Refund policy

In-Store Returns Policy (online policy shown below)

If you change your mind about your purchase, please return the unused goods, complete with all packaging and the original till receipt, to us within 30 days and we will offer you an exchange or a credit note.

This does not affect your statutory rights, including your right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

  • EXEMPTIONS 

    • Exemption items that are non-returnable:

      • Gift Cards/Gift Vouchers

      • Unsealed CD’s/DVD’s/Blu-Rays/Console Games

      • Books

      • Food/Confectionary/Drinks

      • Plants & Molluscs

      • Underwear/Lingerie/Hosiery/Swimwear

      • Earrings

      • Cosmetics/Personal Grooming/Hygiene Products

      • Unsealed Mattresses/Duvets/Pillows

      • Unsealed Aggregates

      • Free Products/Prizes

Goods Purchased Online

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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 customercare@cherry-lane.co.uk. Please note that returns will need to be sent to the following address:

ONLINE RETURNS DEPARTMENT

QD DISTRIBUTION CENTRE

UNIT 1 HARLING ROAD INDUSTRIAL ESTATE

SNETTERTON

NORFOLK

NR16 2JU

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 customercare@cherry-lane.co.uk.


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

  • We cannot offer refunds or exchanges on the following:

    • Gifts Cards & Gift Vouchers

    • Goods that have been mixed inseparably with other items after delivery

    • Unsealed cosmetics, personal grooming and hygiene products

    • Unsealed console games, audio CD’s, DVD’s / Blu Rays media or films with the security seal, not in-tact.

    • Unsealed underwear, lingerie, hosiery and swimwear

    • Personalised items e.g. made to order furniture

    • Custom made products e.g. made to order

    • Unsealed mattresses, duvets and pillows

    • Perishable foodstuffs and beverages

    • Plants and molluscs

    • Installation services

    • Free items

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 customercare@cherry-lane.co.uk.