Refund policy
Last updated: September 1, 2026
30-Day Happiness Guarantee
Cloud Cake Cotton Candy LLC stands behind The Cloud Cake products. If you are not satisfied with your first qualifying order placed directly at thecloudcake.com, contact us within 30 calendar days after delivery. After reviewing the request, we will provide either a replacement of the affected paid product or a refund of its eligible purchase price, at our option.
Eligibility
The guarantee is limited to the first qualifying direct-to-consumer order for a new customer and one approved guarantee claim per customer, household, payment method, or delivery address. To request help, email support@thecloudcake.com with your order number and a brief explanation. We may request photographs of the product, shipping box, label, or packing materials and other information reasonably needed to verify the claim.
For an item that arrived damaged, was materially deflated beyond normal settling, or was incorrect or incomplete, contact us within 7 calendar days after delivery and include clear photos. This shorter notice period helps us verify carrier or fulfillment issues involving a perishable product.
No ordinary returns
Because Cloud Cakes are perishable food products, we do not accept ordinary returns or exchanges. Do not mail a product back unless we specifically authorize it in writing. We may require an unopened product or related packaging to be returned or made available before issuing a replacement or refund.
What is not covered
Unless required by law, the guarantee does not cover:
- repeat, renewal, or additional orders after a customer's first qualifying order;
- more than one claim associated with the same customer, household, payment method, or delivery address;
- gift cards, complimentary items, free promotional items, samples, or items not purchased directly from thecloudcake.com;
- resale, bulk, or business orders that we did not expressly approve for guarantee coverage in writing;
- normal settling, minor visual variation, or a preference about a correctly described flavor, color, design, or texture;
- damage caused after delivery, including improper storage, heat, humidity, exposure to air, or handling by the recipient;
- an inaccurate or incomplete address, refusal or failure to accept delivery, theft after a supported delivery scan, or a package returned as undeliverable;
- arrival after a personal event when the order arrived within the estimate shown at checkout or the customer did not allow a reasonable buffer for processing and carrier delays; or
- fraud, misrepresentation, excessive claims, chargeback abuse, or other misuse of this policy.
Refund amount and timing
An approved refund is sent to the original payment method. Unless the issue was our confirmed error or applicable law requires otherwise, original shipping charges, expedited-shipping charges, shipping-protection charges, duties, and similar fees are not refundable. Any legally refundable tax will be handled as required. Discounts are allocated proportionally across items, and free or bonus items have no cash value.
We normally issue an approved refund within 5 business days. Your bank or card issuer may need an additional 5–10 business days to post it.
Other legal rights
This policy does not limit any non-waivable rights or remedies available under applicable law.