Return & Refund Policy
This policy governs all garment purchases made through Cloudbqbus online apparel store, outlining the rules for product return, exchange and monetary reimbursement.
Return Circumstances
Incorrect Item Delivered
If you receive clothing items that differ from your confirmed purchase order (wrong style, colour or size), notify our customer service team via support@cloudbqbus.com within 48 hours upon parcel receipt. You need to supply clear photographs of outer packaging and the received garments. Once our team confirms fulfilment error on our side, we will arrange a prepaid return shipping label. You may opt for a replacement garment or a full refund of product value.
Voluntary Return (Change of Mind)
You may submit a return request simply because the clothing does not meet your expectation. All returned apparel must remain unworn, unwashed, free of stains, smells and damages. Original tags, labels and full packaging have to be intact. For voluntary returns, all shipping charges for sending items back will be borne by you. Cloudbqbus will not be liable for packages lost during return transit. We highly recommend purchasing shipping insurance for returned parcels.
Refund Scenarios
Lost Shipment Before Delivery
If courier tracking records confirm your package gets lost before successful handover to you, please send a claim email to our support inbox. We will coordinate a formal investigation with the logistics carrier. Once the courier officially verifies package loss, you can choose full refund or re-delivery of your clothing order.
Damaged Goods On Arrival
If clothes arrive with manufacturing defects, tearing, printing flaws or other damage, capture photos or videos showing the defects plus original package, then contact us within 48 hours after receiving your parcel. After inspection and approval, you can select replacement or full refund for damaged goods.
Exchange Requests
If you want to swap purchased clothing for another size, colour or alternative design, submit your exchange request by email. The original product must satisfy all return eligibility criteria. If the new selected item has a different price tag, price difference will be settled by supplementary payment or partial refund. If exchange request is not caused by our fulfilment mistake, you are responsible for both outbound and return shipping fees.
Return Eligibility Criteria
- Return applications need to be raised within 14 calendar days from parcel delivery date.
- Apparel items cannot be washed, worn, stained, altered, cut or damaged. All hang tags, brand labels and original packaging must be kept complete.
- Returned goods have to stay in resaleable, unused condition.
Non-Returnable Merchandise
- Custom printed, personalised and made-to-order clothing pieces
- Merchandise marked “Final Sale / Clearance”
- Items with visible wear marks, washing stains, self-modification or damage created after delivery
- Products returned without complete hangtags, brand labels or original packaging
- Underwear, swimwear and hosiery (hygiene-sensitive goods, not eligible for voluntary returns)
Exchange Terms
Exchange availability depends on real-time inventory stock. If your requested replacement size or style runs out after we receive your returned goods, we will process a full refund instead. Once our warehouse receives and inspects returned items, exchange handling normally takes 7–10 working days.
Step-by-Step Return Procedure
- Email our support team at support@cloudbqbus.com, provide your order ID, describe your issue and attach relevant photo evidence.
- Wait for customer service review and official return authorisation. Any parcel sent back without prior approval will be rejected and not processed.
- Securely repack your apparel and write your authorised return reference number on package exterior.
- Ship out the parcel and share return tracking number to our team.
- After warehouse receipt and product inspection, we complete your refund or exchange arrangement.