Help & Support Centre

What is your 7-Day Return Policy?

We offer a strict 7-day return window from the moment the tracking shows "Delivered."

Why do I need to record a video?

To protect both you and our small business, we require a continuous unboxing video (no edits/cuts) for all return claims. This helps us hold our courier partners accountable and ensures you get your refund faster if something is wrong.

How do I submit evidence for a return?

1. Take high-resolution photos of the item and the shipping label.
2. Upload your unboxing video to our Return Portal or WhatsApp it to our support line.
3. Once verified, we'll initiate your choice of a refund or exchange.

Is my data safe with you?

Absolutely. We use AES-256-bit encryption (bank-level security) to process your payments. We never store your card details on our servers.

My payment failed, but money was deducted!

Technology can be glitchy. Usually, banks reverse these "pending" charges within 48 hours. If it doesn't come back, send us a screenshot of the transaction, and we'll help you track it.

How do I know the item will fit?

Check the "Real-Fit Guide" on every product page. We provide exact measurements in inches and centimetres, plus "Model Stats" to help you compare.

Can I change my shipping address after ordering?

You have a 1-hour "Oops" window. If you catch an error in your address, email us immediately. Once the order hits the warehouse (usually after 1 hour), we cannot change the destination.

Where are your products made?

We believe in transparency. All our products are sourced from ethically certified factories that prioritize fair wages.

The item I want is out of stock!

Click the "Notify Me" button on the product page. You'll be the first to know the second it's back in the warehouse.

Do you offer a warranty?

Beyond our 7-day return policy, many items come with a 6-month manufacturer warranty. Check the product description for the "Warranty" badge.

How can I join the Loyalty Club?

Every purchase automatically earns you "Spark Points." Once you hit 500 points, you get a permanent 10% discount on all future orders!

What is a Pre-Order and how does it work?

A Pre-Order lets you reserve a product before it officially launches or restocks. Simply select "Pre-Order" on the product page, complete your payment, and we'll hold your unit. You'll be notified the moment your item ships.

When will I be charged for a Pre-Order?

Your payment is processed at the time of placing the Pre-Order to secure your reservation. This guarantees your unit even if demand exceeds supply.

Can I cancel or modify a Pre-Order?

Yes but only before the item enters fulfilment (typically 48 hours before the estimated dispatch date). After that, our standard 7-day return policy applies once delivered.

What if the Pre-Order is delayed or cancelled by Cloud Mart?

If a pre-order is delayed beyond 30 days from the original estimated date, we will:

• Notify you immediately via email and SMS.
• Give you the option to wait, switch to a similar product, or receive a full refund — no questions asked.

Do Pre-Orders earn Spark Points?

Absolutely! Spark Points are credited to your account at the time of dispatch, not at the time of payment, to ensure the points reflect confirmed orders.

Yes! We work with retailers, resellers, and businesses of all sizes.

How do I apply for a Wholesale Account?

Email wholesale@cloudmartindia.com with your business details, resale channel and estimated monthly quantities.

Minimum Order Quantity (MOQ)

Our standard MOQ is 10 units per SKU.

? GST Invoicing

GST-compliant invoices are issued for all wholesale transactions automatically.

Wholesale Returns

Wholesale orders follow a defect-only return policy. Photographic evidence must be submitted within 48 hours of delivery.

Our auctions feature limited-edition drops, end-of-line stock, sample units, and exclusive collaborations.

How do I place a bid?

1. Log in to your Cloud Mart account.
2. Navigate to the Auctions tab and select a live listing.
3. Enter your maximum bid — our system will auto-bid on your behalf.

Is there a reserve price?

Some auctions have a hidden reserve price. If bidding ends below the reserve, no sale takes place.

What happens if I win?

You have 24 hours to complete payment. Auction wins ship within 2 business days of payment confirmation.

Can I retract or cancel my bid?

Bids are binding commitments. Retractions are only permitted in exceptional circumstances. Repeated retractions may result in suspension of privileges.

Are auction items covered by the return policy?

Auction items are covered only if the item significantly differs from its listing description. "As-is" items are sold without a return option.

Do auction wins earn Spark Points?

Yes! You earn Spark Points on the final hammer price of your winning bid, just like a regular purchase.