Refund policy

We understand this is an emotional purchase. If your littlecloud sanctuary arrives less than perfect, we are here to make it right.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@littlecloudmakes.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@littlecloudmakes.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@littlecloudmakes.com.

We hope you are 100% satisfied with your handmade experience. However, since these items contain personalized elements, please carefully review our policies:

1.Custom and Personalized Items (Strict Policy):
Given the highly personalized nature of hand-engraved nameplates, we cannot accept returns, exchanges, or refunds for custom kits unless the item arrives damaged or defective. (As each nameplate is hand-stamped specifically for your dog, slight letter misalignment and depth variations are hallmarks of handcrafted artistry and do not constitute product defects.) Please understand: nameplates engraved with your dog's unique name cannot be resold.

2. Non-Custom Items:
For all other components, we accept returns within 14 days of delivery.
*   The set must be completely unused, unassembled, and in its original, unopened packaging.
 * Return shipping costs are the responsibility of the buyer.

3. “Oh no!” — Missing or Defective Accessories:
Handcrafting should be fun and easy! If your kit arrives damaged or you find leather/cord accessories missing, don't panic! Email within 7 days of receiving your order with a photo to hello@littlecloudmakes.com, and we'll promptly reship the missing parts free of charge.
How to Initiate a Return or Repair Request:
Simply email your order number to hello@littlecloudmakes.com. Our team will guide you through the entire process within 24 hours.