Refund and Returns Policy



We reserve the right not to provide goods or services, terminate membership accounts, remove or edit content or cancel orders (or part thereof) at our sole discretion at any time. Without limiting the operation of any other Terms and Conditions herein, we will not be held liable for loss or damage arising from the exercising of these rights.


If you need to cancel an order, please contact us immediately on instagram @thecloudeconcept or email us at . Our agreement with you only comes into existence once we have both confirmed your order and your payment has been processed. Once we have accepted payment for an order, cancellation of the order is within our sole discretion. Orders that cannot be cancelled will be subject to our terms, conditions and policies relating to Returns and Exchanges.


Please be aware that all our products are freshly baked and packed before you pick up your order on the date of collection. We are not liable or to be held responsible for any delayed / damages / lost packages by your chosen courier.


Please order carefully as we cannot exchange or refund goods due to the perishable nature of the product.

We can only cancel and refund your order if it has not yet been made / shipped. Once your order has been made/ has left our commissary we can no longer process a refund. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your bank, it may take some time before your refund is officially posted.

There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale/Promo items

Only regular priced items may be refunded. Sale/Promo items cannot be refunded.

Email us at: or Dm us on instagram @thecloudeconcept