Return and Refund Policy

Last updated: August 24, 2026

This Return and Refund Policy applies to purchases made from the online store operated by cloud.as.

We want you to be satisfied with your purchase. Please review this policy carefully before requesting a return, exchange, cancellation or refund.

1. 30-Day Return Policy

We offer a 30-day voluntary return period for eligible products.

You may request a return within 30 days after receiving your order.

To be eligible for a voluntary return, the product must generally:

• Be in the same condition in which you received it;

• Be unused, unworn and undamaged;

• Include all original accessories, components and documentation;

• Be returned in its original packaging where reasonably possible; and

• Be accompanied by a receipt, order confirmation or other valid proof of purchase.

Products that do not meet these conditions may not qualify for a full refund, except where mandatory consumer protection law provides otherwise.

2. How to Request a Return

Before returning any product, please contact us:

Email: cs@cloud.as
Telephone: 23881199

When contacting us, please provide:

• Your full name;

• Your order number;

• The email address used when placing the order;

• The product you wish to return;

• The reason for the return; and

• Photographs or videos where the product is damaged, defective or incorrect.

Please do not send any product back before contacting us and receiving return instructions.

Once your return request has been reviewed and accepted, we will provide instructions on how and where to send the product.

Items returned without prior authorization may not be accepted.

3. Return Address

Approved returns should be sent according to the instructions provided by our customer support team.

Unless we provide a different authorized return address, our registered business address is:

cloud.as
Nyhavn 14, 3.
1051 København K
Denmark

Please contact us before sending any return.

Do not send returns on a Cash on Delivery, postage-due or similar basis unless we have expressly agreed to this in advance.

4. Damaged, Defective or Incorrect Products

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

• The product is damaged;

• The product is defective or does not function as reasonably expected;

• You received the wrong product;

• Parts, accessories or components are missing; or

• The parcel shows significant damage during transportation.

Please provide your order number together with clear photographs or videos showing the problem where appropriate.

After reviewing the issue, we will provide an appropriate solution, which may include:

• Repair;

• Replacement;

• Return;

• Partial refund; or

• Full refund,

depending on the circumstances and your rights under applicable consumer protection law.

Where the return is required because we supplied a defective, damaged, incorrect or otherwise non-conforming product, we will cover reasonable return shipping costs where required by applicable law.

5. Non-Returnable Products and Exceptions

Certain products may not be eligible for voluntary return for health, hygiene, safety or practical reasons.

These may include:

• Perishable goods;

• Custom-made or personalized products;

• Products made specifically to customer requirements;

• Sealed health or hygiene products after the seal has been removed;

• Hazardous materials;

• Flammable liquids or gases;

• Products that become inseparably mixed with other goods after delivery;

• Sealed software, audio or video products after the seal has been removed, where applicable; and

• Other products excluded from return under applicable law.

Gift cards and certain clearance or final-sale products may also be excluded from our voluntary return policy where permitted by law.

These exclusions do not limit any mandatory legal rights you may have if a product is defective, damaged, incorrectly supplied or otherwise non-conforming.

If you are unsure whether your product can be returned, contact us at cs@cloud.as before sending it back.

6. Exchanges

If you wish to receive a different product, model, size or variation, please contact us.

The fastest way to obtain another product is generally to return the original product, if eligible, and place a new order after the return has been approved.

Direct exchanges may not always be available because stock availability can change.

Your statutory consumer rights remain unaffected.

7. EU/EEA 14-Day Statutory Right of Withdrawal

If you are a consumer located in the European Union or European Economic Area, you may have a statutory right to withdraw from an eligible distance purchase within 14 days without giving a reason, subject to the exceptions provided by applicable consumer protection law.

For purchases of physical goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods.

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires.

You may contact us at:

Email: cs@cloud.as
Telephone: 23881199

Your notice should clearly state that you wish to withdraw from the purchase.

After notifying us of your withdrawal, you must send the goods back without undue delay and generally no later than 14 days after the date on which you informed us of your decision to withdraw.

8. Condition of Products Returned Under the Right of Withdrawal

You may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

You may be responsible for any reduction in the value of the goods resulting from handling beyond what would normally be permitted when examining the product in a physical retail store.

The statutory right of withdrawal may not apply to certain products, including where applicable:

• Products made to your specifications or clearly personalized;

• Products liable to deteriorate or expire rapidly;

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;

• Products that become inseparably mixed with other goods after delivery;

• Certain sealed digital, audio, video or software products once unsealed; and

• Other goods or services legally excluded from the statutory withdrawal right.

