Refund policy
Return & Refund Policy
We want you to be satisfied with your purchase. If you experience any problem with your order, including damage, defects, missing parts, incorrect items, installation-related questions, or delivery issues, please contact us as soon as possible at HasruddinOmair@gmail.com before taking further action or returning any product.
We will make reasonable efforts to review the issue and provide an appropriate solution as quickly as possible.
1. 14-Day Return Period
We accept eligible return requests made within 14 calendar days after the date you receive your order.
If you wish to return or exchange an item, please contact us within this period at HasruddinOmair@gmail.com before sending the product back.
Please do not return any product without contacting us first. We need to confirm your order information, the reason for the return, and provide the appropriate return instructions.
The 14-day voluntary return period does not limit any statutory rights you may have for defective, faulty, damaged, or non-conforming goods under applicable consumer law.
2. Return Eligibility
For a standard change-of-mind return under our voluntary return policy, the product should generally:
-
Be in the same or substantially the same condition as when received;
-
Be unused and not permanently installed;
-
Not have been damaged, modified, altered, rewired, cut, or customized by the customer;
-
Include all original accessories, components, mounting hardware, manuals, and other supplied parts;
-
Be returned in its original packaging whenever reasonably possible;
-
Include your order number or another valid proof of purchase.
Because lighting products may require installation and electrical connection, we strongly recommend inspecting the product carefully before permanent installation, cutting wires, modifying components, or disposing of the packaging.
If you notice any issue, please stop installation where reasonably possible and contact us immediately at HasruddinOmair@gmail.com.
These conditions do not override mandatory consumer rights, including rights relating to defective or non-conforming products.
3. How to Request a Return or Exchange
To request a return or exchange, please email:
Please provide, where applicable:
-
Your order number;
-
Your full name;
-
The product involved;
-
The reason for your return or exchange request;
-
Clear photos or videos if the item is damaged, defective, incorrect, or missing parts.
Please contact us as soon as you discover a problem. The sooner we receive complete information, the sooner we can review the issue and provide a solution.
Once your request has been reviewed, we will provide you with the appropriate return instructions and designated return destination if a physical return is required.
Do not send a return to an address obtained from the package, website company registration information, or another source unless we specifically confirm that address for your return.
4. Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as reasonably possible after delivery.
If your item:
-
Arrives damaged;
-
Has a manufacturing defect;
-
Does not function as reasonably expected;
-
Is materially different from the product ordered;
-
Is the wrong product, model, color, or specification;
-
Has important parts or accessories missing;
please contact us as soon as possible at HasruddinOmair@gmail.com.
Please provide your order number together with photos or videos showing the issue whenever possible.
Please keep the product, original packaging, shipping label, and packaging materials until the issue has been resolved, especially in cases involving transportation damage.
Once we confirm that the issue is our responsibility, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include:
-
Replacement parts;
-
Replacement of the product;
-
Repair;
-
Partial refund;
-
Full refund;
-
Other appropriate remedies required by applicable consumer law.
Where a return is required because the product is defective, damaged during transportation, materially incorrect, or otherwise our responsibility, we will bear or reimburse reasonable return shipping costs where required by applicable law.
5. Change-of-Mind Returns
If you simply change your mind, order the wrong product, choose the wrong specification, or no longer want the item, you may request a return within the applicable 14-day period provided that the product meets our return conditions.
For change-of-mind returns where the product is not defective and we are not responsible for the reason for return, the customer is generally responsible for the direct cost of return shipping, unless applicable law provides otherwise.
International return shipping costs may vary depending on the product size, weight, customer's country, carrier, and return location.
For this reason, please contact us before arranging any return shipment.
6. Exchanges
If you would like to exchange an eligible item, please contact us within 14 days after delivery at:
Exchange requests are subject to product availability.
Depending on your location and the circumstances, we may arrange a replacement directly or ask you to return the original product before the replacement is sent.
If the exchange is due to a confirmed defect, damage, or error on our part, we will handle the relevant costs in accordance with applicable law.
7. Non-Returnable or Restricted Items
Unless required otherwise by applicable law, the following items generally cannot be returned under our voluntary change-of-mind return policy:
-
Custom-made, made-to-order, or clearly personalized products;
-
Products that have been materially modified or altered by the customer;
-
Products damaged due to misuse, improper installation, unauthorized modification, or customer-caused damage;
-
Lighting products whose electrical components or wires have been materially altered, cut, or rewired, except where mandatory consumer law provides otherwise.
