2020 10 22 warranty and returns m 1 Refund & Returns Policy

At Cherryourshop, we want you to feel confident when placing an order. If you are not completely satisfied with your purchase, please contact us so that we can help.

Your right to cancel

If you are a customer in the United Kingdom, you normally have the right to cancel your order within 14 days of receiving your items, without giving a reason.

After notifying us that you wish to cancel, you must return the items within a further 14 days.

This cancellation right does not affect your legal rights if an item is faulty, damaged, misdescribed or not fit for purpose. Accepting returns and giving refunds: the law – GOV.UK

Return conditions

To be eligible for a return, items should be:

  • unworn and unused;
  • in their original condition;
  • clean and free from damage, stains, perfume or makeup;
  • returned with the original tags and packaging where possible;
  • accompanied by your order number.

Please do not send an item back before contacting us. We will provide the return instructions after reviewing your request.

How to request a return

Please email us at [email protected] and include:

  • your full name;
  • your order number;
  • the item or items you wish to return;
  • the reason for the return;
  • photographs, if the item is damaged or faulty.

We will reply with the next steps and the return address. Please note that the return address may be different from our business address in London, depending on the fulfilment partner handling the order.

Return shipping costs

For a change-of-mind return, the customer is generally responsible for the return shipping cost unless we have agreed otherwise.

If the item is faulty, damaged or not as described, please contact us before returning it. We will review the issue and explain the available solution.

2020 10 22 warranty and returns m 3 Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will normally be sent to the original payment method. For a valid cancellation, the refund should include the original standard delivery charge, but not any additional cost paid for an upgraded delivery service.

Refunds should be processed without undue delay and, under the usual UK distance-selling rules, no later than 14 days after we receive the returned goods or receive appropriate evidence that they have been sent back. Accepting returns and giving refunds: the law – GOV.UK

Your bank or payment provider may need additional time to display the refunded amount in your account.

Items that cannot be returned

Some items may not be eligible for cancellation or return where applicable, including:

  • personalised or custom-made products;
  • sealed products that cannot be returned for hygiene reasons once opened;
  • items that have been worn, washed, altered or damaged after delivery.

If a product is personalised or subject to a specific return exception, this information should be clearly displayed on the product page before purchase.

Faulty, damaged or incorrect items

Please contact us as soon as possible if:

  • your item arrives damaged;
  • you receive the wrong item;
  • the item is faulty;
  • the product is materially different from its description.

Please include your order number and clear photographs of the item and packaging. We may offer a replacement, repair or refund depending on the situation and your legal rights.

UK consumer law provides protections for goods that are not as described, not fit for purpose or not of satisfactory quality. This policy does not remove or limit those legal rights. Consumer rights – GOV.UK

Exchanges

We do not guarantee exchanges for a different size or colour.

If you need a different size or product, please contact us first. Depending on stock availability, we may ask you to return the original item and place a new order.

Items returned without contacting us

Returns sent without prior contact may take longer to process or may not be matched to the correct order.

Please always email [email protected] before sending anything back.

Contact information

Cherryourshop LTD
114 WhiteChapel High Street
London, E1 7PT
United Kingdom

Email: [email protected]