Please read this Return, Refund and Exchange Policy carefully before placing an Order. Items sold by CLOUD LEVELLING SDN. BHD. are generally non-refundable and non-exchangeable, except under the circumstances stated in this Policy.
Definitions
For the purposes of this Return, Refund and Exchange Policy:
- “Company” (referred to as either “the Company”, “We”, “Us” or “Our”) refers to CLOUD LEVELLING SDN. BHD. (202501014697 (1616111-D)).
- “Goods” refers to the items offered for sale on the Service.
- “Orders” means a request by You to purchase Goods from Us.
- “Service” refers to the CLOUD LEVELLING SDN. BHD. website, accessible from cloudlevelling.online.
- “You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
1. Return and Exchange Eligibility
Items sold are not exchangeable or refundable unless one of the following circumstances applies:
- The merchant sent the wrong item;
- The purchased item received does not match the specifications, description, features, or information advertised on the Website;
- The purchased item received is spoiled, damaged, or defective upon delivery; or
- The Order exceeds the delivery timeline stated in the Company’s Shipping Policy.
2. Required Evidence for Refund
For any refund or return request, You are required to provide sufficient evidence for the Company to review and verify the issue.
The following evidence is required:
- A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received;
- A clear video showing the first use of the item, where applicable;
- Relevant photographs;
- Order details; and
- Any other supporting documents or information requested by the Company.
The unboxing video should clearly show the condition of the parcel and its contents from the beginning of the opening process.
3. Submission Period
3.1 All return and refund requests must be submitted to the Company at cloud_levelling@outlook.com within 24 hours of receiving the item.
3.2 Any request submitted after the 24-hour period will not be accepted, subject to applicable law.
3.3 Any request submitted without the required evidence stated in this Policy will also not be accepted.
4. Review and Approval
4.1 All return, refund, and exchange requests are subject to review and approval by the Company.
4.2 The Company may request additional photographs, videos, Order details, or other supporting information where necessary to assess the request.
4.3 Customers must not return any Goods without receiving instructions or approval from the Company.
4.4 If a return, refund, or exchange request is approved, the Company will provide further instructions regarding the applicable process.
5. Refund Processing
5.1 Where a refund is approved, the refund will be processed using the applicable refund method determined by the Company.
5.2 The time required for the refund to be reflected in Your account may depend on the original Payment method and the relevant payment service provider.
6. Contact Us
For any return, refund, or exchange enquiries, please contact Us:
CLOUD LEVELLING SDN. BHD.
Company Registration No.: 202501014697 (1616111-D)
Email: cloud_levelling@outlook.com
Telephone: 011-5790 4964
Customer Service Hours: 9:00 AM – 6:00 PM, Monday – Friday
Address: 1708, TINGKAT 1, JALAN BESAR, KAMPUNG BAHARU 14100 SIMPANG AMPAT, PULAU PINANG, MALAYSIA
Website: cloudlevelling.online
Important: Requests submitted after 24 hours of receiving the item or without the required evidence will not be accepted, subject to applicable law.