Refund policy

Returns, Refunds & Risk-Free Trials

We want you to love what you ordered. Every Cloudella product comes with a risk-free trial, counted from the day your order is delivered:

  • Pet Hair Dissolver Laundry Powder — 30-day money-back guarantee.
  • All-in-One Duvet — 40-night trial.
  • Muslin Blanket — 100-night guarantee.

Not happy within your trial period? Email us at contact@cloudellahome.com with your order number and we will get back to you within 48 hours with the return instructions.

Conditions

  • Trials and guarantees are limited to one product per customer and per order.
  • Bedding (duvet, muslin blanket) must be returned clean, complete and in its original bag. Pillowcases included with the duvet must be returned with it.
  • For the laundry powder, you may return the jars even if they have been opened.
  • Return shipping costs are the customer's responsibility, unless the item arrived damaged, defective or incorrect.
  • Please do not send any item back without contacting us first: returns sent without a return authorization cannot be processed.

Refunds

Once your return is received and inspected, we will email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within 5 to 7 business days.

Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with clear photos of the item and the packaging. We will send a replacement or a full refund at no cost to you.

Late or missing refunds

If you have not received your refund after 7 business days, first check with your bank or card issuer, then contact us at contact@cloudellahome.com.

Items marked "delivered" but not received

We will open an investigation with the carrier. Please also check with neighbours and your building's mailroom. Cloudella cannot be held responsible for parcels stolen after a confirmed delivery.

Refused parcels

If you refuse a parcel at delivery, it is not returned to us by the carrier and cannot be refunded. Please accept the delivery, then contact us to start a return.