Cloud & Glow

Return & Refund Policy

 

We want you to love your Cloud & Glow products. If something is not right, we are here to help. Please read our return and refund policy carefully before making a return request.

Your Right to Return

As a consumer in the EU you have the right to withdraw from your purchase within 30 days of receiving your order, without giving any reason. This is your statutory right under EU consumer law (Directive 2011/83/EU) and Swedish consumer protection legislation (Konsumentkoeplagen).

The 30-day return window begins on the day you, or a person you have nominated, receives the goods.

Conditions for Return

To be eligible for a return, your item must meet the following conditions:

• Returned within 30 days of delivery

• Unused, unopened and in its original packaging

• In the same condition as when you received it

• Accompanied by proof of purchase (order number or order confirmation email)

For hygiene reasons, we are unable to accept returns of opened or used products unless they are faulty or damaged on arrival.

How to Make a Return

To initiate a return, please follow these steps:

• 1. Contact us at info@cloudandglow.com within 30 days of receiving your order

• 2. Include your order number and the reason for your return

• 3. We will reply within 2 business days with a prepaid return slip and instructions

• 4. Pack the item securely in its original packaging

• 5. Attach the return slip and drop off the parcel at your nearest drop-off point

A prepaid return slip will be sent to you by email once your return request has been approved. No need to find your own carrier or pay upfront.

Return Shipping Cost

We provide a prepaid return slip for all approved returns. The return shipping cost is deducted from your refund as follows:

• Orders below 2,000 SEK: 49 SEK return shipping fee deducted from refund (PostNord)

• Orders above 2,000 SEK: 89 SEK return shipping fee deducted from refund (DHL)

No return shipping fee is charged if the return is due to a fault or error on our part. Original outbound shipping costs are non-refundable unless the return is due to a fault on our part.

Refunds

Once we have received and inspected your return, we will notify you by email that we have received the item. If your return is approved, your refund will be processed to your original payment method within 14 days of us receiving the returned goods.

Refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different card or account.

Please allow up to 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

Faulty or Damaged Items

If you receive a faulty, damaged or incorrect item, please contact us at info@cloudandglow.com within 7 days of receiving your order. Include your order number and a photo of the issue.

In the case of a faulty or damaged item we will offer you a replacement or a full refund, including any return shipping costs. You will not be charged for return shipping in these cases.

 

Non-Returnable Items

The following items cannot be returned:

• Opened or used products (for hygiene reasons)

• Products not in their original packaging

• Products returned after the 30-day return window

• Gift cards

EU Consumer Rights

As a consumer based in the EU you are protected by EU consumer law. In addition to our return policy, you have statutory rights including the right to a remedy if a product is faulty or not as described. These statutory rights are not affected by this policy.

For more information on your consumer rights you can visit the Swedish Consumer Agency (Konsumentverket) at konsumentverket.se, or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Contact

If you have any questions about your return or this policy, please get in touch:

• Email: info@cloudandglow.com

• Website: cloudandglow.com

We aim to respond to all enquiries within 2 business days.

Cloud & Glow AB · Org. nr 559151-8609 · cloudandglow.com