Refund policy

 

CLOUDSTEP is committed to ensuring complete customer satisfaction with every purchase. We understand that buying footwear online requires trust, and we stand behind the quality of every product we sell. If for any reason you are not fully satisfied with your order, this policy outlines your rights and the procedures available to you. All return and refund requests are handled in accordance with applicable U.S. consumer protection laws and regulations.

1. ELIGIBILITY FOR RETURNS

To qualify for a return, all of the following conditions must be satisfied:

  • The return request must be submitted within 30 calendar days of the confirmed delivery date;
  • Items must be unworn, unwashed, and in their original, unaltered condition;
  • All original manufacturer tags must be attached and intact;
  • Items must be returned in their original packaging, including the original shoebox, tissue paper, and any accessories included at the time of shipment;
  • A valid proof of purchase must be provided, such as your order confirmation email or receipt number;
  • The item must not fall under the non-returnable category listed in Section 1.1 below.

1.1 Non-Returnable Items

The following items are strictly non-eligible for return or refund:

  • Final sale or clearance items, explicitly marked as such at the time of purchase;
  • Gift cards and store credits;
  • Items that have been worn, used, washed, or altered in any way;
  • Items returned without their original shoebox or packaging;
  • Items returned without prior authorization (RMA number);
  • Any product where the customer has removed the original tags or stickers.

CLOUDSTEP reserves the right to refuse a return that does not comply with the conditions stated above. In such cases, the item will be shipped back to the customer at their expense.

2. HOW TO INITIATE A RETURN

To begin the return process, please follow the steps below:

  • Step 1: Send an email to Info@cloudstep.com with the subject line "Return Request – Order #[Your Order Number]";
  • Step 2: Include your full name, order number, the item(s) you wish to return, and a brief description of the reason for the return;
  • Step 3: If the return is due to a defect or incorrect item, attach clear photographs of the product;
  • Step 4: Our Customer Support Team will review your request and respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.

Returns submitted without a valid RMA number will not be accepted at our facility and will be returned to the sender at the customer's expense. CLOUDSTEP is not responsible for returned packages sent to an incorrect address or without prior authorization.

3. RETURN SHIPPING

3.1 Customer-Paid Returns

Unless the return is the result of a CLOUDSTEP error, all return shipping costs are the sole responsibility of the customer. We strongly recommend using a carrier that provides tracking and insurance coverage, as CLOUDSTEP is not liable for items lost, stolen, or damaged during return transit.

Accepted return carriers include, but are not limited to: USPS, UPS, FedEx, and DHL.

3.2 CLOUDSTEP-Paid Returns

A prepaid return shipping label will be provided at no cost to the customer in the following circumstances:

  • The item received was defective or damaged upon delivery;
  • The item received was incorrect (wrong size, wrong color, or wrong model);
  • The order was the result of a fulfillment error on the part of CLOUDSTEP.

In these cases, the prepaid label will be sent to your email address within 1 business day of return approval.

3.3 Return Packaging Requirements

All items must be securely packaged to prevent damage during transit. CLOUDSTEP will not accept responsibility for items damaged during return shipping due to improper packaging. Please ensure the shoebox is placed inside an outer shipping box or bag and is not used as the sole exterior packaging.

4. REFUND PROCESSING

4.1 Inspection & Approval

Once your return shipment is received at our facility, our team will inspect the item within 3 to 5 business days. You will receive an email notification confirming whether your return has been approved or rejected based on the eligibility criteria outlined in Section 1.

4.2 Refund Issuance

If your return is approved, your refund will be processed and credited back to your original payment method within 5 to 10 business days, depending on your bank or financial institution's processing time. CLOUDSTEP is not responsible for delays caused by your bank or payment provider.

Please note the following:

  • Original shipping and handling charges are non-refundable in all cases;
  • If a promotional discount or coupon was applied to the original order, only the amount actually paid will be refunded;
  • Refunds will be issued in U.S. dollars (USD) regardless of currency fluctuations.

4.3 Rejected Returns

If a return is rejected due to non-compliance with this policy, the customer will be notified via email. The item will be held for 7 business days, during which the customer may arrange for the item to be shipped back at their own expense. After 7 business days, CLOUDSTEP reserves the right to dispose of or donate the item.

5. EXCHANGES

CLOUDSTEP accepts exchanges for a different size or color of the same item, subject to stock availability. To request an exchange, contact Info@cloudstep.com within 30 calendar days of the delivery date following the same process described in Section 2.

If the desired size or color is unavailable at the time the exchange is processed, CLOUDSTEP will issue a full refund to the original payment method in accordance with Section 4.2. CLOUDSTEP does not offer exchanges for different models or products of higher or lower value. In such cases, the customer must initiate a standard return and place a new order separately.

6. DAMAGED OR DEFECTIVE ITEMS

CLOUDSTEP takes product quality seriously. If you receive an item that is damaged, defective, or materially different from what was described on our Website, you must notify us within 7 calendar days of the confirmed delivery date. To report a damaged or defective item:

  • Email Info@cloudstep.com with the subject line "Defective Item – Order #[Your Order Number]";
  • Include a detailed description of the defect or damage;
  • Attach clear photographs showing the defect, the item label, and the original packaging.

Upon verification, CLOUDSTEP will offer one of the following resolutions at no additional cost to the customer: a full replacement of the same item (subject to availability), a store credit equivalent to the purchase price, or a full refund to the original payment method. CLOUDSTEP reserves the right to determine the appropriate resolution based on the nature of the defect and available inventory.

7. LATE OR MISSING REFUNDS

If you have not received your refund within the timeframe stated in Section 4.2, please take the following steps before contacting us:

  • Check your bank account or credit card statement for pending transactions;
  • Contact your bank or credit card provider, as internal processing times may vary;
  • Check your PayPal account or digital wallet if applicable.

If you have completed the above steps and still have not received your refund, please contact our support team at Info@cloudstep.com with your order number and the subject line "Missing Refund – Order #[Your Order Number]." Our team will initiate an investigation within 2 business days.

8. FRAUDULENT RETURNS

CLOUDSTEP employs strict measures to detect and prevent fraudulent return activity. Any attempt to return an item that was not purchased from CLOUDSTEP, or to misrepresent the condition of a returned item, constitutes fraud and will result in the permanent suspension of the customer's account and may be subject to legal action in accordance with applicable U.S. law.

9. POLICY UPDATES

CLOUDSTEP reserves the right to modify, update, or amend this Return & Refund Policy at any time without prior notice. Any changes will take effect immediately upon publication on our Website. It is the customer's responsibility to review this policy periodically. Continued use of our Services following any update constitutes acceptance of the revised policy.

10. CONTACT INFORMATION

For all return, refund, or exchange-related inquiries, please reach out to our Customer Support Team:

  • Email: Info@cloudstep.com
  • Response Time: Within 2 business days
  • Business Hours: Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time)