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Refund policy
Last updated: 5 August 2026
This Return & Refund Policy explains your statutory right of withdrawal, returns, refunds and complaints regarding Products purchased from Cherry Lady.
A statutory right of withdrawal and a complaint regarding Product conformity are separate legal rights.
1. 14-Day Right of Withdrawal
Consumers purchasing Products online generally have the statutory right to withdraw from the sales contract without giving any reason within 14 days of receiving the Product, subject to applicable legal exceptions.
Cherry Lady does not voluntarily extend this statutory withdrawal period.
Where an Order consists of multiple Products delivered separately, the withdrawal period shall be calculated in accordance with applicable law.
2. How to Request a Return
To exercise your statutory right of withdrawal, you may submit your return request through the Cherry Lady self-service Returns Portal, available through your Customer Account or Order Status page, where this functionality is available.
If the Returns Portal is unavailable or cannot be used for technical reasons, you may contact Cherry Lady directly at:
To help us process your request efficiently, we recommend including:
- Full name
- Order number
- Email address
- Products being returned
You may also use the Cherry Lady Return Form.
Use of the Return Form is entirely optional and does not affect your statutory Consumer rights.
3. Returning the Product
Once your return request has been approved through the Returns Portal or by Cherry Lady, you will receive further return instructions.
Please do not send Products back before receiving return instructions unless otherwise required by applicable law.
Returned Products should be sent promptly and in accordance with the instructions provided.
4. Return Shipping Costs
Unless applicable law provides otherwise:
- the Customer bears the direct cost of returning Products to Cherry Lady;
- Cherry Lady does not provide free return shipping unless expressly stated otherwise;
- the Customer is responsible for arranging and paying for the return shipment.
Cherry Lady strongly recommends using a tracked shipping service and retaining proof of postage until the return has been completed.
Cherry Lady is not responsible for return parcels that are lost or damaged during transit before they are received.
Different rules may apply where a complaint concerns a Product that does not conform to the sales contract.
5. Condition of Returned Products
Consumers may inspect and try Products only to the extent necessary to determine their nature, characteristics and functioning.
Returned Products should not be unnecessarily worn, washed, altered, damaged or contaminated.
Please avoid exposing returned Products to:
- make-up;
- perfume;
- deodorant;
- smoke;
- stains;
- animal hair; or
- other contamination.
Where possible, Products should be returned together with their original tags, accessories and packaging.
The absence of original packaging or removal of tags does not automatically remove the statutory right of withdrawal.
However, where handling goes beyond what is necessary to determine the nature, characteristics and functioning of the Product, Cherry Lady may reduce the amount refunded to reflect the resulting reduction in value, where permitted by applicable law.
6. Refunds
Where a Consumer validly withdraws from the contract, Cherry Lady will refund all payments required by applicable law.
This includes the original delivery cost up to the value of the least expensive standard delivery method offered for the relevant Order.
Any additional costs resulting from selecting a more expensive delivery method will not be refunded where permitted by applicable law.
The direct cost of returning Products remains the Customer's responsibility.
Where only part of an Order is returned, treatment of the original delivery cost will be determined in accordance with applicable law.
7. Refund Processing
Once approved, refunds are normally processed within 10 business days.
Cherry Lady may withhold reimbursement until the returned Product has been received or until the Customer provides evidence that it has been sent back, whichever occurs first, where permitted by applicable law.
Refunds are normally issued using the same payment method used for the original purchase unless another method has been agreed.
The time required for the refunded amount to appear in the Customer's account depends on the relevant bank or payment provider and remains outside Cherry Lady's control.
8. Promotional and Discounted Products
Purchasing a Product at a discounted or promotional price does not affect the statutory right of withdrawal.
Refunds are based on the amount actually paid for the returned Product.
Where eligibility for a promotion depended on a minimum Order value or a combination of Products, a partial return may affect that promotional benefit where permitted by applicable law and the applicable promotion terms.
9. Exchanges
Cherry Lady does not guarantee direct exchanges for different sizes, colours or Products.
The fastest way to obtain another Product is to return the original Product and place a new Order.
Availability of Products cannot be guaranteed until the new Order has been successfully placed.
This does not affect statutory rights relating to Products that do not conform to the sales contract.
10. Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply where an exception provided by applicable law applies.
This may include Products manufactured according to the Consumer's specifications or clearly personalised.
Where such an exception applies, relevant information will be provided before purchase.
11. Complaints
If you believe that a Product is defective, damaged, incorrect or otherwise does not conform to the sales contract, please contact:
To help us assess your complaint efficiently, please provide:
- your Order number;
- a detailed description of the issue; and
- photographs where reasonably possible.
Where reasonably necessary, Cherry Lady may request additional information or photographs to properly assess the complaint.
You may also use the Cherry Lady Complaint Form, although use of the form is entirely optional.
12. Product Conformity
Cherry Lady is responsible for delivering Products that conform to the sales contract in accordance with applicable Consumer law.
Where a Product does not conform to the sales contract, Consumers may exercise the statutory remedies available under applicable law.
These rights are separate from the statutory right of withdrawal and do not constitute an additional commercial guarantee provided by Cherry Lady.
13. Available Remedies
Where a Product does not conform to the sales contract, Consumers may exercise the remedies available under applicable law.
Depending on the circumstances, these may include:
- repair;
- replacement;
- price reduction; or
- withdrawal from the contract,
where the applicable legal conditions are satisfied.
Submission of a complaint does not automatically entitle the Customer to a refund.
Each complaint is assessed individually in accordance with applicable law.
14. Costs Relating to Complaints
Where a complaint is justified under applicable law, Consumers will not bear costs that Cherry Lady is legally required to cover in connection with bringing the Product into conformity.
Please contact Cherry Lady before returning a Product submitted as a complaint so that appropriate instructions can be provided.
15. Damage, Care and Ordinary Wear
A complaint may be rejected where the issue results from circumstances occurring after delivery for which Cherry Lady is not legally responsible.
Depending on the circumstances, this may include:
- ordinary wear and tear;
- improper washing or cleaning;
- failure to follow Product care instructions;
- accidental or mechanical damage occurring after delivery;
- misuse;
- alterations;
- improper storage; or
- any other damage attributable to the Customer after delivery.
Each complaint is assessed individually.
16. Response to Complaints
Cherry Lady will acknowledge receipt of the complaint and respond within the time limits required by applicable law.
17. Contact
For any questions regarding returns, refunds or complaints, please contact:
Cherry Lady Customer Care
Email: contact@cherryladywear.com