Refund, Return, Replacement & Cancellation Policy
Last Updated: 6 September 2026
Thank you for choosing Cloud Krafts for your personalized gifting needs. This policy explains our approach to returns, replacements, refunds, and cancellations for our unique, customized products.
1. Overview
At Cloud Krafts, we are committed to ensuring customer satisfaction with our personalized 3D statues, personalized gifts, home décor, and corporate gifting products. Due to the customized and personalized nature of our products, this policy outlines important information regarding returns, replacements, refunds, and order cancellations.
Please read this policy carefully before placing your order.
2. No General Returns Policy
Cloud Krafts does not accept general returns for the following reasons:
- Change of mind
- Ordered the wrong item
- Customer does not like the product after receiving it
- Product does not match customer's expectations (when the product matches the order specifications)
We provide replacements rather than returns for eligible issues as outlined in this policy.
3. Personalized and Customized Products
Important: Personalized and customized products are non-returnable and non-refundable once personalization or production has started.
This applies to all products that include:
- Customized names, dates, photographs, logos, or messages
- Engravings or printing
- Personalized 3D statues
- Custom designs created according to customer specifications
Customer Responsibility
Customers are fully responsible for:
- Verifying and double-checking all personalization details (names, dates, spellings, photographs, etc.) before placing an order
- Ensuring that all information provided is accurate and complete
- Reviewing product previews or proofs (if provided) before production begins
Incorrect information supplied by the customer does not qualify for a refund or replacement.
4. Damaged, Defective, or Wrong Product
Cloud Krafts stands behind the quality of our products. You may request a replacement if:
- The product arrives damaged during shipping
- The product is defective or has manufacturing defects
- The product received is materially different from what was ordered
- The wrong product was sent by Cloud Krafts
Reporting Timeline
Such issues must be reported within 7 days of delivery. Claims made after this period may not be accepted.
Required Documentation
When reporting an issue, please provide:
- Your order number
- Clear photographs or videos showing the damaged, defective, or incorrect product
- Photographs or videos of the product packaging (if damaged)
- A detailed description of the issue
Return Shipping Cost
Cloud Krafts will bear the applicable return and replacement shipping costs when the issue is confirmed to be our responsibility.
5. Replacement Policy
Replacement is available only for products that are:
- Damaged during shipping
- Defective due to manufacturing issues
- Incorrectly supplied by Cloud Krafts
Replacement Process
- Report the issue to our customer support team within 7 days of delivery
- Provide required documentation (order number, photographs/videos)
- Cloud Krafts will verify the issue
- If approved, a replacement will be processed subject to product availability
Important: Do not send products back to Cloud Krafts without receiving specific return instructions from our customer support team.
Availability
Replacements are subject to product availability. If the exact product is no longer available, Cloud Krafts may offer:
- A similar replacement product of equal or greater value
- A refund (at Cloud Krafts' discretion)
6. Refund Policy
Cloud Krafts primarily provides replacements rather than refunds for eligible issues.
When Refunds May Be Issued
Refunds may be issued only when:
- Cloud Krafts approves a refund request
- A replacement is not reasonably possible due to product unavailability
- Cloud Krafts determines that a refund is the most appropriate resolution
Refund Methods
Approved refunds may be made to:
- The original payment method
- Bank transfer
- Another suitable payment method as agreed upon
Refund Processing Time
Approved refunds will generally be processed within 5–7 business days from the date of approval. Please note that it may take additional time for the refund to appear in your account depending on your bank or payment provider.
7. Cash on Delivery and Partial COD
Cash on Delivery (COD)
Cash on Delivery is available for eligible orders. COD eligibility may vary based on order value, product type, and delivery location.
Partial COD / Advance Payment
For certain personalized products, Cloud Krafts may require partial payment or advance payment before production begins.
Important: Once personalization or production has started, the advance/partial payment is non-refundable, except where Cloud Krafts determines that the customer is entitled to a refund due to a valid issue caused by Cloud Krafts (such as damaged, defective, or incorrect products).
8. Order Cancellation Policy
Non-Personalized Orders
Non-personalized orders may be cancelled only before they are:
- Processed for fulfillment
- Prepared for dispatch
- Dispatched or shipped
Personalized Orders
Personalized orders may be cancelled only before personalization or production begins.
Once personalization, customization, engraving, printing, 3D modeling, or production has started, the order cannot normally be cancelled.
How to Cancel
To request order cancellation, please contact our customer support team immediately with your order number. We will verify whether cancellation is possible based on the order status.
9. Handmade and 3D Products
Many of our products at Cloud Krafts are handmade, hand-painted, 3D-printed, or individually produced with care and attention to detail.
Natural Variations
Due to the artisanal nature of our products, there may be minor variations in:
- Color and finish
- Texture and surface details
- Dimensions (within reasonable tolerances)
- Overall appearance
These minor variations are inherent to the handmade production process and are not considered defects. They add to the unique character and authenticity of each piece.
What Qualifies as a Defect
A product is considered defective only when:
- There are significant structural flaws that affect functionality
- The product is broken or unusable
- There are major deviations from the agreed specifications that materially affect the product
10. Non-Returnable Products
The following products are non-returnable and non-refundable:
- All personalized and customized products
- Products for which personalization or production has already started
- Products made specifically according to customer requirements or specifications
- Products that cannot reasonably be resold due to their customized nature
11. How to Contact Us
If you have received a damaged, defective, or incorrect product, or if you have any questions about this policy, please contact our customer support team:
Cloud Krafts reserves the right to update or modify this policy at any time. The most current version will always be available on our website. By placing an order with Cloud Krafts, you acknowledge that you have read, understood, and agree to this Refund, Return, Replacement & Cancellation Policy.
Thank you for choosing Cloud Krafts!