Refund policy
☁ 30-Day Return Guarantee
If you’re not satisfied with your CloudShape order, you can send it back within 30 days of delivery.
Return shipping is covered by the customer, unless the product is defective.
To start a return:
Email us at support@thecloudshape.com
Use subject line: [Return Request]
Include your order number and clear photos of the product to verify return eligibility.
Please make sure to include all original items, including any free gifts or bonus items, in the return package.
For returns that are not due to a manufacturing defect, customers are responsible for the shipping costs associated with returning the item to our warehouse.
Once we receive and inspect your return, your refund will be processed within 2-5 business days.
Note: A 30% deduction will be applied to your total order value, excluding tax. This fee covers our labor costs and warehousing fees.
For example: If your order was $89, you’ll receive $62.30 after return processing.
↻ Exchanges
We accept product exchanges within 30 days from the delivery date.
To request an exchange, please email us at support@thecloudshape.com with clear photos of the product and a description of the issue.
The item must be returned in original condition, including all accessories or gifts, if any.
For exchanges that are not due to a manufacturing defect, customers are responsible for the shipping costs associated with returning the item to our warehouse.
Once we receive and inspect the returned item, we will issue a new invoice and ship the replacement product within 7 business days.
Exchange Fee
A fee of 30% of the original order value, excluding tax, will be applied to cover our labor costs and warehousing fees.
This fee will be waived if the issue is confirmed to be a manufacturing defect under our Lifetime Warranty.
✕ Order Cancellation Policy
We accept order cancellations within 4 hours of placing your order.
To cancel your order, please email us at support@thecloudshape.com with your order number and the subject line “Order Cancellation.”
If your request is submitted within this timeframe and the order has not yet been processed, we will cancel it and issue a full refund.
Your refund will be returned to your original payment method within 2-5 business days, depending on your bank or payment provider.
Please note: Orders that have already been processed or shipped cannot be canceled.
☁ Late or Missing Refunds?
Please check with your bank or card provider, as refunds may take a few days to appear in your account.
☁ Lifetime Warranty - Made to Support You
Every CloudShape product is backed by a lifetime warranty. We stand behind the quality and comfort of our products.
This warranty covers manufacturing defects, such as damaged or misshapen foam, broken stitching, faulty zippers, peeling anti-slip base, fabric defects, or receiving the wrong item due to a fulfillment error.
Example of manufacturing defects:
- Foam arrives cracked, torn, or misshapen before use
- Cushion does not expand properly after unpacking
- Cover stitching is loose, broken, or coming apart on arrival
- Zipper is broken or cannot close properly
- Anti-slip bottom is peeling, missing, or poorly attached
- Fabric has holes, tears, or major flaws when received
- Product arrives with the wrong shape, size, or item compared to the order
This warranty does not cover:
- Normal wear and tear.
- Damage from misuse, accidents, or unauthorized modifications.
- Issues caused by improper care or cleaning
If your CloudShape product fails due to a manufacturing issue, we’ll repair or replace it free of charge.
Ready to Start a Return or Warranty Claim?
Business: SuzuLab LLC
Email: support@thecloudshape.com