- Return, Exchange & Refund Policy -

We, Team Cloudnine.19 want you to love every piece you purchased from us! Hence, if the item is not suitable, we will be very happy to assist you with returns and exchanges in accordance with the terms below: 

(UPDATED on 27/07/2026)


Return & Exchange Period 

  • You may request for a return or exchange within 10 days of receiving the tracking code. (The day of tracking code sent will be Day 1.) 
  • The item(s) must be returned to us within 5 days from the date when request is approved.
  • Request submitted after the applicable period may not be accepted.
  • Example -
    01. May: Tracking code is sent.
    01. May - 10. May: Return or exchange request can be made within this period.
    05. May: Return or exchange request approved. 
    10. May: Item(s) must be returned to us beforethis date. 


Items Eligible for Return or Exchange 

To be eligible, item(s) must:

  • Have all original tags or labels attached
  • Be unworn and unwashed
  • Be in original and resalable condition
  • Be free from makeup, perfume, deodorant, stains, pet hair, and other marks
  • Be returned in well packed packaging, such as plastic bag and flyer bag for shipment 

Team Cloudnine.19 reserve the right to reject any return or exchange, if it does not meet these conditions. 


Items Cannot be Returned or Exchanged 

For hygiene and safety reasons, the following items are generally not eligible for return or exchange:

  • Items without original tags or labels
  • Items that have been worn, washed, altered, or damaged by customers
  • Items with stains, odours, makeup, perfume, or other signs of use from customers
  • Sale, clearance, discounted priced or promotional items
  • Items purchased as part of a special promotion where the terms state that returns or exchanges are not available


Incorrect, Damaged, or Defective items 

Please contact us within 120 hours of receiving the tracking code if:

  • You received wrong item(s)
  • You received wrong size or colour due to our error
  • Your item arrived damaged
  • Your item has manufacturing defect, including broken zipper, loose or missing stitching, unstitched seam, torn fabric, damaged button, fabric defect, print or embroidery defect, and severe colour defect only.

Please provide the details: 

1. Your order number - (CNxxxx)
2. A description of the issue
3. Clear photos or videos showing the problem

Reach us through -- c.nine2019@gmail.com / @cloudnine.19 / Whatsapp +60182465334


Change-of-Mind Return or Exchange 

  • If you change your mind or select the wrong size, you may request an exchange or return provided that the item meets all eligibility requirements.
  • Unless the item is incorrect, damaged, or defective due to our error, customer is responsible for the return shipping costs.
  • Original shipping fees are generally non-refundable for change-of-mind returns. 


Exchanges 

Item(s) exchanges subject to stock availability. If the requested replacement item is unavailable, we may offer:

  • An exchange for another available item of equal value or higher price
  • A refund of store credit, which will be directly creditted to customer's account.
    (RM1 = 1 credit)

* If the replacement item has a higher price, the customer must pay the price difference. 
* If the replacement item has a lower price, the difference will be issued as store credit, and creditted to customer's account. (RM1 = 1 credit)


Refunds 

  • Once we receive and inspect your returned item, we will notify you of the outcome.
  • Approved refunds of store credit will be processed within 1 working day to customer's account.
  • Kindly note that, original shipping fees are generally non-refundable unless the return is due to an error, damage, or defect caused by us. 


What is Store Credit? 

  • It can be used for future purchases from Cloudnine.19, on www.cloudnine19.com
  • Cannot be exchanged for cash
  • Is non-transferable unless otherwise stated
  • Is subject to the validity period stated at the time it is issued


Return Shipping 

  • Customers are responsible for return shipping costs for change-of-mind returns, incorrect size selections, or other reasons not caused by team Cloudnine.19.
  • Shipping costs will be fully covered by team Cloudnine.19, if and only if the return is due to an incorrect, damaged, or defective item caused by us.
  • Please use a trackable delivery service, as our team is not responsible for items lost or damaged while being returned to us. 


How to Request a Return or Exchange? 

Please reach us at: 


Please include your: 

  1. Order number
  2. Item(s) you with to return or exchange
  3. Reason for the request
  4. Photos, if the item is damaged or defective

* Please do not send items back before your return or exchange request has been approved. 


Return Approval 

All returned items are subject to inspection, if an item does not meet the conditions of this policy, we may:

  • Reject the return or exchange
  • Deduct an appropriate amount from the refund where permitted by applicable law. 


Policy Changes

  • Team Cloudnine.19 reserves the right to update this Return, Exchange & Refund Policy from time to time. The latest version will be published on our website and will apply to orders placed after the updated policy takes effect. 


  • Contact us

Please always feel free to contact us for any inquiries through: 

Customer Service Hours: 0800am - 1000pm (Daily)