Refund policy

 

 

At Cherry Cargo, we aim to ensure a smooth and reliable delivery experience. 
However, if something goes wrong, here’s everything you need to know about cancellations, damages, delays, lost parcels, and returns.

I want to cancel my order

For cancellation requests, please contact us on orders@cherrycargo.eu

Order arrived damaged

All shipments are fully insured against loss and damage in transit (see Shipping Policy – Insurance and Risk Transfer).
If your item arrives damaged, you must notify us within 3 days of delivery and provide photos documenting the issue.
Once the claim is verified, we will work with you to find the most suitable solution. Depending on availability and your preference, this may include:

  • a full refund,
  • a mutually agreed partial refund reflecting the reduced value of the item, or
  • a replacement item.

Order is severely delayed

Based on statistical data from 2022.-2025.:

  • 92% of orders arrive within the stated delivery estimate
  • 98% of orders arrive within 30 days of dispatch

If your order has not arrived within 60 days of dispatch, you are entitled to a refund of applicable shipping costs.

We are not responsible for delays caused by customs clearance or import procedures, as per EU Directive 2011/83/EU on Consumer Rights.

Order is lost in transit

Based on statistical data from 2022.-2025., only 1 in every 550 packages is lost in transit (0.18%)

If your order has not arrived within 90 days of dispatch, you are entitled to a refund for the undelivered items, including shipping where applicable.

I want to return my order

EU
14 day return policy

As per Directive 2011/83/EU of the European Parliament, EU consumers have the right to withdraw from their purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, notify us in writing within 14 days, and return the goods within the following 14 days.
Return shipping costs are borne by the customer.
Refunds are processed within 14 days of receiving the returned goods, provided they are in their original condition.
A reduction in refund may apply if the goods show signs of handling beyond what is necessary to establish their nature, characteristics, and functioning.
The right of withdrawal does not apply to custom-made or clearly personalized items, business orders, or other exclusions defined by EU consumer law.

Rest of the world
7 day return policy

Customers outside the EU may return their order by dispatching the return shipment within 7 days of delivery. A valid tracking number must be provided to us within the same period as proof of dispatch. Return shipping costs are borne by the customer. Refunds are processed after we receive and inspect the goods. If items are damaged or show signs of use during return transport, the refund will be reduced to reflect the diminished value. The 7-day return option does not apply to business orders, custom-made or clearly personalized items.

Failure to receive package

All of our packages are trackable, and we strongly advise buyers to monitor tracking updates regularly.

If a buyer is unavailable at the time of delivery, local carriers typically offer either a second delivery attempt or the option to collect the package from a nearby facility. Packages are usually held for 7 to 21 days, depending on the carrier’s terms. Failure to collect the parcel within this window, or refusal to pay import duties or taxes, may result in the package being returned to us.

In such cases, initial shipping costs as well as the return shipping costs are non-refundable. A refund for the item may be issued once the package is returned to us, deducted  by a 15% restocking fee.

Wrong or incomplete address

Buyers are responsible for ensuring that the shipping address provided at checkout is correct. We cannot be held liable for delays or failed deliveries caused by incorrect or incomplete addresses.



 

For cancellations, claims, returns, or general questions, please contact us at orders@cherrycargo.eu.