Last updated: May 26, 2026
Your confidence is important to us. Cloud IX Luxury provides a 24-hour inspection period on eligible items so clients have an opportunity to carefully examine their purchase upon delivery. This inspection period is intended to allow the client to verify the item, its condition, and the accompanying contents. It is not intended as a trial period or an opportunity to use, wear, size, carry, alter, or otherwise place an item into service before deciding whether to keep it. Because many of the pieces we offer are rare, high-value, market-sensitive, or acquired specifically at a client's request, eligibility requirements and exclusions apply.
24-Hour Inspection Period — Unless an item is designated Final Sale or otherwise excluded before purchase, the client may request a discretionary return within 24 hours of confirmed carrier delivery. The 24-hour inspection period begins at the time the carrier records the shipment as delivered. All discretionary return requests are subject to review and approval by Cloud IX Luxury. Submission of a return request within the 24-hour inspection period does not guarantee that the return will be approved. No item may be returned without prior written return authorization from Cloud IX Luxury. A request made after the 24-hour inspection period has expired is not eligible for consideration as a discretionary return.
If a discretionary return is approved, the client will receive written return authorization and return instructions from Cloud IX Luxury. The item must be shipped within two business days of the return authorization unless a different timeframe is approved in writing. Failure to ship the item within the authorized timeframe may result in withdrawal of the return authorization.
To be considered for an approved discretionary return, the item must be returned in exactly the same condition in which it was delivered. The item must include all boxes, packaging, documents, tags, accessories, links, straps, booklets, certificates, pouches, protective materials, and other components included with the sale. An item showing wear, use, damage, alteration, modification, sizing, missing components, or any other material change from its delivered condition is not eligible for an approved discretionary return.
Purpose of the Inspection Period — The 24-hour inspection period is provided so the client can carefully examine the item upon delivery and confirm that it is consistent with the listing, photographs, description, and transaction details. The inspection period does not permit the item to be worn, used, sized, carried, altered, modified, serviced, or otherwise placed into use before a discretionary return is requested.
Watches — A watch must remain completely unworn, unsized, and unaltered. The client may carefully inspect the watch but may not wear it beyond what is reasonably necessary to visually inspect the piece. Any protective materials, security tags, return tags, or other condition-control devices applied by Cloud IX Luxury must remain intact and unremoved. A watch that has been worn, sized, altered, opened, serviced, damaged, or modified after delivery is not eligible for an approved discretionary return.
Handbags and Accessories — Handbags and accessories must remain completely unused and in the same condition in which they were delivered. The client may carefully inspect the item but may not carry, wear, use, alter, or remove any attached tags or condition-control devices. All tags, protective materials, packaging, dust bags, boxes, cards, pouches, straps, accessories, and other included items must remain intact and be returned. An item showing use, wear, alteration, damage, removed tags, or missing components is not eligible for an approved discretionary return.
Specially Sourced Items — Items acquired specifically at a client's request are Final Sale and are not eligible for the 24-hour discretionary return request option, return, exchange, or cancellation after the sourcing commitment has been accepted and the acquisition process has begun. Before a specially sourced transaction is finalized, the client will be provided with the available details of the specific piece, including relevant information regarding reference, configuration, condition, included accessories, pricing, and anticipated timing. The Final Sale status of a specially sourced item will be disclosed before the transaction is completed.Final Sale status does not affect: Cloud IX Luxury's authenticity guarantee; any valid remaining manufacturer warranty; any specifically applicable Cloud IX Luxury Limited Mechanical Warranty; a claim involving delivery of the wrong item; a material discrepancy between the item delivered and the item specifically agreed upon.
The following are also Final Sale and are not eligible for discretionary return unless otherwise expressly agreed in writing before purchase: specially sourced items; items designated Final Sale; watches sized at the client's request; personalized, engraved, altered, or customized items; items purchased through a transaction specifically identified as Final Sale; any item for which Final Sale status was clearly disclosed before purchase.
Original shipping, insurance, handling, and other delivery-related charges are nonrefundable on approved discretionary returns. Unless the return results from an error by Cloud IX Luxury or a confirmed material misrepresentation, the client is responsible for the cost of secure and fully insured return shipping. Cloud IX Luxury is not responsible for a returned item until it has been safely received and accepted.
Every returned item is carefully documented and inspected upon receipt to confirm identity, authenticity, condition, completeness, and consistency with the item originally delivered. When appropriate, a timepiece may also be evaluated with the assistance of a trusted professional watchmaker. If the returned item does not satisfy the requirements stated in this policy, Cloud IX Luxury reserves the right to decline the return and return the item to the client.
For high-value shipments, we strongly recommend recording a continuous video while opening the package and inspecting the item for the first time. This documentation may be important when evaluating claims involving shipping damage, missing contents, or discrepancies reported after delivery.
Approved refunds are issued only after the returned item has been received, inspected, and accepted by Cloud IX Luxury. The applicable 15% restocking fee and any nonrefundable charges will be deducted from the refund. Processing time may vary based on the payment method and financial institution.
Inspection Period and Warranty Coverage Are Separate — The 24-hour inspection period applies only to requests for an eligible discretionary return. A qualifying mechanical issue with an eligible watch may instead fall under the separate Cloud IX Luxury 14-Day Limited Mechanical Warranty. The expiration of the 24-hour inspection period does not shorten or eliminate an otherwise applicable limited warranty period.
Restocking Fee: All approved discretionary returns are subject to a 15% restocking fee. The restocking fee reflects the processing, payment costs, inspection, market exposure, administrative handling, and loss of availability associated with accepting the return of a high-value luxury item. The 15% restocking fee applies only after Cloud IX Luxury has reviewed and approved a discretionary return request. The restocking fee does not apply if Cloud IX Luxury determines that the wrong item was delivered or that the item was materially misrepresented.
Contact Information
If you would like to request review of an eligible discretionary return or have questions about this policy, please contact us directly:
Cloud IX Luxury
Email: info@cloudixluxury.com
Phone: (732) CLOUD-IX
(732) 256-8349