Legal

Return & Refund Policy

Last updated: May 2026

Your comfort is the whole point — so every CloudSens order is backed by a risk-free trial and a clear, honest return process.

1. The 5-Night Sleep Trial

Sleep on your CloudSens pillow for up to 5 nights. If it isn't right for you, we'll take it back and refund the product price. No tricky steps, no restocking fees.

2. Eligibility

  • Return requests must be opened within 5 days of the delivery date.
  • The pillow must be in clean, resaleable condition — no stains, odors, tears, or damage caused by misuse.
  • Original packaging and inner cover should be returned with the product where possible.
  • Bundles must be returned in full (all items in the bundle); partial-bundle returns are not accepted.

3. Non-Returnable Items

For hygiene reasons we cannot accept returns on products that show clear signs of heavy use or contamination (stains, strong odors, hair, makeup, etc.). Final-sale items and gift cards are also non-returnable.

4. How to Start a Return

  1. Message us on WhatsApp at +961 3 421 964 or email hello@cloudsens.com within 5 days of delivery.
  2. Include your order number, the reason for return, and one or two photos of the product.
  3. Our team will confirm the return and arrange a pickup with our delivery partner, anywhere in Lebanon.

5. Refunds

Once we receive and inspect the returned product (usually within 2–3 business days of pickup), we'll process your refund:

  • Cash on Delivery orders: refunded in cash via OMT or Whish Money to the name and number on the order.
  • Card / online orders: refunded to the original payment method within 5–10 business days, depending on your bank.
  • Original delivery fees are non-refundable.

6. Exchanges

Want a different product or bundle instead of a refund? Just tell us — we'll arrange the swap and only charge the difference (if any).

7. Damaged or Wrong Item

If your order arrives damaged or you receive the wrong product, contact us within 48 hours of delivery with photos. We'll replace it at no extra cost.

8. Contact

Questions about a return? We're here:

  • WhatsApp: +961 3 421 964
  • Email: hello@cloudsens.com
  • Hours: Mon–Sat, 9am – 6pm