Refund and Returns Policy

At Cloudix™, we stand behind the quality and effectiveness of our products. We want you to feel confident in your purchase, which is why we offer transparent return, refund, and exchange terms designed to protect your purchase while ensuring fair usage.

60-Day Satisfaction Money-Back Guarantee

We want you to experience the life-changing benefits of the Cloudix™ Knee Brace risk-free. You have 60 days from the date of delivery to test and evaluate your device.

If you have used the Cloudix™ Knee Brace consistently and are not satisfied with the results, you may request a return under our 60-Day Money-Back Guarantee subject to the following conditions:

  • The request must be submitted within 60 days of the recorded delivery date.
  • You must provide a valid order number or proof of purchase from our official store.
  • The product must be returned with all original components included in the box (brace, USB-C charging cable, user manual, and original retail packaging).
  • The item must be in good physical condition without signs of customer-induced physical damage, misuse, or unauthorized disassembly.

Note: Returns outside the 60-day window or items showing intentional damage, water damage, or excessive wear beyond standard trial use will not be eligible for a refund.

Defective or Damaged Products (Warranty Exchanges)

Every Cloudix™ Knee Brace is inspected prior to fulfillment. However, if your item arrives damaged in transit or exhibits a manufacturer functional defect:

  1. Contact our support team at [email protected] within 7 days of delivery.
  2. Include your order number, a brief explanation of the problem, and a clear photo or short video showing the defect or damage.
  3. Once verified, we will arrange a complimentary replacement at zero additional cost to you.

Order Cancellations & Modifications

We work with automated fulfillment centers to pack and dispatch orders as quickly as possible.

  • Cancellation Window: Cancellation requests can only be accommodated within 60 minutes of placing your order.
  • If you need to cancel or modify your order, immediately email [email protected] with the subject line “URGENT: Cancellation Request – [Your Order Number]”.
  • Once an order has entered our warehouse processing or shipping queue after the 60-minute window, it cannot be canceled and must be processed as a standard return upon receipt.

How to Initiate a Return

To ensure your return is tracked and processed without delay, please follow this step-by-step procedure:

  1. Request Return Authorization: Email [email protected] with your order number and the reason for your return.
  2. Receive Return Instructions: Our customer support team will review your request within 1 business day and provide you with authorized return address details and an RMA (Return Merchandise Authorization) identifier. Please do not send your item back to the address listed on the shipping label without prior confirmation.
  3. Pack the Item Securely: Repack the Cloudix™ Knee Brace along with all cables, accessories, and original packaging.
  4. Ship via Trackable Mail: Ship the package using a reputable carrier that provides a tracking number. Because we cannot be responsible for lost parcels during return transit, using a trackable shipping method is required.

Return Shipping Costs

  • Standard Returns / Satisfaction Guarantee: Customers are responsible for the postage costs associated with returning the item to our designated return facility. Return shipping fees are non-refundable.
  • Defective or Damaged Items: If your return or exchange is due to a confirmed manufacturing defect or error on our part, Cloudix™ will cover the replacement and associated shipping costs.

Refund Processing Timeline

  1. Inspection: Once your returned parcel is received at our facility, our quality control team will inspect the product within 3 to 5 business days.
  2. Approval Notification: You will receive an automated email confirmation once the inspection is completed and the refund is approved.
  3. Credit Issuance: Upon approval, your refund will be credited directly to your original payment method (credit card, PayPal, or debit card) within 5 to 10 business days, depending on your financial institution’s processing cycles.

Late or Missing Refunds

If you have received confirmation that your refund was processed but do not see the credit in your account:

  1. Check your bank account and credit card transaction statement again to account for pending adjustments.
  2. Contact your credit card company or banking institution; standard posting delays often take several business days to reflect on official statements.
  3. If you have completed these steps and still have not received your funds after 10 business days, please reach out to us at [email protected], and we will investigate the transaction details immediately.