Return, Refund & Exchange Policy

At Cloud Tread, we carefully inspect every product before dispatch. We deliver exclusively within the United Arab Emirates and aim to provide a clear, fair and convenient shopping experience for every customer.

By ordering from cloudtread.ae, you agree to the following cancellation, exchange, return and refund conditions.

Order Cancellation Within 1 Hours

Customers may request an order cancellation within 1 hours of placing the order.

• Contact Cloud Tread immediately and provide your order number.

• Cancellation is possible only if the order has not been processed or dispatched.

• Orders cannot be cancelled after the two-hour cancellation period.

• Once an order has been handed to the delivery team, it will no longer qualify for cancellation.

• Refusing an order at delivery does not automatically qualify the customer for a refund.

If an eligible prepaid order is cancelled, the amount will be returned through the original payment method. Bank or payment-provider processing times may apply.

Exchange Requests Within 2 Days

Customers must request and confirm an exchange within 2 calendar days of receiving the order.

When submitting an exchange request, please provide:

• Your full name

• Order number

• Product name and size

• Reason for requesting the exchange

• Clear photographs or videos of the product

• Preferred replacement product or size

Submitting an exchange request does not guarantee approval. Cloud Tread will review the product’s condition and confirm whether it qualifies.

Conditions for an Eligible Exchange

To qualify for an exchange, the product must be:

• Unworn, unused and unwashed

• Free from stains, odours, scratches or other damage

• Returned in its original box and packaging

• Returned with all labels, tags and accessories attached

• In the same resalable condition in which it was delivered

• Supported by valid proof of purchase from Cloud Tread

Shoes must only be tried on indoors on a clean surface. Products showing sole marks, outdoor wear, heavy creasing, stains or any other signs of use will not be accepted.

Exchange Collection and Replacement Delivery

After an exchange request has been approved, Cloud Tread will arrange collection of the original product from the customer’s UAE delivery address.

Once the returned product has been collected and inspected, the approved replacement will normally be delivered within 2–3 working days.

The exchange period may be affected by:

• Product or size availability

• Customer location

• Courier schedules

• Weekends or UAE public holidays

• Failed collection or delivery attempts

A replacement product will not be dispatched until the original product has been collected and approved.

Size, Colour or Preference Exchange

Customers are responsible for checking the selected product, size, colour and delivery information before placing an order.

If an exchange is requested because of an incorrect size selection, colour preference or change of mind:

• The exchange is subject to product availability.

• Collection and replacement delivery charges may apply.

• Any price difference must be paid before dispatch.

• If the replacement product costs less, the remaining amount may be issued as store credit.

• Original delivery and service charges are non-refundable.

We strongly recommend checking the product description and size guide before confirming an order.

Incorrect, Damaged or Defective Products

Please inspect your order immediately after delivery. If you receive an incorrect, damaged or defective product, contact Cloud Tread within 2 calendar days of receiving it.

Customers must provide clear photographs or videos showing:

• The complete product

• The reported defect or damage

• The original packaging

• The order information

Once the issue has been verified, Cloud Tread may provide:

• A replacement of the same product

• An exchange for another available product

• Store credit

• A refund if a suitable replacement is unavailable

Claims may be rejected if the damage was caused by wear, misuse, incorrect cleaning, accidental damage or improper product care after delivery.

Non-Returnable and Non-Exchangeable Products

The following products will not qualify for return or exchange unless they arrived damaged, defective or incorrect:

• Products worn, used, washed or altered after delivery

• Products without their original box, packaging or tags

• Products damaged after being received by the customer

• Personalised or specially ordered products

• Hygiene-sensitive products that have been opened or used

• Gift cards, free gifts and promotional items

• Products marked as “Final Sale” or “Non-Returnable”

• Requests made after the two-day exchange period

Refund Eligibility

Refunds are not automatically provided for a change of mind, incorrect size selection or personal preference. Eligible requests may instead be resolved through an exchange or store credit.

A refund may be approved when:

• Cloud Tread supplied an incorrect product.

• A product arrived with a verified defect or damage.

• The ordered product is unavailable.

• A suitable replacement cannot be provided.

• An eligible prepaid order was cancelled within two hours and before dispatch.

All returned products must be collected and inspected before a refund can be approved.

Refund Processing

Approved refunds will be processed through the original payment method whenever possible.

For Cash on Delivery orders, an approved refund may be provided through bank transfer, store credit or another method agreed upon with the customer.

Please note:

• Original delivery fees are non-refundable unless the mistake was made by Cloud Tread.

• Exchange collection and re-delivery charges are non-refundable.

• Payment-processing or service charges may be non-refundable.

• Bank or payment-provider processing times are outside Cloud Tread’s control.

• Cloud Tread reserves the right to reject products that do not meet the conditions stated in this policy.

Sale and Promotional Products

Discounted products may be exchanged only when the applicable promotion or product page permits it and the product satisfies all exchange conditions.

Products clearly marked as Final Sale cannot be returned, refunded or exchanged unless Cloud Tread supplied the wrong product or the item arrived with a verified defect.

Failed Collection or Replacement Delivery

Customers must provide an accurate UAE address and ensure that someone is available during the scheduled collection and replacement delivery.

Additional delivery charges may apply when:

• The customer is unavailable.

• An incorrect or incomplete address was provided.

• The customer changes the collection address.

• A confirmed collection or delivery attempt is missed.

Delivery Within the UAE Only

Cloud Tread currently accepts and delivers orders exclusively within the United Arab Emirates, including:

• Dubai

• Abu Dhabi

• Sharjah

• Ajman

• Umm Al Quwain

• Ras Al Khaimah

• Fujairah

Cloud Tread does not currently accept or deliver international orders. This Return, Refund & Exchange Policy applies only to orders placed and delivered within the UAE.

How to Request a Cancellation, Exchange or Refund

To submit a request, contact Cloud Tread customer service using the contact information available on cloudtread.ae.

Please provide your order number and all requested photographs or videos. Requests without sufficient information may take longer to review.

Cloud Tread reserves the right to update this policy when necessary. Any changes will apply from the time the revised policy is published on the website.