Refund policy
Return & Refund Policy
Effective Date: March 9, 2026
At CloudSleep Pets, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we are here to help.
30-Day Satisfaction Guarantee
We offer a 30-day return window from the date of delivery. To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In the original packaging
- Accompanied by proof of purchase (order confirmation email or order number)
30-Day Calmness Guarantee (CloudSleep Anti-Anxiety Bed only)
The CloudSleep Anti-Anxiety Bed comes with a use-it-at-home trial. If your pet does not seem noticeably more settled and comfortable within 30 days of delivery, contact us at cloudsleeppets@gmail.com with your order number. There is no need to ship the used bed back: donate it to a local animal shelter or rescue and send us a photo of the donation, and we will issue a full refund or a replacement -- your choice. No return shipping is needed. This guarantee applies once per order and only to the CloudSleep Anti-Anxiety Bed; all other products follow the standard return terms above.
Non-Returnable Items
The following items are not eligible for return:
- Items that have been used, washed, or show signs of pet use (hair, stains, odours) -- except the CloudSleep Anti-Anxiety Bed under the 30-Day Calmness Guarantee above
- Items damaged due to misuse or neglect
- Items returned after the 30-day return window
How to Initiate a Return
To start a return, please contact us at cloudsleeppets@gmail.com with:
- Your order number
- Reason for the return
- Photos of the item and packaging (if applicable)
We will review your request and respond within 2 business days with return instructions.
Return Shipping
- Defective or incorrect items: We will provide a prepaid return label or issue a full refund without requiring a return, at our discretion.
- Change of mind: The customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot guarantee receipt of your returned item.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed to your original payment method within 5–10 business days.
- Original shipping costs are non-refundable unless the return is due to our error.
- Refunds are issued in the currency of your original purchase.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the damage. We will offer a full replacement or refund at no additional cost to you.
Exchanges
We do not offer direct exchanges. If you would like a different size or colour, please initiate a return and place a new order.
Late or Missing Refunds
If you have not received your refund within the stated timeframe:
- Check your bank or credit card statement
- Contact your bank or payment provider, as processing times may vary
- If you have done all of this and still have not received your refund, contact us at cloudsleeppets@gmail.com
International Orders
We ship to Canada, the United States, the United Kingdom, and the European Union. Return shipping for international orders is the responsibility of the customer unless the item is defective or incorrect. Customs duties or taxes paid on the original order are non-refundable by CloudSleep Pets.
Contact Us
For any questions about returns or refunds, please contact us at:
Email: cloudsleeppets@gmail.com