Refund policy
DOA (Dead on Arrival) Policy
We are so sorry your items arrive dead on arrival! Please reach out to us within 12 hours of delivery with proof. At acceptance of your DOA request, you will receive a refund minus the shipping cost, or you may get a replacement (inventory allowing).
In the event of a DOA in extreme weather, we may be unable to issue a DOA if your order did not include a heat / cold pack. We will issue a 25% (item-shipping cost) DOA refund in the case the package was sitting in extreme heat / cold and there was NO protection included (protection meaning heat / cold pack).
Live good protection is free/included once the order is larger than $50.
DOA warranty may be subject to void in the case, but not limited to:
- delay with courier
- requesting different shipping (i.e., ground shipping for live items across many states, especially in inclement weather)
Return Policy (Dry Goods)
Dry goods may be returned within 30 days of the time it was purchased. If a return request is accepted, the customer will be issued a return label. When the item is returned to us, we will process (inspect the item) and determine if the refund is accepted. From here, the refund amount will be the amount of the item minus shipping costs. There may also be up to a 15% restock fee.
Returns may not be accepted due to the following, but not limited to:
- The item is damaged
- The item is not in it's original packaging
- The item is already used (i.e., returning a used bottle of food or fertilizer)
- The item is a live item (we do NOT accept refunds on live flora or fauna)
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at cherriess.mke@gmail.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at cherriess.mke@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cherriess.mke@gmail.com.