Refund policy

Refund & Return Policy

☁️ All Sales Are Final

At Cloud Gifts, our Lucky Scoops and Mystery Boxes are designed to be a surprise experience! Due to the nature of these products, we do not offer returns, exchanges, or refunds for Change of Mind.

Once a "Lucky Scoop" has been performed (whether filmed for social media or processed for shipping), the contents are final and cannot be swapped or returned because you did not like the specific items received.

📦 Pre-Order Cancellations

For pre-order items, you may request a cancellation for a full refund only if the request is made before the order has been processed or the "Lucky Scoop" has been performed. Once your order enters the fulfillment stage, it can no longer be cancelled.

🛡️ Faulty or Damaged Items

While we do not offer returns for change of mind, we stand by the quality of our gifts. Under Australian Consumer Law, you are entitled to a replacement or refund for a major failure of a product.

• Damaged in Transit: If your item arrives broken or significantly damaged, please email us at [Your Email] within 48 hours of delivery with photos of the damaged item and the packaging.

• Incorrect Item: If we sent you the wrong product (e.g., you ordered a Large Scoop but received a Small), we will rectify this immediately at no cost to you.

🎥 Packing Videos

If you purchased a "Record My Scoop" add-on and we are unable to film your scoop due to technical issues or high volume, we will refund the cost of the video add-on only. The physical product (the scoop itself) remains non-refundable.