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Refund policy

Here at CloudRunner, we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish. We hope you love your items as much as we do but understand that in some cases you may need to contact us to organize a return and we are here to make this as easy as possible for you. 


Customer can make a free cancellation within 12 hours of placing an order and receive a complete refund of the money. After that time the order is being processed, therefore it cannot be canceled.

Please if you have to cancel your order for any reason reach out to us immediately at if you are able to cancel within the given time frame.


Refunds will only be provided for products that are defective or damaged upon arrival. If you receive a product that is defective or damaged, please contact us within 7 days of receipt and provide us with your order number and a description of the issue. We may ask you to provide photographic evidence of the damage or defect. Once we have verified the issue, we will provide you with instructions on how to return the product for a refund or replacement. Please note that we do not offer refunds for products that have been used or opened, except in cases where they are defective or damaged.

Refunds will not be provided for orders that were correctly fulfilled by the seller. This includes orders that were shipped with the correct size and color as selected by the customer at the time of purchase. 

All refund issues are processed through our Support Team which you can contact by emailing

We will also provide the nearest location to you where you can send your item(s) back.

If you request a refund, only the purchase price paid excluding delivery charges will be refunded to you using the original payment method. This will be processed within 5 - 7 business days once we have received back the item. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.

Please note that we cannot process exchanges/replacements or refunds after 7 days after the receipt so please be sure to contact us ASAP.


All refunds are processed for the full amount paid for the item ordered however please note that the shipping costs are non-refundable.

Please also note that you are responsible for the shipping costs for returning your item.


If the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this, you will be required to provide us with photos or videos of the issue to us via our Support Desk.

Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of the Management Team.

Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference, and we aim to accurately demonstrate all of our products on our website as clearly as we can.


Please make sure to double-check your address when you are entering your details on our contact information page. If you have entered the wrong address, moved, or need to change a product size/color/style after your order has been shipped and you have received your shipping confirmation we will be unlikely to be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error, so we can contact the warehouse.


If an item is marked as successfully delivered by the domestic postal service in your country (e.g. USPS/Canada Post etc.) to the correct address provided upon ordering but has not successfully arrived you must contact the local post office and bring for us formal affidavit of a lost, stolen package or undelivered package. After that, we will endeavor to resend a replacement order to you.

This is left to the discretion of CloudRunner, however, in this specific scenario, we cannot issue a refund.

Please contact us ASAP so we can help at support@thecloudrunner.coEach case is different so be sure to include all relevant information when contacting us.


Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page:

Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are trackable and still in transit. However, on occasion items do get mislaid or held up a substantially long time, and we are 100% committed to resolving this fully on a case by case basis.

Each case is different so you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at


If you haven’t received a refund yet, first check your bank account again
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at