Return & Exchange Policy

RETURN POLICY:

PLEASE DO NOT ACCEPT DAMAGED OR TORN PACKAGE WHILE DELIVERY.

1. We have 5 days return policy for most of the product but please check & verify product page to know exact Return/Exchange days while purchase.
2. In case of defected/damaged product, complaint should be raised within 24 hours of delivery of product along with photo and video of damaged part.
3. We recommend to make unboxing video of delivery packaging to all customer, so that it will be easy to process any returns related damaged or defected product.
4. Items to be returned must be unused, unworn, unwashed and undamaged & Tags intact.
5. Return items will only be accepted in their original packaging, including: hangers, polyester bags, hang tags on garments, shoe boxes, Jewellery box, Carton box or dust bags or any other Packaging and branding item which was given while delivery of product.
6. Any items that have been damaged, soiled or altered will not be accepted and will be sent back to the customer with shipping charges.
7. SHIPPING charges will be waived off if total shopping (final shopping per delivery after return if any) will be more than Rs.1499, but in case customer returned the product or total shopping value (final shopping per delivery after Partial or Full Return if any) will become equal or lower than or equal to Rs.1499 then we will deduct the shipping and packaging charges minimum of Rs.99 or on actual (Whatever is higher amount) and refund remaining amount to customer chosen account or source account which ever is applicable.
8. In case of Return (request was raised within given timelines), we have two options for processing pickup of return product:

1. Where reverse pick-up is available: "Cherry by Poonam" will arrange a pick-up from your place, please make sure when reverse pickup is attempted then someone is available to give the product to pickup boy.
2. Where reverse pick-up is not available: Pin codes where reverse pick-up may not be available then customer has to ship the product back to "Cherry by Poonam" office at her/his own risks, costs & responsibility within 5 days or actual "Return Within Days" mention on product page of product delivery date.
3. "Cherry by Poonam" will not be liable for any damage that happens during return shipping.

9. Once returned product/package is received by us, we will proceed to inspect the same. Once approved as an eligible return, we will issue your refund or store credit (as the case may be) of the appropriate amount within 5-10 days or earlier after deducting applicable charges if any.
10. If however the return is found not eligible for refund, we will courier the same back to you. In either scenario your return issue will be closed within 20 days of our receiving of the return package from you.
11. In case a reverse pick-up is not done for any reason (due to any reason owing to customer or the courier company's mistake), responsibility lies on the customer to contact "Cherry by Poonam" to arrange for the pick-up again. Failure to contact "Cherry by Poonam" timely to arrange the reverse pick-up again may lead to rejection for exchange/return request.
12. Return requests will only be entertained if the customer has accepted only untampered package.
13. The customer agrees not to dispute the decision made by "Cherry by Poonam" and accept "Cherry by Poonam" decision regarding the return validation that is - if the product is valid to be accepted as return or not. Non-Valid return will be sent back to the customer and the customer will be blacklisted for future purchases.
14. Repeated refusal of COD orders might lead to barring of COD facility without any intimation.
15. For repeated return of products from a customer i.e. more than 50% of the delivered products, the customer will be intimated that future orders on non-cancellation and non-return basis.
16. If the return is due to an error on our part (incorrect item sent, damaged/defective product), we will replace the product if available or reimburse the full invoice value as per customer demand.

No returns, refunds or exchanges will be accepted for the following items:

1. Custom made products/Products personalised to your requirement
2. Any product which is mentioned as "Non returnable"

Refunds are made as follows:

1. If the payment was made in cash then the refund is made in the form of a bank transfer. Customer should be providing Bank details while submitting the return request.
2. If the payment is made using a credit/debit card (or any form of net banking) then the amount is credited back to the same account/card from which the payment was made.
3. In some cases we will refund amount in Cherry by Poonam points or Store Credits.

Note:
1. Once refund is initiated then it will take around 7-10 working days to show up in customer account.
2. We refund the eligible amount minus Rs.99 or on actual (Whatever is higher amount adjusted towards shipping and packaging charges) in your bank or source account account or whichever applicable. If total order value after return is more than Rs.1499 then no charge will be deducted for other returns.
3. We need following bank details for bank transfer - Name of Account holder, Account number, IFSC Code, Bank name, Branch to process the refund.

EXCHANGE POLICY:

1. Customer can request exchange for any product within given timelines for exchange, please refer to product page to get exact Exchange Within Days.
2. Kindly check on website if requested exchange size, colour is available while raising the exchange request.
3. If a product is exchanged once, it cannot be returned or exchanged the second time.
4. Exchange is possible for same product with different size or colour, it can not be exchanged with different product or item.
5. In case required size or colour is not available when placing exchange request then our Standard Return Policy is applicable.
6. Once we received exchange request & found that required size/colour is available for exchange then below policy will apply:

1. Where reverse pick-up is available: "Cherry by Poonam" will arrange a pick-up from your place, please make sure when reverse pickup is attempted then someone is available to give the product to pickup boy.
2. Where reverse pick-up is not available: Pin codes where reverse pick-up may not be available then customer has to ship the product back to "Cherry by Poonam" office at her/his own risks, costs & responsibility within 5 days or actual "Return with days" mention on product page of product delivery date.
3. "Cherry by Poonam" will not be liable for any damage that happens during return shipping.

7. Once exchanged product/package is received by us, we will proceed to inspect the same. Once approved as an eligible exchange we will ship the required product to customer provided address.
8. Items to be exchanged must be unused, unworn, unwashed and undamaged & Tags intact. Items will only be accepted in their original packaging, including: hangers, polyester bags, hang tags on garments, shoe boxes, Jewellery box, Carton box or dust bags or any other Packaging and branding item which was given while delivery of product.

Note: Kindly raise Return or Exchange request within given timelines on product page for Return or Exchange. Any request which was raised beyond the given timelines will be rejected.

Customer can raise Return or Exchange request from "Customer Account Dashboard > Order section" choose appropriate reason from dropdown, fill required details and submit the request.

Get in touch with us:
WhatsApp: +91 852-777-0290
Email: cherrybypoonam@gmail.com