Return Policy

Returns Policy

1. Introduction

At Cloud Thirteen, we are committed to ensuring customer satisfaction with all products purchased from our website. This Returns Policy outlines the process, requirements, and conditions for returning items.

By placing an order with us, you agree to the terms described below.

2. Return Period

Standard products can be returned within 7 days of delivery.
Custom or personalized products are non-returnable unless they are defective.

3. Conditions for Returns

To qualify for a return, items must:

Be unused and in their original packaging
Include all accessories, tags, and documentation
Be in the same condition as received

Items that do not meet these criteria may be refused or subject to partial refund.

4. Damaged or Defective Items

If an item is received damaged or defective, please report it to us within 48 hours of delivery.
We may request photographic evidence of the damage or defect.
We will, at our discretion, provide a replacement, repair, or refund.

5. Returns Process

Contact us via email at admin@cloud13.co.za or telephone at +27870959220 to initiate a return.
Provide your order number and reason for the return.
Follow instructions provided by our team for returning the item.
Once received and inspected, we will process a replacement or refund.

6. Refunds

Refunds will be processed to the original payment method once the return is approved.
Shipping costs are non-refundable unless the return is due to an error on our part or a defective/damaged product.

7. Exchanges

Exchanges are possible for items that are unused and in original packaging.
Contact our team to arrange an exchange.
Any price differences will be adjusted accordingly.

8. Contact Information

For any questions regarding returns, exchanges, or refunds, please contact us at:

Cloud Thirteen
Email: admin@cloud13.co.za
Telephone: +27870959220
Address: 16 Honda Lane, Neave Industrial Park, Neave TSP, Port Elizabeth, South Africa, 6001

Last updated: 7 January 2026