This section does not remove or limit your legal rights if the product itself is defective, faulty, damaged, or non-conforming.
8. EU and EEA Customers – 14-Day Right of Withdrawal
If you are a consumer in the European Union or European Economic Area and applicable consumer law applies to your purchase, you generally have the right to withdraw from an eligible online purchase within 14 days without providing a reason.
For goods, the withdrawal period generally begins when you, or a person designated by you other than the carrier, receives the goods.
To exercise this right, please notify us clearly of your decision to withdraw before the deadline by contacting:
After notifying us, please follow the return instructions we provide.
For eligible non-defective EU/EEA withdrawals, the customer generally bears the direct cost of returning the goods unless we agree otherwise or applicable law requires us to bear the cost.
Where required by law, we will reimburse the purchase price and the cost of the least expensive standard delivery method originally offered.
If you selected a premium or express shipping method, additional shipping costs above the standard delivery cost generally do not need to be refunded unless required by applicable law.
You are responsible only for any diminished value resulting from handling the product beyond what is reasonably necessary to establish its nature, characteristics, and functioning.
Nothing in this Policy limits the mandatory rights available to EU or EEA consumers.
9. United Kingdom Customers
UK customers purchasing online may have statutory cancellation rights in addition to this Policy.
Generally, eligible customers may notify us that they wish to cancel within 14 days after receiving the goods and then return the goods within the period required by applicable UK law.
If you wish to cancel or if there is any problem with your order, please contact us promptly at:
Nothing in this Policy limits any mandatory rights available to UK consumers regarding faulty, damaged, misdescribed, or non-conforming products.
10. Refunds
Once we receive and inspect an eligible returned item, we will notify you of the outcome of your return.
If your refund is approved, it will normally be issued to the original payment method.
For voluntary returns, we generally aim to initiate approved refunds within 5 business days after completing our inspection of the returned product.
For EU, EEA, UK, or other customers whose local consumer laws impose a specific refund deadline, the legally required deadline will apply instead.
After we issue a refund, your bank, credit card company, PayPal, Shopify Payments, or another payment provider may require additional time to credit the funds to your account.
If you believe your refund is delayed or you have not received it after we confirmed that it was issued, please contact us promptly at HasruddinOmair@gmail.com so that we can investigate the issue.
11. Original Shipping Charges
For ordinary change-of-mind returns, original shipping charges are generally non-refundable unless applicable law requires otherwise.
For EU/EEA and UK statutory withdrawals, standard outbound delivery costs will be refunded where required by applicable law.
For defective, damaged, or incorrect products, shipping costs will be handled in accordance with applicable law and the circumstances of the case.
12. Order Cancellation Before Shipment
If you need to change or cancel an order, please contact us as soon as possible at HasruddinOmair@gmail.com.
We will make reasonable efforts to stop or modify the order before shipment, but we cannot guarantee that changes or cancellations will be possible once processing or fulfillment has begun.
If an order has already shipped, your applicable return or statutory withdrawal rights will continue to apply.
13. Return Shipping Instructions
Please do not send any product back without contacting us first.
After reviewing your return request, we will provide the appropriate return instructions and, where required, the designated return destination.
Returns sent without prior communication or to an incorrect address may cause delays in identifying and processing your return.
We recommend using a trackable shipping method and keeping your shipping receipt and tracking information until your return has been fully resolved.
14. Contact Us
If you have any questions or problems with your order, please contact us as soon as possible.
Email:
HasruddinOmair@gmail.com
Company:
Cherrycom Worldwide SL
VAT Number:
B01965813
Registered Company Address:
3 Resurrection Street, Getafe 28, Madrid, 28091, Spain
This registered company address is not a return address. Please contact us before returning any product.
We encourage customers to contact us first whenever a problem occurs. In many cases involving damaged products, missing parts, installation questions, or product issues, we may be able to provide a solution without requiring the customer to send the entire product back.
15. Governing Law
These Terms and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Spain.
Where you are a consumer, this provision does not deprive you of any mandatory consumer protection rights available to you under the laws applicable in your country or region that cannot legally be excluded by contract.