Last updated: June 21, 2026

This Refund Policy explains how returns, refunds, exchanges, cancellations, and defective product claims are handled for purchases made on thesandcloud.com.

This website is owned and operated by NUMA LABS LLC.

1. Company Information

Company Name: NUMA LABS LLC

Website: thesandcloud.com
Contact Email: support@thesandcloud.com

2. Return Window

We offer a 30-day return policy.

This means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be:

• In the same condition that you received it
• Unused
• Clean
• Undamaged
• In its original packaging
• Complete with all included accessories, parts, manuals, tags, and packaging materials, where applicable

For hygiene, safety, and quality-control reasons, we may refuse returns on products that have been used, inflated outdoors, used in water, damaged, stained, scratched, altered, or returned with missing parts or packaging.

3. How to Request a Return

To start a return, please contact us at:

support@thesandcloud.com

Please include:

• Your full name
• Your order number
• The email address used to place the order
• The reason for your return request
• Photos or videos if the item is damaged, defective, or incorrect

If your return is accepted, we will provide return instructions.

Please do not send products back to our business address unless we specifically instruct you to do so. Items sent to the wrong address may not be received or processed.

4. Return Shipping Costs

For standard change-of-mind returns, the customer is responsible for return shipping costs, unless otherwise required by applicable law.

If your item arrived damaged, defective, or incorrect, please contact us with photos or videos. If the claim is approved, we will provide a solution, which may include a replacement, refund, store credit, or return instructions.

We are not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier. We recommend using a trackable shipping service.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or incorrect, contact us at:

support@thesandcloud.com

Please contact us within 7 days of delivery and include:

• Your order number
• A clear description of the issue
• Photos or videos showing the product, packaging, shipping label, and the issue

If we confirm that the product is damaged, defective, or incorrect, we will make it right. Depending on the situation, we may offer:

• A replacement
• A refund
• Store credit
• A partial refund
• Another appropriate solution

This does not limit any rights you may have under applicable consumer protection laws.

6. Non-Returnable Items

We may refuse returns for:

• Items returned after the return window
• Used items
• Items used in water or outdoors
• Items that are dirty, stained, scratched, damaged, or altered
• Items missing original packaging, parts, accessories, manuals, tags, or inserts
• Items damaged due to misuse, improper handling, improper storage, or normal wear and tear
• Gift cards, if applicable
• Final sale items, if clearly marked as final sale at the time of purchase
• Items sent back without contacting us first

If you have questions about whether your item is eligible for return, contact us before sending it back.

7. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved or rejected.

If approved, your refund will be issued to your original payment method.

Please note that it may take several business days for your bank, card issuer, or payment provider to process and post the refund to your account.

Original shipping fees, express shipping fees, shipping protection, duties, taxes, and return shipping costs may not be refundable, unless required by applicable law.

8. Partial Refunds

In certain cases, we may issue a partial refund instead of a full refund.

This may apply if:

• The item is returned with signs of handling beyond what is necessary to inspect it
• The item is returned damaged
• Parts, accessories, or packaging are missing
• The product shows signs of use
• The return does not fully meet our eligibility requirements

We reserve the right to refuse a refund if the returned item does not meet the conditions of this Refund Policy.

9. Exchanges

We may offer exchanges depending on product availability.

The fastest way to receive the item you want is to return the original item, wait for the return to be approved, and place a new order.

If your item is defective, damaged, or incorrect, please contact us before placing a new order.

10. Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible at:

support@thesandcloud.com

We process orders quickly and cannot guarantee that changes or cancellations can be made once an order has been placed.

If your order has already been processed, packed, shipped, or handed over to a carrier or fulfillment partner, we may no longer be able to cancel it.

If your order cannot be cancelled, you may request a return after delivery, subject to this Refund Policy.

11. Shipping Delays

We make reasonable efforts to ship orders within the estimated timeframe shown at checkout or on our website.

If an order cannot be shipped within the promised timeframe, or within the legally required timeframe where applicable, we may contact you with an updated shipping estimate or offer you the option to cancel the order and receive a refund. The U.S. FTC Mail, Internet, or Telephone Order Merchandise Rule requires sellers to have a reasonable basis for advertised shipping times and to obtain customer consent for certain delays or refund the customer.

12. Lost or Stolen Packages

Once an order has been marked as delivered by the carrier, we are not responsible for lost or stolen packages.

If your tracking information shows that your package was delivered but you did not receive it, please:

• Check your mailbox, front door, building reception, parcel locker, or safe place
• Ask neighbors or household members
• Contact the carrier directly
• Contact us at support@thesandcloud.com so we can review the situation

We may assist with a claim where possible, but we cannot guarantee a refund or replacement for packages marked as delivered.

13. Refused Deliveries and Incorrect Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

We are not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to:

• Wrong address
• Missing apartment, unit, or building number
• Incorrect postal code
• Refused delivery
• Failure to collect the package
• Unsuccessful delivery attempts
• Customs refusal or non-payment of import fees, where applicable

If an order is returned to sender, we may offer to reship the order or issue a refund, depending on the situation. Additional shipping fees may apply.

14. International Orders, Duties, and Taxes

For international orders, customers may be responsible for import duties, customs fees, VAT, taxes, brokerage fees, or other charges imposed by their country.

These charges are not controlled by NUMA LABS LLC and are not included in the product price unless clearly stated at checkout.

We are not responsible for customs delays, customs fees, or import restrictions in your country.

If a package is refused or returned due to unpaid customs fees, import duties, taxes, or failure to collect the package, shipping fees and related costs may be deducted from any refund, where permitted by law.

15. UK Customers

If you are located in the United Kingdom, you may have the right to cancel certain online purchases within 14 days of receiving your order, and then another 14 days to return the goods, subject to applicable rules and exceptions. UK government guidance states that online customers must generally be offered a refund if they notify the seller within 14 days of receiving the item, with another 14 days to return it.

Nothing in this Refund Policy limits your statutory rights under applicable UK consumer protection laws.

16. Australian Customers

If you are located in Australia, our products come with rights and guarantees that cannot be excluded under Australian Consumer Law.

You may be entitled to a repair, replacement, or refund if a product fails to meet a consumer guarantee. However, the ACCC explains that consumers are generally not entitled to a repair, replacement, or refund under consumer guarantees if they received what they asked for but simply changed their mind.

Nothing in this Refund Policy limits your rights under Australian Consumer Law.

17. Canadian Customers

If you are located in Canada, your rights may vary depending on your province or territory.

Nothing in this Refund Policy limits any mandatory rights you may have under applicable Canadian consumer protection laws.

18. United States Customers

For customers in the United States, this Refund Policy applies in addition to any mandatory rights you may have under applicable federal or state consumer protection laws.

Nothing in this Refund Policy limits any non-waivable consumer rights that may apply to your purchase.

19. Chargebacks and Payment Disputes

If you have an issue with your order, please contact us first at:

support@thesandcloud.com

We will do our best to resolve the issue quickly.

Opening a payment dispute or chargeback before contacting us may delay the resolution process. We reserve the right to provide order, shipping, delivery, communication, and refund records to payment processors or banks in response to chargebacks or disputes.

20. Contact Us

For questions about returns, refunds, exchanges, or cancellations, please contact us at:

NUMA LABS LLC
8206 Louisiana Blvd NE, Ste A #9399
Albuquerque, New Mexico 87113
United States

Email: support@thesandcloud.com