Refund policy

Effective date: 16 October 2026

Last updated: 16 October 2026

This Refund Policy applies to purchases made from Norevix Group LLC, doing business as CLOUDELLE ("Cloudelle," "we," "us," or "our") at https://trycloudelle.com. It should be read together with our Terms of Service and Shipping Policy.

Legal entity: Norevix Group LLC
Support: support@trycloudelle.com
Phone: +1 (551) 350-2581
Mailing address: 1209 Mountain Road Pl NE, Ste N, Albuquerque, Bernalillo County, NM 87110, United States

1. Overview

Every Cloudelle mat is checked before dispatch. We accept returns for manufacturing defects reported within 30 days of delivery, once the defect has been verified by our support team as described below. We do not accept returns for change of mind, except where the law gives you a cancellation right (see Section 6).

2. How to report a manufacturing defect

All defect claims must be handled through a Cloudelle support agent. Please do not send any item back without written authorisation from us; unauthorised returns may be refused.

To open a claim, email support@trycloudelle.com within 30 days of delivery with:

  • your order number;
  • the product name, colour, and design;
  • a clear description of the defect; and
  • photos and a short video showing the defect and the product label or packaging.

3. Verification by video call

To protect our customers and our business from false or inaccurate claims, every defect claim is verified before it is approved. After reviewing your photos and video, a support agent will schedule a video call with you, booked 3 to 5 business days in advance, during which you will be asked to show the product and the defect live.

We may also ask for additional photos, videos, or information. A claim is approved only once we have confirmed that the issue is a genuine manufacturing defect. If you cannot attend the scheduled call, we will offer you another date.

4. What is not a manufacturing defect

The following are not treated as manufacturing defects:

  • normal wear and tear from use;
  • damage caused by misuse, accidents, pets, sharp objects, heat, or not following the care instructions;
  • slight differences in colour, shade, texture, or print placement compared with product images, which are mostly representative photos supplied by our manufacturer;
  • temporary creases or folds from packaging, which normally flatten after unpacking; and
  • a change of mind, wrong size or colour chosen by you, or no longer needing the item.

We may refuse any claim that is found to be false, exaggerated, or not supported by the evidence provided.

5. Outcome of an approved defect claim

If we confirm a manufacturing defect, we will offer you store credit for the full amount paid for the defective item, which you can use on any Cloudelle product. If you prefer, you may instead request a replacement or a refund to your original payment method.

If we need the item back, we will send you return instructions. For verified manufacturing defects, we cover the return shipping cost.

6. United Kingdom and EU – statutory 14-day cancellation right

If you are a consumer in the United Kingdom, the European Union, or the EEA, you have a legal right to cancel your order within 14 days of delivery without giving a reason. To cancel, email support@trycloudelle.com within that period and then return the item within 14 days of telling us.

For cancellations, you pay the cost of returning the item. The item must be returned complete and in the condition you received it. We may reduce the refund if the item has been used or handled beyond what is necessary to inspect it.

We will refund the price paid and the standard delivery charge to your original payment method within 14 days of receiving the item back (or proof that you have returned it).

7. Damaged in transit or wrong item

If your parcel arrives damaged or you receive an item you did not order, contact support@trycloudelle.com within 7 days of delivery with photos of the parcel, packaging, and product. Once verified, we will send the correct item or a replacement, or issue store credit or a refund.

8. Exchanges

We do not offer direct exchanges for a different colour, design, or model.

9. Store credit

Store credit is issued to the email address used for the order, is valid on any product in our store, and has no cash value except where the law requires otherwise.

10. Your legal rights

This policy does not affect your statutory rights. If you are a UK consumer, goods must be as described, of satisfactory quality, and fit for purpose under the Consumer Rights Act 2015, and you keep your legal remedies for faulty goods.

11. Chargebacks and disputes

If there is a problem with your order, please contact us first so we can help. We respond to payment disputes with our order, shipping, video-call, and communication records.

12. Changes

We may update this Refund Policy by posting a revised version on this page. The version in effect on the date you placed your order will apply to that order.

13. Contact

Norevix Group LLC (Cloudelle)
Attn: Returns / Customer Support
1209 Mountain Road Pl NE, Ste N
Albuquerque, Bernalillo County, NM 87110
United States
Email: support@trycloudelle.com
Phone: +1 (551) 350-2581