Refund policy
Last updated: September 30, 2026
At CloudPaw, we want every customer to have a clear and fair purchasing experience. This Refund and Returns Policy explains the conditions under which products purchased from CloudPaw may be returned, replaced, refunded, or otherwise remedied.
Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law.
1. 30-Day CloudPaw Return Guarantee
CloudPaw provides customers with a 30-day return period from the date the order is delivered, subject to the conditions set out below.
Where mandatory consumer law grants the customer a statutory right of withdrawal, that right will apply independently from and in addition to CloudPaw’s voluntary commercial return guarantee.
For customers protected by European Union consumer legislation, online purchases may generally be cancelled within 14 calendar days from the date the customer, or a third party designated by the customer, receives the goods, subject to statutory exceptions.
After the statutory withdrawal period has expired, and up to 30 days from delivery, returns are accepted under CloudPaw’s voluntary commercial guarantee only if all conditions described in this policy are satisfied.
2. Return Eligibility
To qualify for CloudPaw’s voluntary return guarantee after any mandatory statutory withdrawal period, the returned product must:
- be substantially unused and in resaleable condition;
- be clean and free from pet hair, dirt, stains, odors, moisture, scratches or other contamination;
- not have been washed, altered, repaired or modified;
- include all original parts, accessories and components;
- not be damaged as a result of improper installation, use, storage or handling;
- preferably be returned in its original packaging where reasonably possible; and
- be returned in a condition that allows CloudPaw to reasonably resell the product as new.
CloudPaw may refuse a voluntary return made after the mandatory statutory withdrawal period where the product no longer satisfies these conditions.
These additional conditions do not restrict any statutory right that the customer may have regarding defective or non-conforming goods.
3. Inspection of Products During the Statutory Withdrawal Period
Where a statutory right of withdrawal applies, the customer is entitled to inspect the product to the extent reasonably necessary to establish its nature, characteristics and functioning.
If the customer handles the product beyond what is reasonably necessary for such inspection and this causes a reduction in its value, CloudPaw may apply a lawful deduction reflecting that diminished value.
Examples may include excessive use, staining, odors, pet hair, damage, scratching, washing, missing components or other deterioration caused by handling beyond what is reasonably necessary to inspect the product.
4. How to Request a Return
To request a return, contact:
Please include:
Order number:
Full name:
Email used for the purchase:
Product to be returned:
Reason for the return:
Photographs may be requested where reasonably necessary to assess the condition of the product or resolve an issue efficiently.
Customers should contact CloudPaw before sending a return so that the appropriate return instructions can be provided.
Sending a product without first contacting CloudPaw may result in processing delays. However, this requirement will not invalidate any mandatory statutory withdrawal right properly exercised within the applicable period.
5. Return Address
Products must not be returned to the address shown on the shipping label unless CloudPaw specifically confirms that address as an authorized return location.
Once a return request has been accepted or instructions are required to exercise a statutory return, CloudPaw will provide the appropriate return address.
CloudPaw works with logistics partners and may use different return facilities depending on the customer’s location and the product concerned.
6. Return Shipping Costs
Where a customer returns an item because they have changed their mind, the customer is responsible for the direct cost of returning the goods where permitted by applicable law.
Original return-shipping costs paid directly by the customer will not normally be reimbursed.
Where the return is caused by an incorrect product supplied by CloudPaw or by a legally recognized lack of conformity, CloudPaw will bear the costs required by applicable consumer law.
Customers are strongly encouraged to use a tracked shipping service.
CloudPaw cannot voluntarily guarantee reimbursement for an item lost during a return shipment arranged independently by the customer, without prejudice to any mandatory rights applicable to the customer.
7. Defective, Damaged or Incorrect Products
If the customer believes that a product:
- arrived damaged;
- is defective;
- is materially different from the product ordered;
- contains missing components; or
- otherwise fails to conform to the contract,
the customer should contact cloudpaw1@gmail.com as soon as reasonably possible.
Customers should provide their order number together with photographs or videos showing the issue where reasonably possible.
CloudPaw may request additional information necessary to determine the nature of the problem.
Where a lack of conformity exists, CloudPaw will provide the remedies required under applicable law, which may include repair, replacement, price reduction or termination of the contract and refund, depending on the circumstances.
