Refund policy

RETURN & EXCHANGE POLICY

Last updated: 19 August 2026

At weartheclouds, we want you to be happy with your purchase. If something isn't quite right, we've created a straightforward return and exchange process.

Please read the policy below before requesting a return or exchange.

1. RETURN & EXCHANGE PERIOD

You may request a return or exchange within the same or next day from the date your order is delivered.

To start a return or exchange, please email:

contactus@weartheclouds.com

Please include:

  • Your full name

  • Order number

  • Item(s) you would like to return or exchange

  • Reason for the return or exchange

  • If applicable, clear photos showing any defect, damage, or incorrect item received

Returns or exchanges sent to us without prior approval may not be accepted.

2. RETURN ELIGIBILITY

For a standard return or exchange, the item must:

  • Be unworn and unused

  • Be in its original condition

  • Have all original tags and labels attached

  • Be returned with its original packaging where applicable

  • Show no signs of wear, washing, alteration, damage, staining, odour, misuse or excessive handling

  • Be accompanied by the original order information or other proof of purchase

Customers are welcome to carefully inspect and try on an item to determine whether it is suitable. However, items showing signs of actual use may not be eligible for a standard return or exchange.

weartheclouds reserves the right to inspect all returned items before approving a refund, exchange or store credit.

3. AED30 RETURN & EXCHANGE FEE

For all approved non-defective returns and exchanges, an AED30 return/exchange logistics fee within the UAE will apply per return or exchange request.

This fee contributes towards the collection, transportation, processing and handling of returned merchandise.

For refunds, the AED30 fee will normally be deducted from the amount being refunded.

For exchanges, the customer will be required to pay the AED30 fee before the replacement item is dispatched or as otherwise instructed by our customer service team.

The AED30 charge does not apply where weartheclouds determines that the product:

  • Has a manufacturing defect

  • Arrived damaged

  • Is incorrect

  • Is incomplete

  • Is materially different from the product ordered or its advertised description

In these circumstances, weartheclouds will cover the applicable return or replacement cost.

4. MANUFACTURING DEFECTS

If you believe your product has a manufacturing defect, please contact:

contactus@weartheclouds.com

Please provide your order number and clear photographs or videos showing the issue.

Once we have reviewed the claim, we may arrange, as appropriate, for:

  • A replacement

  • An exchange

  • A refund

  • Store credit

  • Another remedy required under applicable UAE consumer protection laws

Customers will not be charged the AED30 return/exchange fee for an approved manufacturing defect.

Normal wear and tear, accidental damage, improper use, incorrect washing or cleaning, alteration, neglect, or damage caused after delivery is not considered a manufacturing defect.

Nothing in this policy is intended to limit any mandatory rights or remedies available to consumers under applicable UAE law.

5. DAMAGED OR INCORRECT ORDERS

Please inspect your order shortly after receiving it.

If your item arrives damaged, if you receive the wrong item, or if anything is missing from your order, contact:

contactus@weartheclouds.com

Please include your order number and photographs of the item and packaging where appropriate.

Once the issue has been verified, weartheclouds will arrange the appropriate resolution at no additional return or exchange cost to you.

6. EXCHANGES

If you would like a different product, colour, style or other available variation, you may request an exchange within the same or next day return period.

All exchanges are:

  • Subject to product availability

  • Subject to inspection of the returned item

  • Subject to the AED30 exchange fee, unless the exchange is required because of an approved defect or an error by weartheclouds

If the replacement item costs more than the original item, you will be required to pay the difference before it is dispatched.

If the replacement item costs less than the original item, the difference may be refunded to your original payment method or issued as store credit, as agreed with you.

We cannot guarantee that an item requested for exchange will remain available while your return is being processed.

If your requested replacement is unavailable, we may offer you an alternative product, store credit or a refund.

7. REFUNDS

Once your returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, the refund will normally be issued to your original payment method.

For standard non-defective returns:

Refund amount = eligible item value minus AED30 return fee

Any original delivery or shipping charges paid when placing the order are generally non-refundable for a change-of-mind return unless required otherwise by applicable law.

Once a refund has been processed by weartheclouds, your bank, card provider or payment service may require additional time to display the refund in your account. These processing times are outside our control.

