RETURN AND REFUND POLICY
14-day return period
You may request a return within 14 days after receiving your order. To start a return, email contact@cloudrealmglobal.com with your order number and reason for the request.
Return eligibility
Returned items must be unused, in their original condition, and returned with their original packaging and any included accessories or documentation. Items that have been used, damaged after delivery, altered, or returned incomplete may not be eligible for a refund.
Return approval and address
Do not send an item back without approval. If your return is accepted, we will provide the return instructions and return address by email. Items sent without prior approval may not be accepted.
Return shipping costs
For returns that are not caused by damage, defect, or an error by Song Vessel, the customer is responsible for return shipping costs. We recommend using a trackable shipping service and keeping proof of shipment.
Damaged, defective, or incorrect items
Please inspect your order after delivery. If an item arrives damaged, defective, or incorrect, contact us promptly with the order number and clear photographs of the item and packaging. After verification, we will offer a replacement or refund. Song Vessel will cover reasonable return shipping costs when we require the damaged, defective, or incorrect item to be returned.
Refunds
After we receive and inspect an approved return, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method. The time required for the refund to appear depends on the bank or payment provider. Original shipping, duties, and taxes paid by Song Vessel are not deducted from an approved customer refund unless required otherwise by applicable law.
Order cancellations
Orders may be cancelled before dispatch. Once an order has been dispatched, it cannot be cancelled and must be handled under the return process above. Contact us as soon as possible at contact@cloudrealmglobal.com.
Mandatory consumer rights
Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s location.