Customer Policy
Hello and welcome to properloud.cc 👋 Our goal is to make your shopping experience smooth, transparent, and stress-free. Please review the following policies so you know exactly what to expect when ordering from us.
Delivery Information
We aim to dispatch and deliver orders as quickly as possible. However, delivery times are estimates only and may be affected by factors outside our control, including public holidays, courier delays, or service disruptions.
We strongly recommend placing orders in advance during peak periods.
Replacement requests for delayed or missing orders will be considered:
- After 3 business days under normal circumstances
- After 5 business days during holidays, strikes, or peak periods
Missing or Incorrect Items
If you believe an item is missing or incorrect, please follow these steps:
- Record a clear, uninterrupted video of the package being opened.
- Ensure the video clearly shows:
- The shipping label
- The unopened package
- All contents inside
Claims submitted without video evidence cannot be accepted.
Video proof must be shared privately with our support team as instructed.
Lost Orders & Replacements
Orders sent with tracked delivery that are confirmed lost by the courier are eligible for a free replacement.
If tracking shows the order as “delivered,” we must rely on the courier’s confirmation. In such cases, replacements or refunds cannot be issued.
Returns Policy
Due to the nature of our products and for hygiene and privacy reasons, returns are not accepted.
Refund Policy
All sales are final once payment is confirmed.
Refunds are only considered in the following situations:
- A confirmed replacement is approved
- A product arrives damaged or defective
If you receive a faulty product:
- Do not open or use it
- Provide clear photos and details as requested by our support team
Out-of-Stock Items
In rare cases, an item may become unavailable after purchase due to inventory issues. If this occurs:
- Our team will contact you via email
- You may choose an alternative product or another suitable resolution
Please ensure your email address is correct at checkout.
Privacy & Discretion
Your privacy is important to us.
- Orders are shipped in plain, discreet packaging
- No product descriptions or branding appear on the exterior
- Customer information is kept confidential and never sold or shared with third parties, except where required to fulfil your order or comply with applicable UK legal obligations
Need Help?
If your situation is not covered in this policy, please contact our customer support team. We are here to help and will always aim to find a fair and reasonable solution.
Thank you for choosing properloud.cc — we appreciate your trust and support.
