Refund Policy

Cancelation and refund policy

We DO NOT offer refunds on personalised/custom or jewellery and no refunds on played with items.

For goods that can be returned, customers have the right to return if unopened within 14 days from receipt of your order. You must inform us by email  cherrylunaltd@gmail.com first! We will inspect evidence given and approve or deny your return. We will reimburse you no later than 14 days from when we receive and inspect the returned goods. see Returning Goods below.

Returning Goods
You are responsible for the cost of returning the goods for change of mind. We cannot be held responsible for goods damaged or lost in return shipment, we recommend an insured and tracked service. We are unable to issue a refund until we have received the delivery. Return shipping will not be refunded. If however your item is faulty upon receipt for example damaged in transit or immediately after opening you find fault like a bad seam from manufacturing and have not played with it at all! we can arrange a return for free just email pictures to be reviewed at cherrylunaltd@gmail.com if there's evidence of play example its burst from squeezing or is dirty ect we will refuse refund under our policy. It is vital you keep all internal and external packaging if your order arrives damaged or incorrect.

In order for goods to be eligible for return, items must have been purchased in the last 14 days and be in their original packaging, please ensure that the following does not apply; 

Liquid filled objects are delicate so please handle with care if not the item can bust/break/leak. Refunds will not be accepted for an item damaged by use! Only by receiving it damaged will refund policies be followed as stated. Take pictures Immediately upon opening. Playing with it for any amount of time voids your return.

Cancellations

If you need to cancel your order for whatever reason, please contact us as soon as possible at cherrylunaltd@gmail.com where we will try to assist you. This will only be possible if your order hasn't entered into our fulfilment process which can take place almost immediately after order placement. Where a cancellation is possible, this will be subject to a transaction fee of 3% which will be automatically deducted from the total refund amount, this is due to the charges we incur from processing a refund.

For all return enquiries please contact us at cherrylunaltd@gmail.com within 14 days.