Cloura™ Return & Refund Policy

We want you to feel confident in your Cloura™ pieces. Please read the policy carefully before placing your order.

1. Eligibility

• Returns and exchanges are accepted within 7 days of receiving your order for Malaysia orders.
• Returns and exchanges are accepted within 14 days of receiving your order for international orders.
• Items must be unworn, unwashed, unaltered, and in original condition.
• Original packaging must be included.
• Items must be free from makeup stains, deodorant marks, and scent.
• Removable bra pads must be returned together with CloudSoft Rayon pyjamas.

3. Rayon vs Luna Silk

• Rayon (pre-shrunk): You may wash once to check fit. One-time exchange allowed if the other size (XS–S or M–L) is in stock.

• Luna Silk: Must be unworn and unwashed. Exchanges/refunds only allowed if defective.

4. Exchanges

• Free for Malaysia and Singapore orders.

• Customers pay return shipping for change-of-mind exchanges.

• Use registered shipping — lost parcels cannot be replaced or exchanged.

• Exchanges only possible if the requested size (XS–S or M–L) is in stock.

• If size unavailable, a refund will be issued instead.

5. Defective or Incorrect Items

• Contact us within 7 days if your item is defective, damaged, or incorrect.

• We will replace it or issue a full refund.

6. Final Sale Items

• Sale, clearance, or limited drop items cannot be returned or refunded unless defective.

7. Refund Method

• Refunds issued as store credit, or to original payment method for defective items only.

• Refunds appear within 7–14 business days depending on your bank/provider.

8. Policy Rights

• Cloura™ retains the right to reject any exchange or refund request if the conditions above are not met.

• All exchanges and refunds must be requested by the purchaser, and the order number must be provided.

Need help?

• Please email us at help@shopcloura.com for any assistance.