Overview

This Returns and Refunds Policy explains how you can return products bought from the Cherry & White online shop at https://cherry-white.co.uk, and how we handle refunds and exchanges. It applies to orders placed through our website and delivered within the United Kingdom.

We want you to be satisfied with your purchase. If something is not right, please contact us and we will help put it right.

Change of Mind Returns

If you change your mind about a purchase, you may request a return within 14 days of receiving your order, subject to the conditions set out below.

Before returning any item, please contact us at enquiries@cherry-white.co.uk or +44 (0)1452 764702 and quote your order number. We will provide a Returns Authorisation and return instructions.

Unauthorised returns may be refused.

We may accept returns of standard stocked items where:

• The return is requested within 14 days of delivery.
• The goods are unused, undamaged and in a resaleable condition.
• The goods are returned complete with all original packaging, accessories, manuals and documentation.
• The goods have not been installed, configured, commissioned or modified.

Approved change of mind returns are subject to a restocking charge of 15% of the item value, which will be deducted from the refund.

Customers are responsible for all return shipping costs and the safe return of goods.

Non-Returnable Items

Unless faulty or supplied incorrectly, we do not accept returns of:

• Cut-to-length cable, fibre or similar products.
• Bespoke, customised or made-to-order products.
• Special-order or non-stock items sourced specifically for a customer.
• Products which have been installed, configured, commissioned or used.
• Products that are not in a resaleable condition.
• Products returned without all original packaging and components.

Faulty, Damaged or Incorrect Goods

If your order arrives faulty, damaged or incorrect, please notify us as soon as reasonably possible and provide your order number together with photographs where available.

Where a fault or supply error is confirmed, we will, at our discretion:

• Repair the goods;
• Replace the goods; or
• Provide a refund.

No restocking charge will apply to faulty, damaged or incorrectly supplied goods.

We will reimburse reasonable return shipping costs where a fault or supply error is confirmed.

Delivery Charges

Original delivery charges are not refundable on returned goods.

The only exceptions are:

• Where goods are faulty, damaged or incorrectly supplied by us; or
• Where a consumer validly exercises their statutory cancellation rights under applicable consumer legislation.

Where a consumer exercises their statutory cancellation rights, we will refund the cost of our standard delivery service only.

Any additional charges paid for premium, express, next-day, timed, weekend or other upgraded delivery services are non-refundable.

Return shipping costs remain the responsibility of the customer unless the goods are faulty, damaged or incorrectly supplied.

Refunds

Refunds will be processed to the original payment method used for the purchase.

Once returned goods have been received and inspected, we will notify you whether your return has been approved.

Approved refunds will be processed within a reasonable time following inspection of the returned goods.

We reserve the right to reduce any refund where returned goods have been used, damaged, altered, are incomplete, or show signs of handling beyond that reasonably necessary to inspect the goods.

Any applicable restocking charge will be deducted before the refund is issued.

Business Customers

Consumer cancellation rights apply only to individuals purchasing for personal use.

Where goods are purchased in the course of a trade, business or profession:

• No automatic right of return applies for non-faulty goods.
• Returns are accepted solely at Cherry & White’s discretion.
• Restocking, collection, inspection and carriage charges may apply.
• Original delivery charges are non-refundable.

Statutory Rights

Nothing in this policy affects any rights you may have under applicable consumer protection laws. Consumers retain all statutory rights relating to faulty, misdescribed or non-conforming goods.

Contact us

Cherry & White Limited, 12 Olympus Park, Quedgeley, Gloucester, GL2 4NF, United Kingdom Email: enquiries@cherry-white.co.uk Telephone: +44 (0)1452 764695