Refund policy
At Cloudnine Baby Co., we want you to love every item you receive. Please review our return policy before placing your order, especially for personalized items and candles.
14-Day Returns for Non-Personalized Items
We accept returns on eligible non-personalized items within 14 days of the delivery date.
To qualify for a return, the item must be:
- Unused
- Unopened
- In its original packaging
- In the same condition it was received
To start a return, please contact us through our Contact Form with your order number and reason for return. We will respond within 1–2 business days with return instructions.
Customers are responsible for return shipping unless the item arrived damaged, defective, or incorrect.
Non-Returnable Items
The following items are not eligible for return:
- Personalized or custom-made products
- Personalized candles or custom candle favors
- Items that have been used, opened, or removed from original packaging
- Items damaged due to misuse
- Sale or clearance items
- Gift cards, if applicable
Personalized Products
Because personalized products are custom-made for each order, they are final sale and cannot be returned or exchanged.
If you need to cancel a personalized order, please email us within 24 hours of receiving your order confirmation. After this time, your order may already be in production and may not be eligible for cancellation.
Candles
Personalized candles and custom candle favors are final sale and cannot be returned or exchanged.
If your candle order arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery with photos of the issue, including the product and packaging. We will review the issue and make it right at no cost to you if the error was on our end.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 24–48 hours of delivery with your order number and clear photos of the item and packaging.
Once reviewed, we will offer a replacement, store credit, or another solution depending on the issue.
Refunds
Once we receive and inspect an approved return, we will notify you of the refund status. If approved, the refund will be issued to your original payment method.
Please allow your bank or payment provider additional time to process the refund.
Questions
If you have any questions about your order or whether your item qualifies for a return, please contact us through our Contact Form before sending anything back.