RETURN & REFUND POLICY

Last updated March 11, 2026

Thank you for shopping at Cloudy Things. We want you to be completely satisfied with your purchase. Please read this policy carefully before placing your order.

MADE TO ORDER PRODUCTS
DEFECTIVE OR DAMAGED ITEMS
WRONG ITEM RECEIVED
SIZING ISSUES
HOW TO REQUEST A REFUND OR REPLACEMENT
REFUND PROCESS
NON-RETURNABLE ITEMS
YOUR EU CONSUMER RIGHTS
CONTACT US

1. MADE TO ORDER PRODUCTS

All products sold by Cloudy Things are made to order and printed on demand specifically for you. This means that every product is individually created at the time of your purchase.

Because our products are custom made to order, they are exempt from the standard 14 day right of withdrawal under EU Consumer Rights Directive 2011/83/EU, Article 16(c), which excludes personalised or custom made goods from the right of return.

We therefore do not accept returns or exchanges for the following reasons:

Change of mind or personal preference
Wrong size ordered by the customer
Colour appearance differs from screen to product

We strongly encourage you to check our size guides carefully before placing your order.

2. DEFECTIVE OR DAMAGED ITEMS

We take quality seriously. If your item arrives defective or damaged we will offer you a full refund or free replacement at no extra cost to you.

Defective or damaged items include:

Printing errors (blurry, misaligned or incorrect print)
Manufacturing defects (holes, torn seams, broken stitching)
Items damaged during shipping
Wrong colour or design printed

To be eligible for a refund or replacement for a defective or damaged item you must contact us within 30 days of receiving your order.

3. WRONG ITEM RECEIVED

If you receive the wrong item — wrong design, wrong product type, or wrong size due to our error — we will send you the correct item or issue a full refund at no extra cost to you.

Please contact us within 30 days of receiving your order with your order number and a photo of the item received.

4. SIZING ISSUES

As all our products are made to order we cannot accept returns due to sizing issues if the correct size was printed and shipped. We strongly recommend checking our size guides before placing your order.

However if the item received does not match the size label stated on your order confirmation, this will be treated as a defective item and we will offer a full refund or replacement.

5. HOW TO REQUEST A REFUND OR REPLACEMENT

To request a refund or replacement please contact us at support@cloudythings.art with the following information:

Your full name
Your order number
A clear photo of the defective, damaged or incorrect item
A brief description of the issue

We will review your request and respond within 3 business days.

6. REFUND PROCESS

Once your refund request has been approved:

Refunds will be issued to your original payment method
Refunds will be processed within 14 days of approval
You will receive an email confirmation once your refund has been processed
Depending on your bank or payment provider it may take an additional 3-5 business days for the refund to appear in your account

You do not need to return the defective or damaged item unless specifically requested by us.

7. NON-RETURNABLE ITEMS

The following are not eligible for a return or refund:

Items returned without prior approval from us
Items reported after 30 days of delivery
Items damaged due to misuse, improper care or normal wear and tear
Items returned due to change of mind or wrong size ordered by the customer

8. YOUR EU CONSUMER RIGHTS

As an EU based business we fully respect and comply with EU consumer protection laws including the EU Consumer Rights Directive 2011/83/EU and the Lithuanian Law on Consumer Protection.

While the standard 14 day right of withdrawal does not apply to our made to order products, you are still protected by:

2 year legal guarantee — all products are covered by a 2 year guarantee against manufacturing defects under EU law
Right to remedy — if a product is defective you have the right to a repair, replacement or refund
Protection against unfair commercial practices — we will never mislead you about our products or policies

The European Commission provides an online dispute resolution platform available at https://ec.europa.eu/consumers/odr.

9. CONTACT US

If you have any questions about our Return & Refund Policy please contact us at:

Cloudy Things
Kaunas, Lithuania
Email: support@cloudythings.art
Website: https://cloudythings.art/contact-us/