Refund policy
Cherit Privacy Policy
Last updated September 21 2023.
REPLACEMENT
- ORDER DAMAGED DURING DELIVERY Please follow the necessary instructions of the ´IMPORTANT´ - if it happened that your order’s item has been delivered broken follow these instructions please:
the buyer can apply for a complaint within 48 hours since receiving the order at the nearest exchange office or via online according to delivery provider and the complaint must be solved from the delivery provider's side in order to fulfill eventuall refund or replacement, the delivery service may ask you to provide photos of:
- Damaged package
- Damaged item
- Infill and protective materiál used such as bubble wrap
Follow further instructions for ¨Standard free shipping¨ or click on this link https://www.ceskaposta.cz/en/rady-a-navody/reklamace, which will lead you to similar text.
The complaint can be applied when:
- If you find out after delivery that the consignment has been damaged or a part of the content is missing, you may file a claim at any post office.
- In case of a domestic consignment, the claim must be filed at the latest two working days after delivery. The period may be shorter in case of certain types of international consignments.
- The consignment must be presented as delivered, i.e. inclusive of its outer and inner packages. You may also use other credible evidence (such as photographs clearly designating the consignment, showing the damaged packaging or a part of it, how the content was secured in the consignment, where the damage part of the content of the consignment was located, what the inner packaging looks like, especially in the place where the damaged content was located) to prove the “as delivered” condition.
Also the service may ask you to leave the consignment at the post office for a necessary period of time to be able to assess and ascertain all necessary facts to handle the claim properly.
For ¨Standard free shipping¨ provided by post a complaint can be applied for:
A claim or complaint may also be filed after the customs clearance of the consignment. You can use the PDF form (pdf, 251kB) too file such a claim or complaint concerning:
- The amount of the assessed customs duty or VAT;
- The fees charged by Czech Post;
- A delay in the processing of the consignment;
- Unauthorised proceedings by Czech Post;
- Double taxation (VAT paid at the time of purchase);
- Incorrectly assessed amount of customs duty for an order divided into several consignment.
What can be claimed:
- Non-delivery or late delivery of the consignment to the addressee;
- Non-delivery of the confirmed return receipt slip;
- Incorrectly completed return receipt slip;
- Non-delivery of the COD amount;
- Unjustified return of the consignment or return without indicating the reason for return;
- Damage or part loss of the content of the consignment delivered to the addressee abroad.
For more information you can fine the whole guide for this option here:
https://www.ceskaposta.cz/en/rady-a-navody/reklamace
WHAT WILL HAPPEN THEN
Based on the information received from the delivery service on a solvation of the applied comaplaint and once the conditions are fulfilled, we will contact you at the nearest possible time with such information and you can choose then immediately a replacement or a refund on that order, which will be processed at the nearest possible time.
- I DIDN’T GET MY ORDER WITHIN 21 DAYS SINCE SHIPPED:
It may happen when choosing ‚Standard Free shipping‘, although the delivery may take up to 45 days, yet usually takes about 10 days to overseas as well, may it exceed 21 days, please do not hesitate to contact us at cherithelpful@gmail.com, we will urge the delivery provider as soon as possible to deliver your order, should it happen that the package would be lossed, after receiving a confirmation form the dleivery service, we will contact you at the nearest possible time with such information and you can choose then immediately a replacement or a refund on that order, which will be processed at the nearest possible time.
REFUND can be fulfilled either once the concrete purchased item from our shop by a buyer is returned in it's original contition undamaged, when the buyer is reponsible for the return costs, or either after receiving an information about the package such as loss or other devaulation from the shipping provider. These information will be received from the shipping provider based on a solvation of a comaplaint applied from our side, a complaint can be as well applied by the buyer at the shipping provider within 48 hours. Once the conditions are fulfilled, we will proceed to a customer a refund usually within 1-3 days.
CANCEL ORDER
You may ask for cancelling the order before being shipped, please note that we can’t refund you the fee for payment, which goes to the payment service, we will otherwise fulfill the amount to be refunded.
An order that has already been shipped, can’t be canceled at that time, you may then return it, please follow the return instructions then.
RETURN can be fulfilled either once the concrete purchased item from our shop by a buyer is returned in it's original contition undamaged, when the buyer is reponsible for the return costs. After receiving the item, we will proceed to a buyer a refund within 1-3 days.
ORDER RETURNED TO A SELLER DUE TO EXPIRACY OF TIME POSSIBILITY TO PICK UP THE ORDER
This may happen, when the buyer choose as the delivery address a post box or any other pick up point, or either wasn’t available for delivery, so the package was stored at the pick up and the buyer missed the opportuinity to pick up the package at the time it was possible to be picked up. We will then contact you wether you wish to resend the package when a small extra charge may apply.