Returns and refunds

Returns & Refunds

All doll orders are non-refundable. These are paid in full to the manufacturer, who maintains a strict zero-refund policy.
Refunds for other products (where approved) will only be issued in the form of a store credit voucher, at the discretion of Cloud Climax, and only if we are able to resell the item.
Each refund request will be reviewed individually and must comply with company policies and procedures.
By placing an order, you confirm that you have read, understood, and agreed to these terms.
Refunds are not available for 12-month credit agreement payment plans with PayItMonthly, as these are binding contracts.

All doll sales are final. We have a strict no-returns and no-refunds policy for dolls.
Due to the nature of the products, consumers agree they do not have the right to cancel once an order is placed. After production has begun, cancellations are not permitted.
At checkout, you confirm acceptance of these terms by ticking the “accept terms and conditions” box.
We will not issue refunds for customers who change their mind at any stage of the process.
Manufacturers have strict contractual no-refund rules, which we are obliged to follow.

Under Section 28(3)(a):

Cancellation rights do not apply to sealed goods that are unsuitable for return for health or hygiene reasons, if they have been unsealed after delivery.

Under Section 28(1)(b):

Cancellation rights do not apply to goods that are made to the consumer’s specification or clearly personalised.

Doll orders usually take 6–12 weeks depending on the manufacturer.
Delivery timescales will be confirmed by email after your order. Current manufacturing times are updated regularly in our News section.
Delays may occur due to festivals, holidays, shipping, or manufacturer backlogs. Cloud Enterprises Limited is not responsible for these delays.
We will keep you updated by email or via our News section if delays affect your order.
Some manufacturers take longer than others, and timescales are noted on each product page.
No cancellations will be accepted due to timescale delays. Our full cancellation policy applies.

If you suspect a manufacturing fault, email [email protected] with photographs and written details.
Cloud Climax will liaise with the manufacturer, who will decide the outcome. Remedies may include repair or replacement. Refunds are not offered.
Reports made within 6 months of delivery will be treated as potential defects. Reports after 6 months require evidence that the fault existed at the time of delivery.
Reports after 12 months must include independent proof of the original fault. Claims related to long-term use will not be accepted.
Normal wear and tear (e.g. joint loosening, stretching, friction marks, surface changes, material fatigue) is not considered a defect.
Cloud Climax reserves the right to reject claims related to misuse, wear, or ageing.

Due to the intimate nature of dolls, robots, and other realistic products:

Items are not covered for wear and tear from normal or intensive use.
Damage caused by repeated physical contact, pressure, or stress is not classed as a manufacturing fault.
Surface marks, joint loosening, or stretching of openings may occur naturally and are not faults.
Unless specifically stated on a product page, no warranty is included or implied.

Cloud Climax acts as a retailer, not a manufacturer. Responsibility for quality, functionality, or warranty rests with the original manufacturer.
We will support customers in liaising with manufacturers, but we are not responsible for warranty failures.

Unwanted items can be returned or exchanged within 14 days of delivery.
Products must be unopened, unused, and unworn.
Returned items are inspected on arrival. Processing may take 7–14 days, and refunds can take a further 7–14 days after processing.

Faulty sex toys or lingerie may be replaced or exchanged within 30 days of purchase unless otherwise stated.

Due to the bespoke nature of the product, RealCock2 phalluses are not eligible for return, unless deemed faulty.

Contact us by email or phone to request a returns number and a returns slip.
Print the slip and include it with your parcel.
Send the item to the warehouse address provided (not the registered office).
Obtain a free certificate of posting from the Post Office and keep it. We recommend recorded delivery.

Please note:

Returns without a valid number will not be processed.
Cloud Climax does not cover return shipping costs.
Returns sent to the registered office will not be processed.
If items are returned in an unsanitary, opened, or used condition, refunds will be refused and the product returned to you.
If you do not follow the returns protocol, any extra costs incurred may be deducted from your refund.

Unless specified on the product page, no products include a warranty.
Some items may have a manufacturer’s guarantee; this will be clearly stated where applicable.
Cloud Climax and Cloud Enterprises Limited do not provide or imply any warranty beyond UK consumer law.