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 to us.

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

2. Intimate Products & Hygiene Restrictions

Because our products are designed for intimate and personal wellness, strict health protection and hygiene regulations apply.

We cannot accept returns of intimate products where the packaging or hygiene seal has been opened or unsealed, unless the product is proven to be faulty, damaged, or misdescribed.

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

• Unused, unworn, and unwashed;
• In its original, unopened condition;
• In its complete original packaging;
• Sealed with the original hygiene seal fully intact.

Please do not open a sealed intimate product simply to decide whether you would like to keep or return it.

3. How to Request a Return

To request a return, contact our support team at: [email protected]

Please include the following details in your email:

• Your order number
• Your full name
• The specific product(s) you wish to return
• The reason for the return
• Clear photographs (if the item is damaged, defective, or incorrect)

Important: Please do not send products back to the address shown on your parcel until our support team has authorized the return and provided you with explicit return instructions.

4. Faulty, Damaged, or Incorrect Products

If your item arrives damaged, defective, unsafe, or significantly different from its description, please stop using it immediately and contact us.

Depending on the circumstances, you will be entitled to a repair, replacement, or full refund in accordance with UK consumer rights.

5. Refunds & Processing

Once your returned item is received and inspected, we will process your refund:

• Original Payment Method: Refunds are credited back to your original payment method.
• Delivery Costs: For full statutory cancellations, standard delivery fees originally paid will be refunded. Enhanced or express delivery surcharges are non-refundable.
• Timing: Refunds are processed within 14 days of receiving your return. It may take additional days for your bank or card issuer to post the funds.

6. Return Postage Costs

• Change of Mind: You are responsible for the direct cost of returning unopened items to us.
• Faulty / Incorrect Items: Cherry Mood will cover the reasonable return postage costs.

7. Electronic & Battery Safety Notice

If a product contains a rechargeable lithium battery, internal electronics, or cosmetic formulations/lubricants, please contact us prior to posting so we can provide the appropriate return instructions.

8. Contact Us

Need help with a return? No awkward explanations required.

Cherry Mood
18 Brook Lodge, North Circular Road
NW11 9LG, London
United Kingdom
Email: [email protected]
Phone: +44 7436355449