Cloud Sleep aims to provide a smooth and pleasant experience to its customers, helping them elevate their lifestyle with our premium products. That is why we are offering exhanges on our products (subject to terms and conditions). This webpage describes our complete exchange policy.
1. Exchange Policy
Although we try our best to precisely execute every order to meet the customer’s requirements, some exceptions may arise that can lead to dissatisfied customers in terms of quality, finishing or any other reason. Here is what you can do in such circumstances.
- If you detect any faults, such as cracks and bad workmanship, you can request an exchange within 7 days of delivery.
- In case of wrong delivery, you can contact our customer service within 7 days of delivery to request an exchange.
- If your product is not manufactured according to your bespoke specifications, you can contact us within 7 days of delivery for an exchange.
It is worth noting that we may not be able to process your exchange request if your scenario does not meet the above-mentioned conditions. However, we suggest contacting our team at +44 7537 141501 for further assistance.
2. The Exchange Process
In case of faults, wrong delivery or other applicable scenario, you can follow these steps to place an exchange request:
- Call our customer services within 7 days from when the item is delivered.
- You may be requested to share pictures or videos of the damage, imperfection or other issues to the product.
- You can exchange the product in the same condition it was received. You are not required to dismantle it to be collected.
- We process exchange requests on working days (Monday to Friday), excluding bank holidays, and on a schedule that aligns with our rolling delivery timetable.
We only take responsibility for the damages that occurred before the time of delivery. Therefore, we suggest you thoroughly check your product before receiving it to avoid any conflicts.