Return and Exchange Policy
We at Cloud Linen are confident you will be happy with your purchase,
Once the parcel is delivered at your door step. Kindly open the parcel & check the Size & Colour mentioned on the Barcode of your parcel to the title mentioned on the order, Both the titles should match, however if you require an exchange or refund then please read the following for more information:
We are happy to accept exchange or refund within 14 days of receipt of goods. We also refund for a Change of Mind.
Please see Refund section below.
All unwanted items must be returned in their original condition, this means all packaging and labels must be attached. The product should not be opened, used or washed.
The buyer is responsible for the associated costs to return the goods back to us. We recommend that you use the registered post option as Cloud Linen will not take responsibility for items not received if you attempt to send them via non registered mail.
In case of receiving a product which is not same as the product title ordered. For instance: Size or Colour mentioned on the barcode of the product do not match with the received parcel. Please Contact us & we will investigate & send Paid Return Postage Label at the desired email address. Leave the parcel just the way one received & take it to the nearest post office.
Please address your returns & email to:
Please allow up to 14 days for exchanges and refunds to be received and processed.
Postage charges on returns are not refundable.
Cloud Linen is more than happy to exchange your goods. To ensure the exchange goes smoothly please contact us so that we can step you through the process and also make a log on our system of what you are returning to us for exchange.
- Place and pay for a new order on the website to secure the size/items you are exchanging. This way you are guaranteed to get the item before it gets sold and we can ship it out to you immediately.
- Send back the items you are exchanging with the exchange/return form.
- When we receive your returned items we will process a refund for them.
You will be refunded for the amount of the products purchased.
No initial shipping charges will be refunded. If the initial purchase incurred free shipping we will charge a restocking & handling fee of $10.00.
Due to OH&S Regulation’s items such as Pillows, Quilts, Mattress Protectors, Mattress Toppers, Blankets and under blankets can’t be exchanged.
If there is a manufacturing fault or the goods are damaged we will refund the purchase price of the goods excluding postage to the purchase payment method.
Cancelling your Order:
Please kindly note, once an order and payment has been processed, its hard for us to amend the order. Though if its a Address Change one can call Australia Post & get the delivery address change for free of cost. We pack orders quickly, which means we can’t make many changes once you’ve placed it.
You can return your order to us once you have received it.
Every order is inspected by our QA Department before it leaves our Warehouse, this is to ensure you receive product in good condition. If your product for some reason has become faulty due to a manufacturing fault or report damaged or faulty items for your order, please contact our friendly customer service via email at: firstname.lastname@example.org – we’re here to help!