Last updated: September 11, 2026

We know that buying intimate products can feel a little more personal than buying a pair of socks.

So if something isn’t right, we’ll keep the process simple, discreet and respectful.

This policy explains your cancellation, return and refund rights when shopping with Cherry Mood.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Your legal right to cancel

If you purchase goods from Cherry Mood online, you generally have a statutory right to cancel your purchase within 14 days of receiving the goods, without needing to provide a reason.

After telling us that you want to cancel, you generally have a further 14 days to return the goods.

Certain statutory exceptions apply, including some goods that cannot reasonably be returned for health protection or hygiene reasons once unsealed.

2. Intimate products and hygiene

Some Cherry Mood products are intimate products and are intended for personal use.

For health protection and hygiene reasons, we cannot accept the return of an intimate product where it has been unsealed or used, unless the product is faulty, damaged, misdescribed or another statutory right applies.

For an eligible change-of-mind return, the product must be:

• Unused
• Unworn
• Unwashed
• In its original condition
• In its original packaging
• Sealed where the product was supplied with a hygiene seal

Please don’t open a sealed intimate product simply to decide whether you’d like to return it.

If the product is faulty or unsafe, please contact us instead, even if it has been opened.

3. How to request a return

To request a return, contact us at:

[email protected]

Please include:

• Your order number
• Your name
• The product you wish to return
• The reason for the return, where relevant
• Photographs if the product is damaged or faulty

We’ll tell you what to do next.

Please do not send products back to the address shown on your parcel unless we have specifically instructed you to do so.

4. Faulty, damaged or incorrect products

If your product arrives:

• Damaged
• Faulty
• Unsafe
• Incorrect
• Significantly different from its description

please contact us.

We may ask for photographs or other information to help us understand the issue.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under applicable consumer law.

Please stop using any product that appears damaged or unsafe.

5. Change-of-mind returns

If you are exercising your statutory cancellation right, please contact us within the applicable cancellation period.

Returned goods should be handled only as much as necessary to establish their nature, characteristics and functionality.

If goods are handled beyond what would reasonably be allowed in a shop and their value is reduced as a result, we may be entitled to make a deduction where permitted by law.

For intimate products, hygiene restrictions may apply once a seal has been broken.

6. Refunds

Once we receive an eligible returned product, we will process your refund in accordance with applicable law.

Where a statutory cancellation applies, refunds will generally include the cost of standard delivery originally paid by you.

If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option.

Refunds will normally be made using the original payment method unless another arrangement has been agreed.

7. Return postage

If you are returning an item because you have changed your mind, you may be responsible for the direct cost of returning the product unless we have agreed otherwise or the law requires us to cover the cost.

If the product is faulty, damaged, incorrect or misdescribed, Cherry Mood will handle return costs in accordance with your statutory rights.

Return postage arrangements: To request a return, please contact Cherry Mood Customer Service before sending any item back. We will provide you with the return instructions and, where applicable, the return address. Customers returning an unwanted item due to a change of mind may be responsible for the return postage costs. Where an item is faulty, damaged, incorrect or misdescribed, Cherry Mood will cover the reasonable return postage costs in accordance with your statutory rights. 

8. Exchanges

We currently offer:

Where an exchange is not available, we can process an eligible refund and you can place a new order.

9. Sale items

Sale products have the same statutory consumer protections as full-price products.

A discounted price does not remove your legal rights where a product is faulty, misdescribed or otherwise does not meet the standards required by law.

10. Gift purchases

If you received a Cherry Mood product as a gift, the person who originally placed the order may need to request the refund depending on the payment method and circumstances.

Please contact us and we’ll explain the available options.

11. Refund timing

Once an eligible return has been received and processed, refunds will be issued within the timeframe required by applicable law.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

12. Products that should not be returned by post without contacting us

If a product contains a rechargeable battery, electronic component, liquid, cosmetic formulation or other potentially restricted material, please contact us before sending it back.

We’ll provide the appropriate return instructions.

13. Contact us

Need help?

No awkward explanations required.

Contact:

Cherry Mood
18 Brook Lodge, North Circular Road
NW11 9LG, London
United Kingdom

Email: [email protected]
Phone: +44 7436355440