Returns Page
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at cloudcartinfo@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at cloudcartinfo@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cloudcartinfo@gmail.com.
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from the warehouse.
b. For CJPacket Liquid Line to all counties, CJ will deal with your dispute for delayed orders after 100 days counting from the date that order departed from CJ warehouse.
c. For some special shipping methods, CC cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, CC will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
2. Orders not Received.
CC will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, CC takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, CC will put the products in your private inventory and will not refund them when we receive the returned items.
c. CC cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged.
CC offers a full refund or a replacement if packages arrived are badly damaged.
CC offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, CC cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary, electronic products, Your clients shall complain or open a dispute to you within 30 days after packages are delivered.
d. For service products, CCrefunds you the cost of the product which is the price in China market. If you have CC quality inspection service. Otherwise, CC will not take any responsibility for them. (See the following important interpretation > Service products)
CC has a strict quality control process before products are dispatched. CC will deal with incorrect or missing products as follows:
a. For incorrect products, CC offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., CC offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which doesn’t affect product function, CC may refund partially or resend the missing part; for parts missing which affect product function, CC will resend the product only.
d. For accessories, CC will resend the accessories.
Notes:
For size problem, CC will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation.
For orders cancellation, CC offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as CC has planned and prepared for you after payment.