Project Cloud Policies (all channels):

Warranty: 60-day quality guarantee. Will accept claims related to material & workmanship defects.
- If a customer wants to return something between 31-60 days due to any reason other than material & workmanship defects (such as buyers remorse, did not like color/sizing, etc.), agents may grant an exception for them to return their shoes to us at their own expense and send us the tracking number. Once the tracking number shows movement, the agent will issue a full refund.
- If a customer points out an obvious issue, defect, or problem that is clearly the liability of Project Cloud - please give these customers the help & support they desire regardless of the warranty status or how old the order is.
Returns: 30-day satisfaction guarantee. Free returns for 30 days for any reason. Mirror Amazon policy.
Exchanges: Exchanges are allowed within 30 days if customers dislike their color or have troubles with their fit.
- Do not offer exchanges between different styles (e.g. trade in Venita for Hippy)
- Exchanges are dependent on stock availability and cannot be guaranteed.
Refund: Full refunds will be issued for any reason within 30 days and for material & workmanship defects within 60 days.
- Restocking fees up to 50% will be charged if inspection reveals that the customer did not accurately disclose the true reason for return or did not return the product as they described in their return request.
- Refunds will be withheld in cases of fraudulent returns.
Customer Service: All customer cases, inquiries, messages, or emails will be responded to within 2 business days.
Return Shipping: Within 30 days, we will provide prepaid shipping labels for authorized returns. After 30 days, we will not allow physical returns.
- If a customer wants to return something between 31-60 days due to any reason other than material & workmanship defects (such as buyers remorse, did not like color/sizing, etc.), agents may grant an exception for them to return their shoes to us at their own expense and send us the tracking number. Once the tracking number shows movement, the agent will issue a full refund.
Replacements are preferred in all cases if customers will accept, we want all customers to end up with our shoes to wear; not just their money back.
- Replacements will always be issued via Amazon MCF (multi-channel fulfillment) from the available Amazon FBA inventory.
Full refunds are eligible for any reason within 30 days and for proven quality defects only up to 60 days.
Both replacements and refunds are to be issued WITHOUT requiring customers to return the product… Unless all of these criteria are met:
- The COGS value of their order is > $12.00
- The condition of the shoes is brand new and eligible for resale in the original box.