Refund policy
Returns Policy
At Cloud & Lune, we hope you love every piece you receive. If something isn’t quite right, we’re here to make the returns process as simple as possible.
Returns
We accept returns requested within 30 days of your order being delivered.
Return Eligibility
To be eligible for a return, your item must:
- Be unworn, unwashed, and in its original condition
- Have all original tags attached
- Be returned in its original packaging
- Be accompanied by proof of purchase
Unfortunately, returns that do not meet these requirements may not be accepted.
Change of Mind
We understand that sometimes things don’t work out.
For change-of-mind purchases, we offer exchanges or store credit only. Refunds are not available for change-of-mind purchases.
Sale & Promotional Items
Items purchased during promotional periods or using a discount code are considered final sale and are not eligible for return or exchange. This includes, but is not limited to:
- Sale items
- Discount code purchases
- Black Friday
- Boxing Day
- EOFY promotions
- Any other promotional events
How to Return an Item
To request a return:
- Email hello@cloudandlune.com within 30 days of receiving your order.
- Use the subject line: Order #XXXX – Return Request.
- Include your full name, order number, and the item(s) you wish to return.
Once your request has been approved, we’ll email you our return address along with return instructions.
Please package your return securely and include your name and order number inside the parcel.
We strongly recommend using a tracked shipping service, as Cloud & Lune cannot accept responsibility for parcels lost or damaged during return transit.
Return Shipping
- Return shipping costs are the responsibility of the customer.
- Original shipping charges are non-refundable.
- Cloud & Lune is not responsible for returns lost or damaged during transit.
Exchanges & Store Credit
We currently offer:
- Exchanges (subject to stock availability)
- Store credit
If your requested exchange is unavailable, a store credit will be issued for the value of the returned item.
Processing Your Return
Once your return has been received and inspected, please allow 1–3 business days for processing.
We’ll notify you by email once your return has been approved and your exchange or store credit has been arranged.
Faulty, Damaged or Incorrect Items
We take great care in preparing every order. However, if you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order.
Email hello@cloudandlune.com with:
- Your order number
- A description of the issue
- Clear photographs of the item
We’ll assess the issue as quickly as possible and, where appropriate, provide a replacement, repair, or refund in accordance with Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Returns Policy excludes, limits, or replaces your rights under the Australian Consumer Law.
If an item has a major fault, is not of acceptable quality, is not fit for its intended purpose, or does not match its description, you may be entitled to a repair, replacement, or refund as provided under Australian Consumer Law.
Contact Us
If you have any questions about our Returns Policy, we’d love to hear from you.
Email: hello@cloudandlune.com
You can also contact us via Facebook Messenger, and we’ll be happy to assist.
Cloud & Lune reserves the right to refuse returns that do not meet the conditions outlined in this policy.