Returns & Refunds Policy

Last updated: 14 October 2026

KLOUD ESSENCE is operated by Cerys Jade, a sole trader trading as KLOUD ESSENCE.

If you have a question about your order or would like to arrange a return, contact support@kloudessence.com.

1. Your right to cancel

For an eligible online purchase, you have the right to cancel without giving a reason.

Please notify us within 14 calendar days after the day you receive your goods. If products from one order arrive in separate deliveries, the cancellation period normally begins after the final item arrives.

To cancel, email support@kloudessence.com with a clear statement that you wish to cancel. Include your name and order number if available. You may use the cancellation form below, but this is optional.

You can also cancel before delivery. If preparation or dispatch has already started, we may be unable to stop the parcel, but this does not remove any applicable statutory cancellation right.

2. How to return your order

After notifying us of cancellation, you must send the goods back within a further 14 calendar days.

Please contact us for practical return instructions before posting your parcel. This does not mean you need our approval to exercise a valid statutory cancellation.

Returns address:

KLOUD ESSENCE
Unit 153853
PO Box 7169
Poole
Dorset
BH15 9EL
United Kingdom

Please include your order number or sufficient information to identify your purchase.

Do not send returns directly to our manufacturer or to another address printed on the delivery packaging unless we specifically instruct you to do so.

3. Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods.

Please package products securely and retain proof of posting. A tracked service can help you monitor the return.

If an item is faulty, damaged, incorrectly supplied or not as described, we will cover reasonable return costs. Contact us so we can explain the appropriate arrangements.

4. Sealed cosmetics and hygiene

The change-of-mind cancellation right does not apply to goods that:

• Were supplied sealed;

• Are genuinely unsuitable for return for health protection or hygiene reasons; and

• Have been unsealed after delivery.

This exception applies only where those conditions are met. Opening the outer delivery box does not itself break a product’s hygiene seal.

Please leave any product hygiene seal intact if you may wish to return the item because you have changed your mind.

Your rights concerning faulty, damaged, unsafe or misdescribed goods are unaffected by this exception.

5. Inspecting and handling products

You may inspect eligible goods as you reasonably could in a shop.

If handling beyond what is necessary to establish a product’s nature, characteristics and functioning reduces its value, we may make a lawful deduction reflecting that reduction. We will explain any deduction.

We do not charge a blanket restocking fee.

Please return original packaging where reasonably possible. Missing packaging alone does not automatically remove your statutory cancellation right.

6. Refunds following cancellation

If your goods have not been dispatched, we will refund you within 14 days of receiving your cancellation notice.

For goods already dispatched, we will issue the refund without undue delay and within 14 days after receiving the returned goods or evidence that you have sent them back, whichever happens first. We may withhold the refund until that point unless we have offered to collect the goods.

If we have offered to collect the goods, we will refund you within 14 days of receiving your cancellation notice.

When you cancel the whole order, we also refund the cost of our least expensive standard delivery option. Additional charges for a premium delivery service are not refundable under the change-of-mind cancellation right.

For partial returns, we refund any delivery charges required by law.

Refunds are made to your original payment method unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit instead of a refund to which you are legally entitled.

Your bank or payment provider may take additional time to display the credit.

7. Faulty, damaged or incorrect products

Your products must meet the legal standards for quality, fitness for purpose and description.

If something is wrong, email support@kloudessence.com with:

• Your name and order number, if available;

• The product concerned;

• A description of the issue; and

• Photographs and the batch number, where available.

Photographs can help us investigate, but being unable to provide one does not automatically prevent a claim.

You normally have a short-term right to reject faulty goods within 30 days after delivery. Your rights do not end after this period: you may still be entitled to a repair or replacement and, in qualifying circumstances, a price reduction or refund.

Where a refund is due under your faulty-goods rights, we will issue it without undue delay and within 14 days of agreeing that you are entitled to it.

KLOUD ESSENCE will handle your claim. You do not need to pursue our manufacturer or fulfilment provider directly.

Please report problems promptly so we can investigate. This request does not impose an additional deadline on your statutory rights.

8. Discounted products and bundles

Sale items and products bought using a discount have the same statutory rights as full-price items.

Refunds reflect the amount actually paid for the returned item. Where a discount is allocated across several products, the refund reflects the discounted amount allocated to that item.

Under our routine multi-item offers, we will not retrospectively increase the price of products you keep.

9. Exchanges

If you would prefer a different product, contact us.

For a change-of-mind exchange, we may arrange a return and a separate new order, subject to the return conditions above.

This does not replace your statutory right to a replacement where applicable.

10. Product sensitivities and safety concerns

If you experience an unwanted reaction, stop using the product and contact us with its name, batch number and details of the concern.

Please retain the product and packaging where reasonably possible so the issue can be investigated.

We assess product concerns individually. An individual sensitivity does not automatically establish a product fault, and your statutory rights remain unaffected.

Please do not send medical records or unnecessary sensitive information.

11. Optional cancellation form

You may copy the following wording into an email or send it by post:

To: Cerys Jade, trading as KLOUD ESSENCE
Email: support@kloudessence.com
Postal address: Unit 153853, PO Box 7169, Poole, Dorset, BH15 9EL, United Kingdom

Please cancel my purchase of the following goods:

Products and quantities:
Order number, if available:
Date ordered:
Date received:
Customer name:
Customer address:
Date of this notice:
Signature, only if submitting a paper form:

Nothing in this policy excludes or restricts your statutory consumer rights.