8. STORE CREDIT

Instead of receiving a refund to your original payment method, you may choose to receive weartheclouds store credit for an approved return.

For standard non-defective returns, the AED30 return fee will still apply.

For example:

If an eligible returned product originally cost + Delivery AED169, the store credit would ordinarily be:

AED169 - AED30 return fee = AED139 store credit

For an approved manufacturing defect, damaged item, incorrect item or other error attributable to weartheclouds, the AED30 charge will not apply.

Store credit:

  • Can be used towards future purchases from weartheclouds

  • Cannot be exchanged for cash after it has been selected and issued

  • Cannot be transferred or resold unless weartheclouds agrees otherwise

  • Cannot exceed the amount actually paid for the eligible returned merchandise unless weartheclouds specifically provides promotional credit

Once store credit has been issued following the customer's selection of store credit as the return method, it may not be converted into another form of refund unless required by applicable law.

9. ITEMS THAT CANNOT BE RETURNED FOR CHANGE OF MIND

We may not accept standard returns or exchanges for:

  • Items that have been worn or used

  • Washed or cleaned items

  • Altered or customised products

  • Products damaged after delivery

  • Products with missing or removed tags

  • Products showing stains, odours, makeup, perspiration or other signs of wear

  • Items not returned in substantially the same condition in which they were received

  • Gift cards or store credit

  • Items specifically marked Final Sale, Sale or Non-Returnable before purchase, except where the item is defective or where a return is otherwise required under applicable law

The above restrictions do not remove any mandatory rights relating to defective, damaged, incorrect or otherwise non-compliant products.

10. SALE & PROMOTIONAL ITEMS

Unless specifically marked Final Sale or Sale, eligible sale or promotional items may be returned or exchanged in accordance with this policy.

The value used for any refund, exchange or store credit will be based on the actual amount paid by the customer, after discounts or promotional codes were applied.

Promotional codes and discounts themselves have no cash value and will not be refunded.

If a promotion depended on purchasing multiple items or reaching a minimum order value, returning part of the order may affect the customer's eligibility for the original promotion. Any adjustment will be clearly communicated where applicable.

11. RETURN SHIPPING & COLLECTION

Do not send a product back before contacting us and receiving return instructions.

Once your return has been approved, we will provide instructions regarding the return or collection of your item.

For normal returns and exchanges, the applicable AED30 logistics fee will apply.

Where weartheclouds confirms a manufacturing defect, damaged delivery, incorrect product or other error attributable to us, we will arrange the applicable return at no cost to the customer.

weartheclouds is not responsible for items sent independently to an incorrect address or through an unauthorised return method.

12. RETURN INSPECTION

Receiving a returned item does not automatically mean that the return has been approved.

Every returned product may be inspected to ensure that it meets the conditions of this policy.

If an item is returned in a condition that does not qualify for a return, we will contact you.

We reserve the right to refuse a standard return or exchange where there is reasonable evidence that the product has been worn, used, altered, damaged after delivery or otherwise does not meet our return conditions, subject always to applicable consumer protection laws.

13. EXCESSIVE OR ABUSIVE RETURNS

weartheclouds reserves the right to review return activity where there is reasonable evidence of fraud, abuse, intentional damage, repeated use-and-return behaviour, or misuse of the return policy.

This provision will not affect a customer's legitimate rights in relation to defective or non-compliant products.

14. HOW TO REQUEST A RETURN OR EXCHANGE

Email:

contactus@weartheclouds.com

Include:

Subject: Return / Exchange Request – Order #[your order number]

And provide:

  1. Your name

  2. Your order number

  3. The product you wish to return or exchange

  4. Your reason for the request

  5. Whether you prefer:

    • Exchange

    • Refund to original payment method

    • weartheclouds store credit

  6. Photographs or video if your request relates to damage, an incorrect item or a manufacturing defect

Our team will review your request and provide the appropriate next steps.

15. YOUR STATUTORY RIGHTS

This Return & Exchange Policy is intended to provide customers with clear information about how weartheclouds handles returns, exchanges, refunds and store credit.

weartheclouds

Customer Support:
contactus@weartheclouds.com