At Cloak, customer satisfaction is our top priority. We ensure your orders are packed and shipped with the utmost care. However, we understand that issues beyond our control may occasionally arise, and a package may not reach you in the desired condition.

Refund Policy

We are happy to offer a refund for any product that is unused, undamaged, unopened, and retains its original label and receipt, within 3 days from the date of delivery. Please note that discounted, promotional, or used products do not qualify for a return or refund.

In the rare event that a product you receive is damaged, tampered with, or different from what you ordered, you may request a return. To process a return, ensure that:

  • The product is unused and in the same condition as delivered.
  • The product is in its original packaging and accompanied by the receipt/invoice.
  • You provide an unboxing video in cases of missing or incorrect orders.

To initiate a return request, please contact us via:

  • Email: support@cloakcare.com
  • Call/WhatsApp: +91 9084225976

Our team will respond within 24-48 working hours to guide you through the return process.

Note: Any damage complaints made after 3 days of delivery will not be accepted. Once the return is approved, the product must be shipped to the address provided by Cloak. Customers are responsible for return shipping unless otherwise specified.

Exchange & Replacement Policy

We accept exchanges for products returned in sealed and saleable condition with the original receipt/invoice intact, subject to the following terms:

  • The return request will be validated by Cloak’s team before approval.
  • Products damaged due to neglect, improper usage, or incorrect application are not eligible for exchange.
  • Products that cause skin sensitivity are not eligible for refund or exchange. We recommend performing a patch test before use and carefully reviewing the ingredients and skin type recommendations.

Claims for missing, incomplete, or damaged products must be reported to customer service within 24-72 hours of delivery.

Replacements will be shipped only after the return has been validated by our team. Cloak reserves the right to refuse any exchange or return if the criteria mentioned above are not met.

Refund Process

Refunds will be processed for items returned in their original state, with packaging and receipts intact. Delivery fees are non-refundable. Refunds will be processed within 15 business days once the returned item is received at our warehouse.

Refund methods:

  • Card Payments: Refunds will be credited to the original card used for payment.
  • Cash on Delivery (COD): Customers must provide bank account details via email along with the return request. Refunds will be processed to the provided account. Cloak is not responsible for incorrect details provided by the customer.

Once the return is received, an email confirmation will be sent to acknowledge receipt.

Cancellations

Orders can be canceled without any charges if they have not been dispatched. For prepaid orders, a credit note or refund will be issued within 7-10 business days of cancellation.

If the order has been dispatched, cancellation requests will not be accepted. Orders are typically dispatched within 24-48 working hours.