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Returns & Refunds Policy – Cloud N9ne
At Cloud N9ne, we are committed to delivering high-quality products with a smooth, transparent customer experience. Due to the custom nature of many of our items, our return and refund policy is outlined clearly below.
Custom Printed Products
Custom items are created specifically to your requirements and therefore are not eligible for refunds or returns unless the product is faulty or printed incorrectly.
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Design Proofing: For custom designs created by Cloud N9ne, a digital proof will always be sent to you for approval before printing begins. You are responsible for reviewing and confirming all details at this stage.
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Print-Ready Files: If you supply your own artwork and it meets our print specifications, production may begin immediately upon order receipt. In these cases, there may be no opportunity to cancel or modify your order once submitted.
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Faulty or Incorrect Prints: If your item arrives with a printing error that differs from the approved proof or submitted design, we will offer either a full refund or a free reprint.
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Non-Resalable Goods: Once a custom item has been printed with your design, it cannot be resold. For this reason, we do not accept returns or issue refunds on correctly printed, approved designs.
Plain & Stock Packaging
Products such as Plain Packaging or Stock Packaging may be eligible for return or refund under the following conditions:
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The item is received damaged or incorrect.
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You notify us within 14 days of delivery.
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The item is unused, unopened, and in original condition.
To initiate a return, please contact our team at design@cloudn9ne.co.uk with your order number and details of the issue. If your return is approved, you will be asked to ship the item back to us. Refunds will only be processed after the item is received and inspected.
Additional Terms
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Return shipping is the responsibility of the customer unless the item is confirmed to be faulty or sent in error.
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Refunds, when applicable, will be issued to your original payment method within 5–10 business days of receiving the return.
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We reserve the right to decline returns that do not meet the criteria stated above.
If you have any questions about your order or whether you’re eligible for a refund, feel free to reach out to our team. We’re here to help.