Returns and Order Cancellations (EU Customers)

Under the European Union Consumer Rights Directive, customers residing in the European Union (EU) or European Economic Area (EEA) have the legal right to cancel or return their order within 14 days without giving any reason.

1. 14-Day Right of Withdrawal (Order Cancellations)

You have the right to cancel your order within 14 days from the day you, or a third party indicated by you (other than the carrier), receive the physical goods.

  • How to Exercise Your Right: To cancel your order, you must inform us of your decision by sending a clear statement via email to [qzebang@gmail.com] before the 14-day period expires.

  • Effect of Cancellation: If you cancel your contract before dispatch, we will reimburse all payments received from you, including the costs of standard shipping, without undue delay and no later than 14 days from the date we receive your cancellation notice.

2. EU Return Policy

If you have already received the item and wish to return it under your 14-day right of withdrawal:

  1. Notification: Notify us via email at [qzebang@gmail.com] within 14 days of receiving your package.

  2. Return Shipping: You must send back the goods without undue delay and no later than 14 days after notifying us of your cancellation.

  3. Condition of Items: To be eligible for a full refund, returned items must be unused, in their original condition, and in their original packaging (including all accessories and internal protective materials).

  4. Return Shipping Cost: Unless the item arrived damaged, defective, or incorrect, the customer is responsible for the direct cost of returning the goods back to us.

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

  • Custom-made, personalized, or made-to-order items.

  • Items that have been visibly used, altered, or damaged after delivery.

4. Refunds for EU Orders

Once your returned package is received and inspected at our warehouse, we will notify you via email. If approved, your refund will be processed back to your original payment method (e.g., Credit Card, PayPal) within 14 days.

5. Contact Us for EU Returns

If you have any questions regarding your cancellation or return options under EU law, please contact our support team:

  • Email: qzebang@gmail.com

  • Brand: CherishToy

  • Parent Company: CHERISHQZB LLC