These exceptions apply only to the extent permitted by applicable law.

9. Return Shipping Costs

EU/EEA Statutory Withdrawal

If you exercise the 14-day statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods, provided that this obligation has been properly communicated to you.

This may include:

• Return postage;

• Courier charges;

• Packaging costs; and

• Other direct costs associated with returning the product.

We recommend using a secure and trackable shipping service and keeping your receipt and tracking information until your return has been completed.

Voluntary 30-Day Returns

For voluntary change-of-mind returns under our 30-day return policy, the customer is generally responsible for return shipping costs.

Defective, Damaged or Incorrect Products

You will not normally be responsible for reasonable return shipping costs where the return is caused by:

• A defective or non-conforming product;

• A product damaged before or during delivery;

• An incorrect product supplied by us;

• Missing components or accessories; or

• Another confirmed error attributable to us.

Please contact us before returning such a product so that we can provide the appropriate instructions.

10. Return Inspection

After receiving your returned product, we will inspect it to determine whether it meets the applicable return requirements.

We will notify you once the return has been inspected and inform you whether the refund has been approved.

We may contact you if additional information is required.

For voluntary returns, products that are materially used, damaged, incomplete or returned in a condition that significantly reduces their value may be refused or may result in an appropriate deduction from the refund where permitted by law.

Nothing in this section limits mandatory consumer rights concerning defective or non-conforming products.

11. Refunds Under the EU/EEA Right of Withdrawal

If you validly exercise your statutory right of withdrawal, we will reimburse payments that are required to be refunded under applicable law, including the cost of the least expensive standard delivery option offered for the relevant order.

If you chose an expedited, express or more expensive delivery method, any additional delivery cost above our least expensive standard delivery option will generally not be refunded.

The reimbursement will be made without undue delay and, where the statutory withdrawal rules apply, no later than 14 days after we are informed of your decision to withdraw, subject to applicable law.

For physical goods, we may withhold reimbursement until:

• We have received the returned goods; or

• You provide acceptable evidence that you have sent the goods back,

whichever occurs first where applicable.

Unless otherwise agreed or required, refunds will normally be issued using the same payment method used for the original transaction.

We do not charge a separate refund processing fee.

12. Refunds Under Our Voluntary 30-Day Return Policy

For voluntary returns outside the statutory withdrawal period, we will inspect the returned product after receiving it.

If your return is approved, your refund will normally be processed to the original payment method within 10 business days after approval.

Please remember that banks, card issuers and payment service providers may require additional processing time before the refunded amount appears in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at:

Email: cs@cloud.as
Telephone: 23881199

13. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible.

We will try to assist you. However, once an order has entered processing or has already been dispatched, we may no longer be able to stop or modify the shipment.

Any statutory cancellation or withdrawal rights available to you remain unaffected.

14. Incorrect Delivery Address

Customers are responsible for providing complete and accurate delivery information when placing an order.

If you notice an error in your delivery address, please contact us immediately.

If the order has not yet been dispatched, we may be able to update the address.

Once an order has been shipped, we cannot guarantee that the delivery address can be changed.

Any additional costs resulting from an incorrect address provided by the customer may be the customer's responsibility where permitted by law.

15. Refused or Unclaimed Parcels

If a parcel is refused or remains unclaimed for reasons unrelated to a defective, damaged or incorrect product, please contact us.

Reasonable shipping, return or handling costs actually incurred may be deducted from a voluntary refund where permitted by applicable law.

This provision does not limit any statutory right of withdrawal or other mandatory consumer rights.

16. Proof of Purchase

We may request reasonable proof of purchase before processing a return, exchange or refund.

Acceptable proof may include:

• Order confirmation;

• Order number;

• Purchase receipt;

• Payment confirmation; or

• Other information reasonably sufficient to identify the transaction.

17. Mandatory Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict or replace any mandatory consumer rights available to you under applicable law.

Where this policy conflicts with a mandatory consumer protection requirement, the mandatory legal requirement will apply.

18. Company and Contact Information

For questions concerning returns, refunds, damaged products or your statutory withdrawal rights, please contact us:

Company name: cloud.as
CVR number: 28348371
Responsible person: Carsten Handest Sjørup

Registered address:
Nyhavn 14, 3.
1051 København K
Denmark

Email: cs@cloud.as
Telephone: 23881199