Refund Policy

Return Policy

1. Return Period

You may apply for a return within 30 calendar days from the date of receiving the product (based on the logistics signature record; no returns will be accepted after the deadline).

2. Return Conditions

1. The product is unused, uninstalled, and the original packaging remains intact (including product labels, accessories, instruction manuals, gifts, etc.—none of these items can be missing);
2. The product has no scratches, damage, or stains, and does not affect secondary sales;
3. Returns are only supported for:

• "Product quality issues" (e.g., functional failure, size/style inconsistency with the order, workmanship defects);
• "Damage during logistics transportation".
  You must provide clear photos/videos of the issue as evidence when applying for a return.

3. Shipping Cost Responsibility Rules

(1) Returns Caused by Product Quality Issues or Logistics Damage

• We will bear all round-trip shipping costs;
• After successful return, the full payment will be refunded (including the actual order amount + original shipping fee).

(2) Returns Not Caused by Quality Issues

( e.g., change of personal preference, accidental order placement, no longer needing the product) 

The buyer must cover both the original shipping cost and the return shipping cost (return the product to the designated warehouse; the warehouse address will be provided after return application approval);

• After successful return, only the actual product payment will be refunded (the original order’s shipping fee will not be refunded; specific amount depends on the shipping address).

4. Return Process

1. Application: Contact support@cloudslightings.com, provide the order number, the style/quantity of the product to be returned, the reason for return, and upload relevant evidence (photos/videos);
2. Review: We will review your application within 1-2 business days. After approval, we will send a "return label" or the designated warehouse address;
3. Return Shipment: You must ship the product back to the designated address within 7 business days and inform us of the return logistics tracking number via email;
4. Inspection & Refund: After the warehouse receives the returned product, it will conduct an inspection within 3-5 business days. Once confirmed to meet return conditions, the refund will be completed within 1-3 business days (refund will be returned to the original payment account).

5. Cases Not Eligible for Return

1. Products exceeding the 30-day return period;
2. Products that have been used, installed, or have incomplete packaging/accessories (affecting secondary sales);
3. Customized products (e.g., customized size, color, or other special customizations);
4. Return applications without valid evidence or evidence that cannot prove product quality issues.

About return address:

Please contact our customer service at support@cloudslightings.com to get the return address.

Order Cancellation Policy

1. Prerequisites for Order Cancellation

Cancellation is only supported before the order is shipped. Once the order is dispatched (logistics tracking number generated and showing "shipped" status), cancellation applications will not be accepted—please follow the "Return Policy" process instead.

2. Fee Rules for Order Cancellation

(1) Cancellation Within 24 Hours (Calculated from Successful Order Payment)

• If you submit a cancellation application within 24 hours and the product has not entered the production schedule: No cancellation fee will be charged;
• Full refund (including the actual order amount) will be returned to the original payment account within 1-3 business days.

(2) Cancellation Exceeding 24 Hours but Before Production Arrangement

• If more than 24 hours have passed since payment, but the product is verified to have not entered the production process (no raw material procurement, no production initiation records): A 5% handling fee of the actual order amount will be charged (maximum cap: 200 USD);
• The remaining amount (after deducting the handling fee) will be returned to the original payment account within 1-3 business days.

(3) Cancellation After Production Completion but Before Shipment

• If part or all of the products have been produced (with clear production records, e.g., processed raw materials, completed semi-finished/finished products): The cancellation fee will be the actual material cost based on production completion ratio(specific cost will be calculated by raw material procurement cost and invested production process cost; we will provide a detailed cost breakdown as evidence);
• The remaining amount (after deducting actual material costs) will be returned to the original payment account within 1-3 business days.

(4) Cancellation of Customized Products

The cancellation fee is double the standard of regular products for corresponding scenarios:

• Cancellation within 24 hours: 5% handling fee of the actual order amount (maximum cap: 100 USD);
• Cancellation exceeding 24 hours but before production: 10% handling fee of the actual order amount (maximum cap: 400 USD);
• Cancellation after production completion but before shipment: Double the actual material cost based on production completion ratio;
• Refund for canceled customized products will be returned to the original payment account within 3-5 business days after cost confirmation.

3. Order Cancellation Process

1. Application: Contact support@cloudslightings.com, provide the order number and reason for cancellation;
2. Verification: We will verify the order status (shipped/produced) within 1 business day and inform you of cancellation eligibility and fee details (if applicable) via email;
3. Confirmation: If you agree to the fee deduction rules, reply to the email to confirm—we will initiate the cancellation process. If not, we can negotiate other solutions (e.g., modifying order information, delaying shipment);
4. Refund: After cancellation is completed, the refund (calculated per above rules) will be returned to the original payment account. Specific arrival time is subject to the payment platform’s rules.

4. Cases Not Eligible for Order Cancellation

1. Orders that have been shipped (logistics tracking number shows "dispatched" or "in transit");
2. Customized products that have entered the production process (cancellation is only allowed within 24 hours with doubled fees; no cancellation is supported if more than 24 hours have passed and production has started);
3. Multiple cancellation applications without valid reasons (over 3 times per month) or malicious cancellations affecting normal production schedules.

 Please feel free to contact us by email when you have any questions.