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CherryF – Returns, Replacements & Refunds Policy

At CherryF, we want you to shop with confidence. If there is a problem with your order, our team is here to help and will work with you to find an appropriate solution.

1. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incomplete, or different from the product you ordered, please contact us as soon as possible.

Depending on the nature of the issue, the appropriate solution may include:

  • Replacement parts or missing components

  • A replacement product

  • A refund, where applicable

Our goal is to resolve product-related issues as quickly and fairly as possible.

2. Opening and Inspecting Your Product

Some of our products require assembly. Assembly information is provided on the relevant product page, and customers are encouraged to review it before placing an order.

You may need to open the package and inspect or assemble the product to determine whether it is complete, damaged, defective, or different from what you ordered.

Opening the package or reasonably handling or assembling the product for the purpose of checking or identifying a problem will not, by itself, prevent you from submitting a valid product-related claim.

If you identify a problem, please stop using or assembling the product once the issue has been identified and contact us.

If the assembly manual or parts list is missing from the package, please contact us and we will provide the available documentation.

3. Reporting Period

For damaged, defective, incomplete, or incorrect items, please contact CherryF within 14 days of receiving your order whenever possible.

We recommend reporting visible damage or delivery-related issues as soon as the order is received.

This reporting period does not limit any mandatory consumer rights or warranty rights that may apply under applicable UAE law.

4. What We Need From You

To help us review and resolve your request as quickly as possible, please provide:

  • Your CherryF order number;

  • The name of the product;

  • A brief description of the issue;

  • Clear photographs showing the problem;

  • Photographs of the product packaging and shipping label, where relevant;

  • Photographs of any damaged or missing parts;

  • A video demonstrating the issue, where necessary or requested by our support team.

For certain cases, we may request additional information to properly assess the issue.

Please keep the product, packaging, parts, accessories, and other relevant items until we have reviewed your claim and advised you on the next step.

5. Return Approval and Instructions

Please contact CherryF before sending any product back.

Products should not be returned without prior approval and instructions from our team.

If a return is required, we will provide the appropriate return instructions based on the circumstances of the case.

In some cases, returning the entire product may not be necessary. We may instead provide replacement parts, a replacement product, or a refund where applicable.

6. Replacement

Where replacement is the appropriate solution, CherryF may provide replacement parts or a replacement product depending on the nature and extent of the issue.

Where possible, we will aim to provide the fastest practical solution.

Replacement arrangements are subject to product availability and the circumstances of the approved claim.

7. Missing Parts, Components, or Manuals

If parts, tools, hardware, the assembly manual, the parts list, or other components are missing from your order, please contact us with your order number and the relevant details.

If an assembly manual or parts list is missing, please let us know and we will provide the available documentation.

For missing physical components or parts, CherryF may provide the missing component, replacement parts, or a replacement product depending on the nature of the issue.

8. Refunds

Where a refund is applicable, CherryF will process it in accordance with the applicable return conditions, the circumstances of the claim, and applicable UAE laws.

A refund may apply, for example, when:

  • An order is cancelled before it can be fulfilled or delivered, where applicable;

  • An order is confirmed to be lost in transit and cannot be successfully delivered;

  • The product received does not match the product description or specifications provided on the product page;

  • A refund is otherwise determined to be the appropriate resolution for the specific case.

In cases where replacement parts or a replacement product are the appropriate solution, CherryF will normally offer the applicable replacement solution rather than a refund.

Approved refunds will normally be issued to the original payment method used for the purchase.

Refund processing times may vary depending on the payment method and the customer's bank or payment provider.

Where appropriate, CherryF may require the relevant product to be returned and inspected before a refund is processed.

9. Non-Returnable Products

Certain products may not be eligible for return where their nature makes return inappropriate or where they are excluded by applicable law, including certain:

  • Perishable goods;

  • Custom-made or personalized products;

  • Personal care products;

  • Hazardous materials, flammable liquids, or gases;

  • Other products specifically excluded by applicable law.

Nothing in this section limits any mandatory consumer rights that may apply to defective, damaged, unsafe, or incorrectly supplied products.

10. Return and Collection Costs

If a replacement is approved and the original product needs to be returned, CherryF will arrange the collection of the original item.

Customers will not be charged for the collection of an approved replacement.

Customers should not arrange or pay for a return shipment without first contacting CherryF and receiving instructions from our team.

11. Product Information Before Purchase

Before placing an order, we strongly recommend reviewing the product information provided on the relevant product page carefully, including:

  • Product dimensions;

  • Materials;

  • Color and finish;

  • Product specifications;

  • Package contents;

  • Number of packages;

  • Assembly requirements and information;

  • Any other important product-specific information.

If you have any questions about a product before purchasing, please contact us and we will be happy to assist you.

12. How to Contact Us

For return, replacement, refund, damage, defect, missing-part, or order-related requests, please contact:

Email: cherry@cherryf.com
WhatsApp: +971 50 299 1447

Please include your order number and the relevant details and photographs so that our team can assist you as quickly as possible.

13. Our Commitment

We aim to handle every customer request fairly, efficiently, and transparently.

Nothing in this policy is intended to limit or exclude any consumer right that cannot legally be excluded under the applicable laws of the United Arab Emirates.