Returns & Refund Policy

CloudKicks is a trading brand of JMW Holdings Group Limited. We want you to love your CloudKicks. If something isn't right, we're here to help.

1. 14-Day Return Window

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your item. To initiate a return, you must contact us within 14 days of delivery at: support@cloudkicks.store. You then have a further 14 days to return the item to us.

2. Eligibility for Returns

To be eligible for a return:

• Items must be unworn and unused
• Items must be in original condition
• Original packaging must be included
• All tags and inserts must be intact

CloudKicks are designed primarily for indoor comfort use. Items showing signs of outdoor wear, damage, or misuse will not be eligible for return unless faulty. We reserve the right to reduce the refund amount if returned items show signs of use beyond reasonable inspection.

3. Return Shipping Costs

For change of mind returns, a fixed return shipping fee of £3.99 will be deducted from your refund. This fee covers the cost of providing a tracked return label. Original shipping charges are non-refundable. If your item is faulty, damaged on arrival, or incorrect, return shipping will be covered by us.

4. Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with:

• Your order number
• Clear photographs of the issue

We will assess the issue and provide a resolution, which may include a replacement or refund.

5. Refund Processing

Once we receive and inspect your return, we will notify you of approval or rejection. If approved:

• Refunds will be issued to the original payment method
• Processing time is typically 5–10 business days

Original outbound shipping costs are non-refundable unless the item is faulty.

6. Exchanges

We do not currently offer direct exchanges. If you would like a different size or colourway, please return your item and place a new order.

7. Non-Returnable Items

We cannot accept returns for:

• Items returned outside the 14-day window
• Worn or used products
• Products without original packaging
• Items marked as final sale or limited drop

8. Policy Abuse & Chargebacks

We reserve the right to investigate suspicious activity, excessive returns, or fraudulent chargebacks. Accounts found abusing our policies may be restricted from future purchases.