Refund and Returns Policy

1. Overview

At Cloud & Cottage, operated by SM Online Group OÜ, we want you to be happy with your purchase. This policy explains how returns, exchanges, and refunds work, and applies to all orders placed through our website (https://cloudandcottage.com), in accordance with EU consumer protection law and the Estonian Law of Obligations Act.

2. Your Return Rights at a Glance

  • You may return most items within 14 calendar days of receiving them, for any reason, without needing to justify why.
  • Some items — such as custom-made or personalized products — cannot be returned, except if faulty or incorrect. See Section 4.
  • Items must generally be returned unused and in their original condition. See Section 3.

3. How to Request a Return

  1. Email us at info@cloudandcottage.com within 14 days of receiving your order, including your order number and the reason for return.
  2. We will confirm your return and provide return instructions and the return address.
  3. Pack the item securely, ideally in its original packaging, and send it back to us.
  4. Once we receive and inspect the item, we will process your refund (see Section 6).

Return address: we will email you the return address.

4. Non-Returnable Items

In line with EU Directive 2011/83/EU and Estonian Law of Obligations Act §53(4), the following items cannot be returned unless faulty or delivered in error:

  • Custom-made or made-to-order items (e.g. custom-cut fabric, made-to-measure bedding, personalized/monogrammed products)
  • Sealed goods that have been unsealed after delivery, where return is unsuitable for health or hygiene reasons
  • Goods that deteriorate or expire quickly

If you're unsure whether your item qualifies for return, contact us at info@cloudandcottage.com before ordering or before returning it.

5. Condition of Returned Items

To be eligible for a return, items should generally be:

  • Unused, unworn, and unwashed
  • In their original condition, with tags/labels attached where applicable
  • In their original packaging, where reasonably possible

We reserve the right to refuse a return or issue a partial refund if the item shows signs of use, damage, or missing components not caused by us.

6. Refunds

  • Once we receive and inspect your returned item, we will notify you by email whether the refund is approved.
  • Approved refunds are issued within 14 days of us receiving the returned goods, using the same payment method used for the original order (via Montonio).
  • The refund includes the item price and, for full-order returns, the standard delivery cost you originally paid. It does not include any express/upgraded shipping cost you may have chosen.
  • Please note your bank or card provider may take a few additional business days to show the refund in your account.

7. Return Shipping Costs

  • Return shipping costs are paid by the customer, unless the item is faulty, damaged, or was sent in error — in which case we cover the return shipping cost.
  • We recommend using a trackable shipping method for returns, as we are not responsible for items lost in transit back to us.

8. Exchanges

If you'd like a different item, return the original for a refund and place a new order.

9. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered:

  1. Contact us at info@cloudandcottage.com within 14 days of delivery, including your order number and photos of the issue.
  2. We will arrange a free return and offer a replacement, repair, or full refund, in accordance with your statutory rights under the Estonian Law of Obligations Act (2-year liability for non-conformity).

10. Order Cancellations

If you wish to cancel an order before it has shipped, contact us as soon as possible at info@cloudandcottage.com. We will do our best to cancel and refund the order if it has not yet been dispatched or gone into production (for custom-made items).

11. International Returns

As we deliver worldwide, customers outside Estonia and the EU are also welcome to return eligible items within 14 days under this policy. Please note that return shipping times and costs from outside the EU may be higher, and we recommend contacting us first to confirm the best return method.

12. Contact Us

If you have any questions about a return, exchange, or refund, reach out to us:

SM Online Group OÜ
Rähni tee 4, Kloogaranna, Estonia
Email: info@cloudandcottage.com
Phone: +372 56807724