Refund policy

Return and Refund Policy

Last Updated: November 13, 2026

At Cloudoeu, we want every customer to shop with confidence. As an independent online perfume and fragrance retailer, we understand the importance of product condition, authenticity, secure packaging, and customer satisfaction.

This policy explains our return, exchange, cancellation, and refund procedures.

1. 30-Day Return Policy

Customers may request a return within 30 calendar days after receiving their order.

For standard change-of-mind returns, eligible products must meet the following conditions:

The fragrance must be unused and unopened.
The original manufacturer seal must remain intact, where applicable.
The original packaging must be undamaged and in resaleable condition.
All original accessories and components must be included.
Proof of purchase or an order number must be provided.

Returns requested after 30 days may not qualify for standard change-of-mind returns.

These conditions do not restrict any mandatory consumer rights relating to defective, damaged, incorrect, or misdescribed products.

2. Opened or Used Fragrances

Due to the personal nature of fragrance products, opened, sprayed, tested, or used perfumes are not eligible for standard change-of-mind returns.

This includes fragrances that have been opened solely to test their scent.

However, these restrictions do not apply where a product is defective, damaged, leaking, incorrect, or materially different from its description, or where applicable law requires a remedy.

3. Damaged, Defective, Leaking, or Incorrect Products

Please inspect your order upon delivery.

We recommend reporting any visible damage, leakage, missing items, or incorrect products within 7 calendar days of delivery.

The 7-day period is a recommendation to help us investigate promptly, not a deadline that removes your statutory rights.

If you experience an issue, please email gunnarconnellyry@hotmail.com with:

Your order number.
A description of the issue.
Clear photographs of the product.
Photographs of the packaging, where available.

For confirmed damaged, defective, leaking, or incorrect products, Cloudoeu will provide an appropriate remedy, including replacement or refund.

We will cover necessary return shipping costs for such cases, including providing a prepaid label or another suitable return arrangement when a return is required.

4. Return Shipping Costs

Change-of-Mind Returns

Customers are responsible for return shipping costs when returning an eligible product due to personal preference, an unwanted purchase, or an ordering mistake.

Seller-Responsible Returns

Cloudoeu covers necessary return shipping costs for confirmed defective, damaged, leaking, incorrect, or misdescribed products.

We do not charge a restocking fee.

Any original paid shipping charges are generally non-refundable for change-of-mind returns where permitted by law. Shipping charges will be refunded where required by applicable law or where Cloudoeu is responsible for the issue.

5. How to Request a Return

Email gunnarconnellyry@hotmail.com within 30 days of delivery.
Provide your order number and the product name.
Explain the reason for your return.
Include photographs when reporting a product issue.
Wait for return authorization and shipping instructions.
Follow the approved return instructions and retain your tracking information.

Do not send fragrance products without first obtaining return instructions.

Perfumes may be subject to carrier restrictions because they can contain flammable liquids. Customers must follow all applicable shipping requirements.

6. Return Address

Cloudoeu

15535 Oceanview Dr
Brookings, OR 97415
United States

This is our published business address. Please contact customer support to confirm the authorized receiving address before returning a product.

If a different return facility is required, we will explain the applicable return instructions and any relevant costs before shipment.

7. Refund Processing

Once an authorized return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be processed to the original payment method within 5–10 business days after approval.

Your bank or payment provider may require additional time to post the refund.

For approved cases where no physical return is required, the refund period begins when the refund is approved.

8. Order Cancellations

Customers may request cancellation before shipment by contacting our customer support team.

We will make reasonable efforts to cancel orders that have not entered the final dispatch process.

Approved cancellation refunds will be processed to the original payment method within 5–10 business days after cancellation approval, subject to any shorter period required by law.

If an order has already shipped, the applicable return procedure may apply.

If Cloudoeu cannot fulfill an order, we will notify the customer and provide a refund as required by applicable law.