For consumer goods sold in Spain, mandatory legal conformity rights may extend beyond CloudPaw’s 30-day commercial return period. Spain currently provides a three-year legal conformity period for new consumer goods. Centro Europeo del Consumidor en España
8. Damage in Transit
Customers are encouraged to inspect their order promptly after delivery.
Where visible transport damage exists, we strongly recommend contacting CloudPaw within 48 hours and keeping:
- the product;
- the original packaging;
- the shipping label; and
- photographs or videos of the damage.
The 48-hour recommendation helps CloudPaw investigate claims with logistics providers and does not eliminate any mandatory consumer rights solely because the customer contacts us later.
9. Refund Processing
Once a returned product is received, CloudPaw may inspect it before completing the refund.
Where a statutory withdrawal right applies, refunds will be made within the time limits required by law.
Where legally permitted, CloudPaw may withhold reimbursement until the returned goods have been received or until the customer supplies evidence that the goods have been sent back, whichever occurs first under the applicable rules.
Approved refunds will normally be made to the original payment method.
Banking institutions and payment providers may require additional processing time after CloudPaw issues the refund.
CloudPaw has no control over processing times imposed by the customer's bank, card issuer or payment provider.
10. Original Shipping Costs
Where mandatory withdrawal rights apply, standard outbound delivery costs will be refunded where legally required.
If the customer selected a more expensive delivery option than CloudPaw’s standard delivery service, any additional premium shipping cost may be excluded from the refund to the extent permitted by law.
11. Used or Damaged Returns
For voluntary returns made outside any statutory withdrawal period, CloudPaw may reject products that have been materially used, damaged or contaminated.
This may include products containing:
pet hair, stains, odors, dirt, moisture, scratches, bite marks, tears, damage caused by animals, damaged mounting components, missing pieces, modifications, washing damage or other evidence preventing resale as new.
No provision in this section applies where doing so would improperly restrict rights relating to defective or non-conforming goods.
12. Fraudulent Returns
CloudPaw maintains a zero-tolerance approach to return fraud.
CloudPaw may reject, investigate or challenge return requests involving reasonable evidence of:
returning a different item, empty packages, substituted components, intentional damage, falsified delivery claims, manipulated evidence, duplicated refund requests or other fraudulent conduct.
Where appropriate and lawful, CloudPaw may preserve photographs, shipping information, communications, order information and other relevant evidence for fraud prevention and dispute resolution.
13. Order Cancellation
Customers wishing to cancel an order should contact:
as soon as possible.
CloudPaw will attempt to cancel the order if it has not yet entered processing or dispatch.
Once an order has been processed or shipped, cancellation may no longer be operationally possible and the customer may instead need to follow the applicable return procedure after delivery.
This does not restrict statutory cancellation or withdrawal rights.
14. Incorrect or Incomplete Delivery Addresses
Customers are responsible for reviewing their shipping information before placing an order.
Where delivery fails solely because the customer supplied an incorrect or incomplete address, CloudPaw may require payment of reasonable additional shipping costs before resending the order, to the extent permitted by applicable law.
CloudPaw is not responsible for delays directly resulting from incorrect information supplied by the customer where the delay is not attributable to CloudPaw.
15. Refused and Uncollected Shipments
If a customer refuses delivery without a legally justified reason, fails to collect a parcel, or fails to respond to reasonable delivery attempts and the order is returned to CloudPaw or its logistics partner, reasonable return or reshipping expenses actually incurred may be deducted or charged where permitted by law.
CloudPaw will not impose penalties prohibited under applicable consumer protection legislation.
16. Orders Marked as Delivered
A carrier status showing an order as delivered may be used as evidence during an investigation but will not automatically eliminate the customer’s statutory rights.
Where a customer reports that an order marked as delivered has not been received, CloudPaw may investigate the matter with the carrier.
CloudPaw may review legitimate evidence including:
delivery confirmation, delivery photographs, carrier records, tracking events, delivery location information, signatures where applicable, communications with the carrier and information supplied by the customer.
The customer may be requested to reasonably cooperate with the investigation.
17. Chargebacks and Payment Disputes
Customers are encouraged to contact cloudpaw1@gmail.com before initiating a payment dispute so CloudPaw has an opportunity to investigate and resolve the issue.
CloudPaw reserves the right to respond to disputed transactions and provide payment processors or financial institutions with relevant evidence, including order information, tracking data, proof of delivery and customer communications.
Nothing in this clause prevents a customer from exercising any lawful right to dispute a transaction.