Refund and return policy

Last updated: 2025-11-21

This Refund & Return Policy (“Policy”) is issued by Logicsun Sas di Martina Chiggio & C,
Via del Giglio 27, 47841 Cattolica (RN) – Italy
VAT No. 04045410406
Email: support@cloudmouse.co
Website: https://cloudmouse.co

This Policy describes how Cloudmouse handles refunds and returns for purchases made through the Cloudmouse Online Shop.
It must be read together with our Terms and Conditions of Use and Sale and our Shipping Policy.

1. Return Period

Our return period lasts 30 days from the date you received your order.
If more than 30 days have passed since delivery, we unfortunately cannot offer a refund or exchange, except where required by law.

2. Eligibility for Returns

To qualify for a return:
    • The item must be unused, in the same condition as received, and in its original, sealed packaging.
    • The factory seal and all accessories must be intact.
    • A receipt or proof of purchase is required.
Do not return any product without first contacting us and receiving authorization via email at support@cloudmouse.co.
Unauthorized returns will not be accepted.

3. Partial Refunds (when applicable)

Only partial refunds may be granted on a case-by-case basis if:
    • The item is not in its original condition, is damaged, or has missing parts not caused by our error;
    • The item is returned more than 30 days after delivery but still accepted at our discretion.

4. Refund Process

Once your returned item is received and inspected, we will notify you by email that we have received it and inform you whether your refund is approved or rejected.
    • Refunds are issued only for orders that have been shipped and subsequently returned.
    • Orders not yet shipped cannot be canceled or refunded.
    • If approved, your refund will be processed within 14 days of acceptance, and a credit will be applied automatically to your original payment method.
    • The time for funds to appear depends on your bank or payment provider.

5. Late or Missing Refunds

If you have not received your refund:
    1. Check your bank account again.
    2. Contact your credit-card company; posting delays are possible.
    3. Contact your bank—there is often processing time before a refund appears.
If you have done all of the above and still have not received your refund, please contact us at support@cloudmouse.co.

6. Sale Items

Only regular-priced products are eligible for refunds.
Items purchased at a discount or on sale are non-refundable, unless defective or non-conforming under consumer-law guarantees.

7. Exchanges

We replace items only if they are defective or damaged.
If you need to exchange a product for the same model, contact us at support@cloudmouse.co to receive further instructions.
Exchanges are subject to product availability.

8. Return Shipping

To return a product:
    • Contact support@cloudmouse.co to obtain return authorization and detailed instructions.
    • You are responsible for return-shipping costs.
    • Shipping fees are non-refundable; if you receive a refund, the original shipping cost will be deducted.
    • Depending on your location, delivery times for exchanged items may vary.
    • For any return valued over 100 EUR/USD, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of untracked returns.

9. Damaged or Defective Items

If you receive a damaged or defective item, notify us immediately at support@cloudmouse.co with photos of the issue and your order number.
We will evaluate the claim and arrange a replacement, repair, or refund in accordance with EU consumer law.

10. Legal Right of Withdrawal (for EU Consumers)

EU Consumers retain their statutory 14-day right of withdrawal under the Consumer Code (D.Lgs. 206/2005).
That legal right applies in addition to, not instead of, this Policy’s 30-day return window.
Full details are provided in our Terms and Conditions of Sale.

11. Contact Information

Logicsun Sas di Martina Chiggio & C
Via del Giglio 27
47841 Cattolica (RN) – Italy
VAT No. 04045410406
Email: support@cloudmouse.co
Website: https://cloudmouse.co