Returns must be UNUSED with the ORIGINAL TAGS attached, in the ORIGINAL BAG and in a resalable condition. Our full returns policy outlined is below.
What if I need to send something back for exchange or refund?
It's not a problem, if you are not completely satisfied with your purchase it can be exchanged or the cost of the item(s) refunded. (Please note refunds are made back to the original card the transaction was made with).
All purchases on hardcloud.com are covered by a 14 day exchange or refund guarantee. Basically if you don't dig it, or you need to swap it please follow the process below.
Please contact us by telephone on +44 (0)1634 731307 or email firstname.lastname@example.org to let us know if you would like an exchange or refund. In all return correspondence please quote your - Order ID/Order number, the items you wish to return (size, quantity etc), and reason(exchange or refund). However if you receive an incorrect item, a faulty item or experience any issue with your order whatsoever please feel free to contact us by e-mail or telephone and we will be more than happy to help. Our telephone number is +44 (0)1634 731307.
Please send returns to:
Unit 11 Riverside
Sir Thomas Longley Road
Medway City Estate
For return enquiries please e-mail email@example.com.
You can return your order, to the address above, within 14 days of the date you receive your order. Returns older than 14 days will not be accepted, unless agreed by Hardcloud in advance.
You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method, which requires a signature upon delivery.
Products must be returned in their original condition including tags & packaging. If goods are not returned in the condition in which you received them we reserve the right to refuse such returns or exchanges. (Examples - dog hair, makeup, smoke smell etc).
We will refund you any money you have paid us for the product(s) being returned, or provide you with a same cost alternative if required. If yuo paid for postage, the original postage cost is not refundable under normal circumstances. All you pay for is the return postage of the goods.
If you return an item to us that is faulty we will pay for the cost of the return postage. Please contact us for more information.
Non-refundable items - Please note hardcloud.com does not accept / allow refunds or exchanges on underwear (e.g. boxer shorts, pants) for hygiene reasons, so please select your size carefully.
Upon receiving your returned items we will make any appropriate refunds to the card used to make the order. If an exchange was request then it will be packed and despatched by standard delivery. If additional payments are required, you can include a chequefor the additional sum with your return items or you will be contacted by our customer services team to take your payment.
How long does it take to process my refund?
All refunds should take no more than 5 working days from when your item(s) arrives back to Hardcloud. Please allow for a further 5 days for the refund to show up in your bank account as this may vary.
How long does it take to process my exchange?
All exchanges should take no more than 5 working days from when your item(s) arrives back to Hardcloud. We will then post the exchange(s) back out to you which will take 3-5 working days to deliver. If you need an exchange quickly, we recommend placing a new order for the product online, so it is shipped instantly, and then requesting a refund for the item being sent back.
What do I do if I’ve received an item which is incorrect or damaged?
If you receive an incorrect or damaged item in your order please contact Customer Services on +44 (0)1634 731307 or by email at firstname.lastname@example.org as soon as possible. Rest assured that this is a rare occurrence and we will rectify the problem quickly and to the best of our ability.