Governing Law and Jurisdiction
This policy is issued by CloudRest, a sole trader business registered and operating in Queensland, Australia. The provisions below are constructed in accordance with the Australian Consumer Law (ACL) and the applicable laws of the Commonwealth of Australia, with explicit accommodations made for non-excludable consumer rights in New Zealand, the United Kingdom, the European Union, and North America.
1. The CloudRest 30 Day Satisfaction Guarantee
If you are not completely satisfied with your purchase, you may request a return within 30 calendar days of the delivery date as confirmed by your tracking information.
To be eligible, the item must be returned unused and in its original condition, with all original packaging, protective bags, branded inserts, and any accompanying accessories included. For hygiene reasons, used items are only eligible for return where the product is faulty, not as described, or otherwise covered under the Australian Consumer Law or applicable local consumer legislation. Return shipping costs for change of mind returns are the sole responsibility of the customer. Original shipping charges paid at checkout are non-refundable. Where applicable, a restocking and processing fee may be deducted from your refund to cover warehouse handling costs incurred upon receipt of the returned item. You will be advised of any applicable fees at the time your return is authorised, before you are required to ship the item back.
2. Hygiene and Condition Requirements
Pillows and bedding accessories are intimate products subject to strict hygiene standards. CloudRest reserves the right to reject any return that does not meet the following requirements.
Items will not be accepted for return under any circumstances if they present with mould, stains, bodily fluids, dirt, strong odours including tobacco smoke or heavy perfume, animal hair, or evidence of pest infestation. Items deemed unsanitary or severely damaged upon inspection will be safely disposed of and no refund will be issued.
3. How to Start a Return
Contact us through our Contact Us page and fill out all applicable fields including your order number and the reason for your return. We will respond within 1 to 2 business days with a Return Merchandise Authorisation number and return instructions. Please do not send any item back before receiving authorisation, as unauthorised returns may not be processed.
Once authorised, securely package the item and return it using a trackable courier service. CloudRest accepts no responsibility for return parcels lost or damaged in transit back to us.
Upon receipt and successful inspection, your refund will be processed to your original payment method within 3 to 5 business days. Please allow additional time for your bank or card provider to clear the funds. If your purchase was made through a Buy Now Pay Later provider, your repayment schedule with that provider will be adjusted following the refund.
4. Faulty, Damaged, or Incorrect Items
Your statutory rights are separate from and unaffected by the 30 Day Satisfaction Guarantee above.
For Australian consumers, goods sold by CloudRest come with guarantees that cannot be excluded under the Australian Consumer Law. If a product fails to meet those guarantees, your remedy depends on the nature of the failure.
For a major failure, meaning the product is fundamentally unsafe, significantly different from its description, or has a defect that would have deterred a reasonable person from buying it, you are entitled to choose between a full refund or a replacement. CloudRest will cover all return shipping costs in this case.
For a minor failure, meaning a flaw that does not render the product unfit for its primary use, CloudRest retains the right to choose the remedy, which may include repair, replacement, or refund.
If your item arrives damaged or is not as described, please contact us through our Contact Us page within 7 days of delivery with photos of the issue so we can resolve it promptly.
5. New Zealand Consumers
In accordance with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, New Zealand consumers hold statutory rights that cannot be excluded by any clause in this policy. If a product fails to meet the guarantees of acceptable quality, fitness for purpose, or match of description under the CGA, you are entitled to a remedy. Where the failure is of a substantial character, you may reject the goods and seek a full refund or replacement. Nothing in this policy limits those rights.
6. United Kingdom and European Union Consumers
Consumers in the UK and EU are entitled to a 14 day right of withdrawal from the date of delivery, allowing cancellation of an order for any reason within that period.
However, under Article 16 of the EU Consumer Rights Directive and the equivalent UK provision, the right of withdrawal does not apply to sealed goods that are not suitable for return for hygiene or health protection reasons once unsealed after delivery. Because pillows are classified as intimate hygiene products, the 14 day withdrawal right is extinguished once the original hygiene packaging has been opened. If the packaging remains fully sealed, you may exercise your withdrawal right, but you are responsible for the cost of returning the item to our Australian processing facility.
7. United States and Canadian Consumers
Returns from the United States and Canada are processed under the standard 30 Day Satisfaction Guarantee, subject to any non-excludable state or provincial consumer protection laws including the Quebec Consumer Protection Act. Customers are responsible for all international return postage to our Australian processing facility for change of mind returns. Trackable postage is strongly recommended as customs clearance can extend processing timelines.
8. Free Gift Returns
If your order included a complimentary gift as part of a promotion and you are returning the qualifying item, the free gift must also be returned unused and in its original sealed condition. If the free gift is not returned, its retail value will be deducted from your refund.
9. Your Consumer Rights
Nothing in this policy limits any rights you hold under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other non-excludable statutory guarantee applicable in your jurisdiction. Our products come with guarantees that cannot be excluded by law.