Cancellation & Exchange Policy

Last Updated: Auguts 15, 2025

We understand that sometimes plans change. Our goal is to make the process of canceling or exchanging an order as straightforward as possible. Please review the guidelines below to see how we can assist you.

1. Order Cancellation & Modifications

You can cancel your order for a full refund or make modifications (e.g., change the size, color, or item) within 12 hours of placing your order.

To request a cancellation or modification, please email us as soon as possible at support@chillycloud.com. Be sure to include your order number and a clear request.

• If your request is within the 12-hour window and your order has not yet entered production, we will cancel it and issue a full refund within 7 days.
• If your order has already been processed or is in production, we are unfortunately unable to cancel or modify it.

2. Shipping Address Updates

If your order has entered production but has not been shipped, you may still be able to change the shipping address.

To update your address, please email us immediately at support@chillycloud.com . We will do our best to process the change before your order leaves our warehouse. Once your order has been shipped, no further changes can be made.

3. Product Exchanges

We only process exchanges for products that are defective, damaged, or incorrect (e.g., you received the wrong item or size).

• To request an exchange, please email us directly at support@chillycloud.com.
• In your email, include your order number, a description of the issue, and a photo or video of the product.
• Once your exchange is approved, we will provide a prepaid return label. We will cover the shipping cost for returning defective or incorrect items..

Need help?

If you have any questions or need assistance with a cancellation, modification, or exchange, please don’t hesitate to contact our team at support@chillycloud.com.