Refund Policy

Last Updated: May 1, 2024

At Cloud Bench Studio, we are committed to providing high-quality makeup services and products. We want you to be completely satisfied with your purchases and services. This Refund Policy outlines our guidelines for returns, cancellations, and refunds.

1. Service Booking Cancellations and Refunds

We understand that circumstances may arise that require you to cancel or reschedule your makeup service appointment. Our cancellation and refund policy for service bookings is as follows:

1.1. Special Circumstances

We understand that emergencies and unforeseen circumstances can occur. In cases of serious illness, family emergencies, or other exceptional situations, please contact us as soon as possible. We will work with you on a case-by-case basis to find a reasonable solution.

1.2. Bridal Services

For bridal makeup services, the following special conditions apply:

• A non-refundable deposit of 30% is required to secure your booking date.
• Final payment is due 14 days before the wedding date.
• Cancellations more than 30 days before the wedding date: 70% refund (excluding deposit)
• Cancellations less than 30 days before the wedding date: No refund

2. Product Returns and Refunds

If you purchase makeup products from Cloud Bench Studio, the following return and refund policies apply:

2.1. Unopened Products

For unopened products in their original packaging:

• Returns accepted within 14 days of purchase
• Original receipt or proof of purchase required
• Full refund to the original payment method

2.2. Opened Products

Due to health and hygiene concerns, we cannot accept returns on products that have been opened or used, except in the following circumstances:

• The product is defective or damaged upon receipt
• You experienced an allergic reaction to the product
• The product significantly differs from its description

In these cases, returns must be initiated within 7 days of purchase, and we may require photographic evidence or other documentation.

2.3. Exchange Policy

If you're not completely satisfied with a product, we may offer an exchange for a different product of equal value within 14 days of purchase, even if the original product has been opened (subject to hygiene evaluation).

3. Digital Products and Online Courses

For digital products, online makeup tutorials, or virtual consultation services:

3.1. Before Access

If you have purchased but not yet accessed or downloaded digital content:

• Full refund available within 14 days of purchase
• No questions asked

3.2. After Access

Once you have accessed, downloaded, or viewed digital content:

• No refunds are available for digital products that have been accessed
• For online courses, a partial refund may be available if less than 25% of the course has been accessed, at our discretion

4. Gift Cards

Gift cards and gift certificates:

• Cannot be redeemed for cash
• Are not eligible for refunds
• Are valid for 12 months from the date of purchase
• Cannot be replaced if lost or stolen (please treat them like cash)

5. Special Promotions and Discounted Items

Items purchased during special promotions or at discounted prices:

• May have modified return policies as specified at the time of purchase
• Sale items marked "Final Sale" cannot be returned or exchanged
• Bundle discounts: If returning an item that was part of a bundle discount, the discount will be prorated among the remaining items

6. How to Request a Refund

6.1. Service Cancellations

To cancel a service booking and request a refund:

1. Contact us as soon as possible at info@cloudbenchstudio.com or call +231149488411
2. Provide your booking reference number and the date of your appointment
3. Explain the reason for cancellation

6.2. Product Returns

To return a product and request a refund:

1. Contact us at info@cloudbenchstudio.com to initiate the return process
2. Include your order number, the items you wish to return, and the reason for the return
3. Once approved, we will provide return instructions
4. Return the product in its original packaging with all components and accessories
5. We recommend using a tracked shipping method as we cannot be responsible for items lost in transit

6.3. Digital Products

To request a refund for digital products or online courses:

1. Email us at info@cloudbenchstudio.com with your order number and the reason for your refund request
2. Specify whether you have accessed the digital content
3. We will respond to your request within 3 business days

7. Refund Processing

Once your refund request is approved:

• Refunds will be issued to the original payment method used for purchase
• Processing time: 3-5 business days for our system to process the refund
• Additional time: It may take an additional 5-10 business days for the refund to appear in your account, depending on your financial institution
• Shipping charges are non-refundable unless the return is due to our error
• Return shipping costs are the responsibility of the customer unless the return is due to our error

8. Customer Satisfaction Guarantee

At Cloud Bench Studio, we pride ourselves on providing excellent service and products. If you are not completely satisfied with your makeup service, please notify your artist immediately during or at the end of your session. We will do our best to make adjustments to ensure your satisfaction.

If you remain unsatisfied after adjustments have been made, please contact our customer service team within 24 hours of your service to discuss potential partial refunds or complementary touch-up services.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.