tags, and accessories
- Proof of purchase is required
Items that do not meet these conditions will not be accepted for return.
Non-Returnable Items
We do not accept returns for:
- Used, worn, washed, or damaged items caused by the customer
- Clearance or final sale products (if applicable)
- Items returned without original packaging or tags
Refund Eligibility
Refunds are issued only if:
- The product is defective or damaged upon arrival
- You received the wrong item
- The item is unavailable for replacement after return approval
Refund Process
Once your return is received and inspected, we will notify you about the approval or rejection of your refund.
If approved:
- Refunds will be processed to your original payment method
- Processing time may take 5–10 business days
- Banking delays may occur depending on your payment provider
Return Process
To request a return, please contact us:
Email: [email protected]
Please include:
- Order number
- Reason for return
- Clear photos of the product (if damaged or incorrect)
Our team will review your request and provide return instructions.
Return Shipping
- Customers are responsible for return shipping costs unless the item is defective or incorrect.
- If the return is due to our error, we will cover return shipping costs.
Exchanges vs Refunds
In most cases, we offer exchanges instead of refunds to ensure faster resolution. However, refunds may be provided in eligible cases as stated above.
Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again
- Contact your credit card company (it may take time to process)
- Contact your bank for processing delays
If you still have not received your refund, please contact us at [email protected].
Order Cancellation
Orders can only be cancelled within 12 hours of placing the order. After this time, orders may already be processed or shipped.
International Returns
Since we offer worldwide shipping, international returns may take longer depending on location and customs procedures.
Contact Us
For any questions regarding returns or refunds, please contact:
On Cloud UK
Email: [email protected]
We are committed to providing a fair and smooth shopping experience for all customers.