Return & Refund Policy

1. Overview

At Cloudpeak, we stand behind the quality of every product we sell — whether it is premium apparel, footwear, or curated streetwear. We want you to shop with confidence. If something isn't right, we're here to make it right.

This Return & Refund Policy applies to all purchases made through our website or via official WhatsApp ordering channels. Please read this policy carefully before initiating a return or exchange.

2. Return Window

You may return eligible items within 15 days of the date of delivery for a refund or exchange. The return window begins on the day your order is marked as delivered by the courier.

To be eligible, items must be unused, unworn, unwashed, and in their original condition with all tags, labels, and packaging intact.

3. Custom & Special Edition Products

Custom items are produced specifically for you after your order is placed. Because of this made-to-order nature, the following conditions apply:

• Standard apparel items (pre-designed Cloudpeak graphics, no custom text): eligible for return within 15 days if unworn and in original condition.
• Custom / personalised items (custom names, text, or uploaded designs): not eligible for return or exchange unless the item is defective, misprinted, or materially different from what was ordered.
• Slight colour variations between screen preview and printed product are normal in apparel production and do not qualify as defects.

If you receive a custom item with a printing defect, incorrect size, or wrong design, contact us within 48 hours of delivery with clear photos. We will arrange a free replacement or full refund at no cost to you.

4. Footwear & Select Accessories

Select footwear, accessories, and lifestyle items are subject to the same 15-day return window, provided they meet the condition requirements above.

• Footwear must be tried indoors only — shoes showing outdoor wear are not eligible
• Original shoe box and all included accessories must be returned
• Returns may require shipping to a designated hub; we will provide a prepaid label where applicable

5. Non-Returnable Items

The following items cannot be returned or exchanged:

• Custom or personalised products (unless defective or incorrect)
• Items marked as final sale or clearance
• Undergarments, socks, and intimate apparel (for hygiene reasons)
• Items returned after the 15-day window
• Items that show signs of wear, washing, alteration, or damage caused by the customer
• Items returned without original tags, packaging, or proof of purchase

6. How to Initiate a Return

1. Contact us within 15 days of delivery via WhatsApp or email at cloudpeakindia@gmail.com
2. Provide your order number, item(s) to return, and reason for return
3. Include clear photos of the item and packaging (required for defect claims)
4. Our team will review your request and respond within 2 business days with return instructions and, where applicable, a prepaid return label or pickup arrangement
5. Pack the item securely in its original packaging and dispatch as instructed

Do not send returns without prior approval. Unauthorised returns may not be processed.

7. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 3 business days.

• Approved refunds are processed to your original payment method within 5–10 business days. Bank processing times may vary.
• WhatsApp / UPI orders are refunded to the UPI ID or bank account used for payment.
• Original shipping charges are non-refundable unless the return is due to our error (wrong item, defect, or non-delivery).
• Return shipping costs are borne by the customer unless the return is due to a Cloudpeak error or defective product.

8. Exchanges

We offer exchanges for a different size or colour of the same product, subject to availability. To request an exchange, follow the return process above and specify the desired replacement. If the replacement item is priced higher, you will be charged the difference. If lower, we will refund the difference.

Exchanges for custom items are not available. Exchanges for standard items are processed within 7–14 business days after we receive the original item.

9. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with:

• Your order number
• Photos of the damaged/incorrect item
• Photos of the packaging and shipping label

We will arrange a free replacement or full refund, including any shipping costs. No return shipping fee will be charged for items that are our fault.

10. Lost or Undelivered Orders

If your tracking shows delivered but you have not received your package, contact us within 48 hours. We will investigate with the courier and either reship your order or issue a full refund if the package cannot be located within 10 business days of the investigation.

11. Cancellations

Orders may be cancelled within 2 hours of placement, provided the order has not yet been dispatched. Custom orders may enter production quickly and may not be cancellable once production has begun. Contact us immediately via WhatsApp for the fastest cancellation processing.

12. Contact Us

Cloudpeak — Returns & Support
India
Email: cloudpeakindia@gmail.com
WhatsApp: Available via our website chat button