2. RETURN & REFUND POLICY
Last Update: July 2020
The following return policy applies to general online purchases made through OnCloudWalks
2.1 Return & Refund policy
When you place an order in our store, you are confirmed to read, understand and agree with all of our policies.
Returns are available if initiated within five (5) days from the date showing delivered status successfully on the carrier's system. You must email our customer service within 5 days to request the return/refund. Any claims made after 5 days will NOT be accepted.
2.2 Return/Refund Conditions
- The product has to buy from our store (Transaction invoice or Shipping label and Proof images is required)
- The return/refund policy only applies to the wrong, damaged or defective product.
- All items must be returned in their original condition; it is new, unworn, or unused in their original package, including packaging materials, blanked warranty card, booklet, accessories (if any).
We will not accept the return/exchange request in the following cases:
- Changing the decision.
- The used products.
- Losing the attached accessories.
- Size/color is correct as of the original order
- The product is an attached gift.
Note: The return request must be the consent of the store representative.
2.3. Return/Refund guideline
You have to send us the proof showing the product is wrong, damaged, or defective (video, photo,…) within 5 days of receiving the package, including the shipping label, to our email address firstname.lastname@example.org so we can check the information and find a solution for your case.
Please note that we will not accept to solve cases when the customers return the goods by themselves without the shop's guidance and approval
In case both sides reach the agreement, the return package will be shipped via the shipping agency (recommend: USPS or UPS) including the tracking number. The customer will pay the returning fee. We will not be responsible if the package is lost or damaged on its way back. After we received the package, if it meets the full conditions above, we will refund the order value back to your account in the next 5 – 7 working days.
You need to send us the transaction invoice or the proof showing you bought our products. The shipping fee will not be refunded.
2.4 Late or missing refund
Please check with your bank if you do not receive the refund after our confirmation email (normally it takes 5 – 7 days depending on which bank your account is linked to).
If you try all the ways to check your account and still do not receive the refund, please contact us via email at email@example.com
2.5 Order Cancellation
You can only cancel your order within 6 hours from the purchasing time on the same day and please be well-informed that 30% of your total order value will be charged for the cancellation for stocking, processing, and a transaction fee on Payment Gateway.
2.6 Order Revision
You can change the order information (size, color, shipping address,…) within 12 hours from the purchasing time.
Please contact us via our email firstname.lastname@example.org immediately so that we can assist you to change the order information according to your requirement.
Besides, if you found that you ordered the wrong product and would like to re-order, email us immediately within 12 hours from the purchasing time.
In case you would like to change the variant you ordered, you only need to inform us:
- The new order has the same price as the old order, we will assist you to change it on our system
- The new order has a lower price than the old order, we will assist you to change it on our system and refund the rest of the order's amount you paid to your account in 5-7 days (based on your bank)
- The new order has a higher price than the old order, we will cancel your previous order and give you a discount code with the same amount as your previous order so that you can order again.