Last updated: May 26, 2026
At Cloud IX Luxury, we are dedicated to ensuring our clients are entirely satisfied with their luxury acquisitions. Because we deal exclusively in high-value, investment-grade assets, we enforce a strict and transparent return policy to protect the condition, authenticity, and value of our curated inventory.
Mandatory Unpacking Video Requirement
Due to the high-ticket nature of our inventory, all clients are strictly required to record a continuous, unedited unpacking video when opening their delivery package for the first time. This video must clearly show the intact shipping label, the opening of the carrier box seals, and the immediate extraction and physical inspection of the item.
In the rare event of an incorrect, damaged, or missing item, no return, exchange, or refund request will be accepted or processed without this mandatory video proof. There are absolutely no exceptions to this security policy.
Return Eligibility & Timeframe
- Timeframe: Eligible items must be reported and return-shipped within 7 days of the documented delivery date.
- Condition: The timepiece or handbag must be completely unworn, unaltered, and in its exact original delivery condition. It must be returned with all original tamper-evident seals intact, alongside all factory packaging, booklets, warranty cards, extra links, and documentation.
- Restocking Fee: A flat 5% restocking fee applies to all approved return and exchange requests. This fee will be automatically deducted from your final refund amount to cover processing, master watchmaker re-evaluation, and logistical overhead.
Strict Return Policy Exceptions
The following items are completely excluded from our standard return policy and are considered a Final Sale:
- Sourced Assets: All timepieces and handbags procured specifically for you via our bespoke global sourcing network are final sale and non-returnable.
- Special Orders & Price on Request: Any item custom-ordered from our suppliers or designated as "Price on Request" is strictly non-returnable and non-exchangeable.
- Altered Goods: Any item that has been worn, sized, scuffed, damaged, or had its factory stickers or security tags removed after delivery cannot be returned under any circumstances.
- Promotional Sales: Items acquired on sale or during promotional events are considered final sale.
How to Initiate a Return
- Request Authorization: Contact our client support team via phone, text, or email to request a Return Merchandise Authorization (RMA) number. You must provide your order number and your continuous unpacking video for verification.
- Pack Securely: Once approved, securely repackage the asset in its original shipping configurations, ensuring all accessories and original paperwork are enclosed. Clearly mark the exterior of the package with your assigned RMA number.
- Insured Transit: Clients are fully responsible for all return shipping logistics and costs. We strictly mandate the use of a secure, express, and fully insured carrier network (such as FedEx Priority Overnight) to return the package to our Virginia boutique.
Refund Processing Timeline
Upon safe arrival at our facility, the returned asset is unboxed under secure video surveillance and passed to our master watchmakers for an exhaustive multi-point authentication and condition-matching inspection. Once approved, refunds are processed within 5 to 7 business days. Your refund will be issued via your original payment method, minus the mandatory 5% restocking fee and any original shipping or handling fees, which are strictly non-refundable.
Contact Information
If you need to initiate a return profile, submit your unpacking video, or require assistance with our store policies, please contact our team directly:
Cloud IX Luxury
Email: info@cloudixluxury.com
Phone: (732) CLOUD-IX
(732) 256-8349