POLICIES

Returns, Remakes & Refunds

Quickly find the policy that applies to your order, including returns, personalized order issues, remakes, and refunds.

Find what you need

Choose the topic that best matches your situation.

Non-personalized returns

Check eligibility, return timing, item condition, and return shipping.

Personalized order issues

See what happens when a custom order needs a remake, replacement, or refund.

Problems with your order

See what to do if your item arrives damaged, incorrect, or has a qualifying defect.

Refunds & processing times

See how approved returns are inspected and when your refund is processed.

Our policies

Select a section below to find the information that applies to your order.

Non-Personalized Products

Eligible non-personalized products may be returned if the requirements below are met.

Contact us within 7 days

Contact hello@cloud8pets.com within 7 calendar days of delivery.

Return within 7 days after approval

Wait for our return approval and instructions, then ship the approved return within 7 calendar days of authorization.

Unused & resalable condition

The item must be unused, unworn, unwashed, free of pet hair and odor, and returned with its original tags, packaging, accessories, and components in resalable condition.

For change-of-mind returns, the customer is responsible for return shipping. Original shipping charges are not refundable. We do not offer direct exchanges. If your item is eligible for return, please return it and place a new order instead.

Important

Before sending anything back.

Please wait for return approval and instructions before shipping anything to us.

Non-Returnable Items

The following items are not eligible for change-of-mind returns:

Personalized, custom-made, or made-to-order products
Sale, clearance, or final-sale items
Used, worn, washed, damaged, altered, or incomplete items
Items with pet hair, odor, stains, or other signs of contact that make them unsuitable for resale
Opened hygiene-sensitive or sealed products, where applicable

This does not limit remedies available for an item that arrives damaged, defective, incorrect, or materially different from the approved proof.

Personalized Products

Because personalized products are made specifically for you, they cannot be returned, exchanged, or refunded because of a change of mind.

We will provide an appropriate remedy when:

We made a production or personalization error
The finished item materially differs from the approved proof
The item has a qualifying print, embroidery, engraving, or manufacturing defect
You received the wrong product or quantity
The product arrived damaged in transit

Depending on the issue, the remedy may be a remake, replacement, missing-item shipment, partial refund, or full refund.

Cloud Eight may select the most appropriate remedy after reviewing the evidence.

A free remake or replacement is limited to one per approved issue.

Need a corrected remake?

If a personalized item cannot be used because you selected or measured the wrong size, or if you otherwise want a corrected remake for a non-defect reason, we may offer a one-time remake at 30% off the current product price. Shipping and any applicable taxes remain payable. The original item is not refunded.

What Is Not Considered a Defect

The following are not considered product defects:

A customer-selected incorrect photo, name, date, spelling, size, color, style, or other option
Details shown in and accepted through an approved proof
Reasonable screen-to-product color variation
Minor handmade, material, texture, shape, placement, or scale variation
Natural variation in materials
Differences resulting from the quality, lighting, filter, angle, cropping, or obstruction in the submitted photo
A subjective preference regarding artistic style after approval
Normal wear, pet chewing or scratching, accidental damage, improper use, or incorrect cleaning or storage

Reporting a Problem

Contact hello@cloud8pets.com within 7 business days of delivery and include the information below.

Your order number

A clear description of the issue

Clear photos

Show the complete item and the affected area.

Packaging & shipping label

Include clear photos of both.

Unboxing video

For transit-damage claims when available or reasonably requested.

You do not normally need to return a damaged or incorrectly personalized item unless we specifically request it. If the information provided is insufficient to verify the issue, the claim will remain paused until the requested evidence is supplied.

Return Inspection & Refund Timing

Return inspection

Approved non-personalized returns are inspected after arrival. If the return is accepted, we will initiate the refund to the original payment method within 7 business days.

Refund timing

Your bank or payment provider may require additional time for the refund to appear in your account.

Refunds are based on the amount actually paid after discounts.

Original shipping charges, return shipping, customization fees, and duties or import charges are not refundable unless required by applicable law or the refund results from an error for which Cloud Eight is responsible.