Refund policy
Refund and Returns Policy (UK & EU)
Last updated: 2025/09/01
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1. Return Window
You have the right to return goods within 30 days of receiving your order.
This does not affect your statutory right to cancel the contract within 14 days (see section 6 below).
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2. Return Conditions
For a return to be accepted, the item should be sent back in a condition allowing it to be resold.
• Items may be unpacked and inspected to the extent that would reasonably be possible in a physical shop.
• You are responsible for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
• Items should be returned with all accessories and, where possible, in the original packaging.
• Proof of purchase (receipt, invoice, or other) is required.
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3. How to Start a Return (RMA)
To initiate a return, please contact us at office@icloudman.com, providing your order number, the item(s) being returned, and the reason for return.
You will receive confirmation of eligibility and return instructions.
Items sent back without prior authorisation may be refused.
Upon notification of withdrawal, you will receive an email confirmation from us acknowledging your request.
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4. Return Addresses
Please send returns to the nearest location:
CLOUDMAN LTD
1 Russell Street, Kelham Island
Sheffield S3 8RW
South Yorkshire, United Kingdom
or
CLOUDMAN LTD
ul. Konarskiego 20
99-300 Kutno
Poland
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5. Return Shipping Costs
• Unless the item is faulty, damaged, or incorrect, return shipping is the responsibility of the customer.
• For approved returns, we may provide a prepaid shipping label and deduct the cost from your refund (if applicable).
• Please use a tracked service and keep proof of postage.
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6. Statutory Right of Withdrawal
United Kingdom (Consumer Contracts Regulations 2013)
• You have 14 days from receipt to cancel your order without giving any reason.
• You then have another 14 days to return the goods.
• We will refund the product price and the cost of the cheapest available delivery option (standard shipping) offered at the time of purchase.
European Union (Consumer Rights Directive 2011/83/EU)
• You have 14 days from receipt to cancel your order without giving any reason.
• You then have another 14 days to return the goods.
• We will refund the product price and the cost of the cheapest available delivery option (standard shipping) offered at the time of purchase.
Note: Return shipping costs are generally borne by the customer unless otherwise agreed. We may deduct an amount reflecting any diminished value if the goods were used beyond ordinary inspection.
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7. Damages & Issues
Please check your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect.
For damaged shipments, please include photos of both the packaging and the product.
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8. Exceptions / Non-Returnable Items
In accordance with Article 16 of the EU Consumer Rights Directive 2011/83/EU and Regulation 28 of the UK Consumer Contracts Regulations 2013, the following are excluded from the right of withdrawal:
• Custom or personalised products and made-to-order items.
• Perishable goods (e.g. food, flowers, plants).
• Sealed hygiene or personal care products if unsealed after delivery.
• Hazardous materials / flammable liquids or gases (e.g. certain batteries, chemicals) – please contact us before attempting a return.
• Gift cards (except where legally required).
These exceptions derive directly from consumer law in the EU and UK.
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9. Exchanges
For the fastest service, please return the item as above and place a new order once your return is accepted.
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10. Refunds
• Once we receive and inspect your return, we will notify you of approval or rejection.
• Refunds will be made no later than 14 days from the day we were informed of your decision to withdraw from the contract.
• We may withhold the refund until we have received the goods or proof of their return—whichever is earlier.
• Refunds will be issued to your original payment method.
• Your bank or card issuer may take additional time to process the refund.
If 15 business days have passed since our refund confirmation and you have not received your funds, please contact us at office@icloudman.com.
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11. Withdrawal Form
You may copy and use the form below to withdraw from your contract (this is optional; you may also write your own declaration):
WITHDRAWAL FORM
Addressee: CLOUDMAN LTD, ul. Konarskiego 20, 99-300 Kutno, Poland
I/We () hereby notify you of my/our () withdrawal from the sales contract concerning the following goods:
……………………………………………………………………………………………………….
Date of order / receipt of goods: …………………………………………
Name of consumer(s): …………………………………………..
Address of consumer(s): …………………………………………………….
Signature of consumer(s) (only if this form is submitted on paper): ………………………
Date: …………………………………………..
(*) Delete as appropriate
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12. Online Dispute Resolution (ODR)
In accordance with EU law, we inform you that the online dispute resolution platform (ODR) is available here:
👉 https://ec.europa.eu/consumers/odr
Use of this platform is not mandatory but provides an additional way to resolve disputes out of court.
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13. Contact
For any questions about returns, cancellations, or refunds, please contact us:
📧 office@icloudman.com