Refund policy

Faulty, damaged or incorrect products

If your product is faulty, arrives damaged or is different from what you ordered, please contact CloudWash using our contact form. Include your order details and a description of the issue. Photos or video, where appropriate, can help us assess the problem; contact us first for instructions on sharing them.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If a product has a problem covered by the consumer guarantees, we will cover reasonable return shipping costs. Please contact us for return instructions and keep your postage receipt.

Change-of-mind returns

We offer a 30-day return guarantee for unused, unwashed products in their original condition. To request a change-of-mind return, contact us within 30 days of delivery. Please contact us for return instructions before sending your product back.

For an agreed change-of-mind return, the product must be unused, unwashed and in its original condition, preferably in its original packaging. You are responsible for change-of-mind return shipping costs.

These change-of-mind conditions do not restrict your rights for faulty, damaged or incorrect products under Australian Consumer Law. Original packaging is not required to exercise those rights.

How to contact us

Email support@cloudwash.au or use our contact form with your order details. We will explain the next steps and provide return instructions where applicable.