Refund policy

Last updated: July 26, 2026

30-day returns

You have 30 days after your order is delivered to request a return.

To be eligible, an item must:

• have been tried on only and not worn beyond a normal fitting;
• be clean, unwashed, unaltered, undamaged, and in resellable condition;
• have its original tags attached; and
• include its original packaging where reasonably possible.

You will also need your order number or other proof of purchase. We inspect returned items before approving a refund. Items showing wear, washing, stains, odours, alteration, customer-caused damage, or other signs that they are no longer resellable may be declined.

Starting a return

Email hello@cloudnineclothing.ca with your order number, the item you want to return, and the reason for the return. If the return is approved, we will provide the correct return address and instructions based on your location.

Do not send a return to an address shown on a shipping label or elsewhere without first receiving return instructions from us. Items returned without authorization may not be accepted.

Return shipping

For an ordinary return, the customer is responsible for return shipping. We strongly recommend using a tracked service and keeping the tracking information until the return is completed.

If a customer-paid return is lost or damaged on its way to us, we will review the available tracking and circumstances case by case. This does not guarantee a refund before the returned item is received and inspected.

If we confirm that an item arrived defective, damaged, or incorrect, Cloud Nine will cover the reasonable return-shipping cost or provide a prepaid return method where a return is required.

Final sale and excluded items

Only products clearly marked “Final sale” at the time of purchase are excluded from ordinary returns. Discounted or sale-priced products remain eligible unless they were clearly marked “Final sale.” Gift cards are final sale and cannot be returned or refunded, except where required by law.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item arrives damaged, defective, or different from what you ordered, contact hello@cloudnineclothing.ca within 2 days of delivery. Include your order number and clear photos of the item, packaging, and shipping box where relevant.

Once the claim is confirmed, you may choose a replacement, subject to availability, or a refund to your original payment method. These rights apply whether or not you purchased Shipping Protection. This reporting request does not limit any mandatory consumer rights that apply to you.

Exchanges

We do not process direct size or colour exchanges. To obtain another item, request a return for the original item and place a new order. This helps make the replacement item available to you sooner and avoids delays caused by changing inventory.

Refunds

We will notify you after we receive and inspect your return. If approved, the eligible product amount will be refunded automatically to your original payment method within 10 business days of approval. Your bank or payment provider may need additional time to post the refund.

We do not charge a restocking fee. Original shipping charges are generally non-refundable unless we expressly approve otherwise, the refund is part of a qualifying Shipping Protection claim, or applicable law requires it. Customer-paid return shipping is not refunded for ordinary returns.

If more than 15 business days have passed since we approved your refund, contact hello@cloudnineclothing.ca.

Shipping Protection

Shipping Protection applies only to qualifying loss, theft, or physical damage during transit. It does not determine eligibility for claims involving manufacturing defects, incorrect items, or mandatory consumer rights.

For an approved Shipping Protection claim, you may choose a replacement, subject to availability, or a refund of the affected product amount and the original shipping charge. The Shipping Protection fee itself is non-refundable after the protected shipment has been dispatched.

Orders without Shipping Protection are not automatically denied. Reports of loss, theft, or transit damage will be reviewed case by case using the tracking information, carrier findings, submitted evidence, and other relevant circumstances.

International returns, duties, and taxes

Customers are responsible for any return-shipping costs, customs documents, duties, taxes, or brokerage charges associated with an ordinary international return. Duties and taxes paid to customs authorities are not refunded by Cloud Nine. You may contact the relevant customs authority to ask whether those amounts can be recovered.

If you are located in the European Union, United Kingdom, or another jurisdiction with mandatory cancellation or return rights, those rights remain available to you and are not reduced by this policy.

Order cancellations

To request a cancellation, email us as soon as possible and before fulfillment begins. We will try to accommodate the request, but cancellation is not guaranteed once processing or fulfillment has started. If the order cannot be cancelled, the applicable return process will apply after delivery.

Contact

Email: hello@cloudnineclothing.ca

Please include your order number in the subject line. We aim to respond within 24 hours.