Refund Policy

Refund Policy

1. Damaged, defective, wrong or missing items
If your order arrives broken, leaking, with a compromised seal, as the wrong product or with missing items, contact us within 48 hours of delivery at shop@thecloud.bar | +632-87142805 with:

  • your order number
  • clear photos of the item, seal and packaging
  • your unboxing video, if available

Once verified, you may choose a replacement of the same item, a full refund to your original payment method or store credit. We will cover any return shipping for these cases. Please keep the item and packaging until your claim is resolved.

2. Change-of-mind returns
You may return items within 7 days of delivery for store credit if:

  • the bottle is unopened with its original seal intact
  • the item is in its original box, tube or gift packaging with all inclusions
  • you have proof of purchase

Change-of-mind returns are credited as store credit only, not cash. Return shipping is shouldered by the customer, and the item must reach us in resellable condition. Store credit is valid for 12 months from issue.

3. Items that cannot be returned for change of mind

  • opened, used or unsealed bottles
  • items bought on sale, clearance or as a promo freebie
  • individual items from a bundle or gift set (the full set must be returned)
  • personalized, engraved or custom-packaged orders
  • items damaged after delivery due to handling, storage or temperature

4. Order cancellations
You may cancel an order before it is dispatched for a full refund. Once dispatched, it will be treated as a return under the rules above. We may cancel an order due to stock issues, pricing errors, failed age verification or suspected fraud, and any payment will be refunded in full.

5. How refunds are paid
Approved refunds are returned to your original payment method (card, GCash or online banking). Cash on delivery orders are refunded via GCash or bank transfer. Please allow 7 to 14 business days after approval for the refund to reflect, depending on your bank or provider. Original shipping fees are refundable only for damaged, defective or incorrect orders.

6. Rewards points
Points earned on a returned or refunded order will be deducted from your account. Points used on a refunded order will be restored.

7. Contact
shop@thecloud.bar | +632-87142805