Returns and Replacements

Last updated: September 14, 2026

We want your order to arrive as ordered. This policy explains the support available for product problems, voluntary returns and any additional rights that apply where you live. CloudyCases is your point of contact for a purchase from this store.

Damaged, defective, misprinted or incorrect items

Email hello@cloudycases.com as soon as you notice a problem, preferably within 30 days of delivery, with:

• Your order number and the email address used at checkout.
• A short description of the problem.
• Clear photos showing the item, the affected area and, if relevant, the packaging or shipping label.
• For an apparent fit problem, the ordered model and your device model or generation. For an iPhone, find Model Name in Settings → General → About. Do not send a serial number or IMEI.

For a confirmed manufacturing, print or fulfillment error, we will arrange an appropriate replacement or refund at no additional cost. Where law gives you a choice of remedy, that choice applies. If a replacement is unavailable or cannot resolve the issue, we will provide an appropriate refund. You will not be charged return postage for an error for which we are responsible.

Please do not mail an item back before contacting us. A photo may be enough to resolve the issue. If a return is needed, we will provide the correct address and instructions. Our business mailing address is not an automatic return address.

Change of mind or selecting the wrong model

Except where a statutory right applies, we do not offer voluntary returns or exchanges simply because you changed your mind or selected the wrong design or device model. Check the exact device model or generation before purchase; similarly named devices can require different cases.

If we sent a model or design different from the one you ordered, that is our fulfillment error and is covered by the product-problem process above. Ordinary screen-to-print color differences are not automatically defects, but this does not excuse an item that materially differs from its listing. A printed illustration of lace, ribbons or shine does not mean those materials or textures are physically attached.

Cancellation and address corrections

Email us immediately with your order number. We will check whether production can still be stopped or the order corrected. A voluntary change or cancellation is not guaranteed once production or dispatch has begun, even if you have not received tracking. A confirmed pre-production cancellation will be refunded to the original payment method. Mandatory cancellation rights remain available.

EEA and UK withdrawal rights

If applicable EEA or UK consumer law gives you a right to withdraw from an online purchase, you may notify us within 14 days after receiving the goods, without giving a reason. For an order delivered in separate parts, the applicable period generally starts after the final item is received. Email us with a clear statement identifying the order and your decision to withdraw.

Printing a standard catalog design only after purchase does not, by itself, mean we will treat it as legally personalized. An exception applies only where the goods meet the applicable legal definition, such as goods made to your individual specifications or clearly personalized, and the relevant requirements are satisfied.

After giving notice, send eligible goods to the address we provide within 14 days. You normally bear the direct cost of returning a non-defective item under this withdrawal right. Use packaging that protects the goods and keep evidence of dispatch. You may inspect the goods as you would in a shop; you may be responsible for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and function.

We will refund eligible payments, including the cost of our least expensive standard outbound delivery for a full-order withdrawal, within 14 days of notice. Where the law permits, we may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first. Extra costs for an upgraded delivery service need not be refunded unless required by law. Refunds use the original payment method unless you agree otherwise without additional fees.

Lost, missing or returned deliveries

If tracking appears stalled, says delivered when the parcel is missing, or shows a return to sender, contact us. We will investigate with the fulfillment provider or carrier and arrange the remedy appropriate to the circumstances and applicable law. A carrier's tracking status does not automatically remove your consumer rights. Additional shipping for a customer-supplied incorrect address will be discussed before any charge is made.

Refund processing and additional rights

We will confirm an approved refund by email. Your bank or payment provider may need additional processing time before it appears on the account. Contact us if it has not appeared within 10 business days of confirmation so we can check its status.

The 30-day reporting request supports prompt handling of production issues. It does not shorten mandatory warranty, legal-guarantee or other consumer-rights periods. For example, eligible EU consumers have statutory protections for faulty or misdescribed goods that can extend beyond this voluntary support window. Nothing in this policy limits rights that cannot lawfully be excluded.

This version applies to new purchases made under it. Earlier orders keep any more favorable terms presented at their purchase, together with all applicable statutory rights.