1.  OVERVIEW

This Refund & Cancellation Policy explains how Cherizo (“we”, “us”, “our”) handles order cancellations, returns, replacements, and refunds for purchases made through our official website https://cherizo.com and authorised e-commerce platforms.

This Policy applies to all customers (“you”, “your”, “user”, “customer”) who purchase physical products from Cherizo. It is an integral part of our Terms & Conditions and should be read together with our Privacy Policy and other policies, which governs how your data is processed during refunds or cancellations.

By placing an order, you acknowledge that you have read, understood, and agree to the terms of this Policy.

Note: Our Refund & Cancellation Policy is subject to change at any time without notice. To make sure you are aware of any changes, please review this policy periodically.

2.  DEFINITIONS

·  Order – A confirmed purchase placed on website or affiliated platforms.

·  Customer – The individual or entity placing an order with Cherizo.

·  Item(s) – The products sold and delivered by Cherizo.

·  Personalized/Customized Product – An item made specifically to customer instructions (e.g., photo frames, resin items, name tags etc.).

·  Defective Item – An item that has a manufacturing fault or does not function as intended.

·  Damaged in Transit – A product that arrives visibly broken, leaking, or otherwise damaged due to shipping.

·  Return Window – The period within which a return or defect must be reported (48 hours from delivery).

·  Cancellation Window – The period within which an order may be cancelled before production or dispatch.

·  Refund – The amount returned to the customer after cancellation or approved return.

·  Replacement – A new product sent in exchange for a defective or damaged item.

·  Store Credit/Voucher – A redeemable balance or coupon issued instead of a direct refund (with consent).

3.  GENERAL REFUND & CANCELLATION PRINCIPLES

·  Cherizo follows fair, transparent, and consumer-friendly practices in compliance with the Consumer Protection Act, 2019 and applicable e-commerce regulations.

·  Refunds, returns, and cancellations are handled promptly and reasonably, balancing customer satisfaction with the nature of handmade, personalized products.

·  For privacy and data security, refund-related information is processed in accordance with our Privacy Policy and Digital Personal Data Protection Act, 2023.

·  Refunds are issued only to the original payment source wherever possible.

4.  PRODUCT CATEGORY–SPECIFIC RULES

4.1  Handmade & Personalized Gifts

·  These items are non-cancellable and non-refundable once production begins, as they are made to order and personalized for each customer.

·  Production beginseither upon (a) order confirmation, or (b) receipt of customization inputs (text, photo, colour choice), whichever occurs first.

·  Refunds are permitted onlyin cases of verified damage, defect, or significant deviation from the description.

4.2  Resin Products / Customer-supplied Materials

·  Minor bubbles or texture variations are natural and not defects unless they materially affect appearance or function.

·  If customer-provided materials (photos, garlands, keepsakes) are lost or damaged in transit, Cherizo will not be liable for their intrinsic or sentimental value.

·  Refunds or replacements are provided only where the resin item itself is defective or damaged upon arrival.

4.3  Craft Supplies & Raw Materials

·  Eligible for return within 2 days of delivery if unopened, unused, and in original condition.

·  Used, opened, or altered supplies are not eligible for return due to hygiene and quality control reasons.

4.4  DIY Kits, Scented Candles, Stickers & Home Decor

·  Returns accepted only if defective or damaged in transit.

·  Minor colour or scent variations in handmade candles are not considered defects.

·  Stickers or decals once peeled or applied are non-returnable.

4.5  Gift Hampers & Bundles

·  Hampers or bundles must be returned as a whole set; individual components cannot be returned separately unless defective.

5.  CANCELLATION POLICY & TIMELINES

·  Order Cancellations (Non-customized items): Cancellations are accepted within 24 hours of placing the orderor before dispatch, whichever is earlier.

·  Personalized / Customized Items: Once production has begun or materials have been ordered, cancellations are not permitted.

·  How to Cancel: Email your cancellation request to s.gupta98@outlook.com with your Order ID and reason. We will acknowledge receipt within 48 hours.

·  Rejection of Cancellation: Cancellation requests received after dispatch or after production starts will be declined.

6.  RETURNS — ELIGIBILITY, TIMEFRAMES & CONDITION

·  Return requests must be raised within 48 hours of delivery by emailing support with photos/videos as evidence.

·  Returned items must be unused, in original packaging, and accompanied by an invoice copy.

·  Returns are accepted only if:

·  Item is damaged in transit

·  Item is defective or not as described

·  Wrong item delivered

Non-returnable items:
Personalized products, opened craft supplies, used candles, hygiene-sensitive goods, and downloadable or digital files.

Return Shipping Costs:

· Cherizo bears return shipping for verified defective/damaged items or incorrect deliveries.

· For customer-initiated returns (where permitted), shipping costs are borne by the customer.

International Returns:
International buyers must ship items back at their cost. Cherizo is not responsible for customs duties or taxes incurred during return shipping.

7.  INSPECTION & APPROVAL PROCESS

·  Once the returned item reaches Cherizo, it is inspected within 2–5 business days.

·  Outcomes after inspection:

· Approved: Replacement, repair, or refund initiated.

· Rejected: Item found used, tampered, or without valid defect evidence.

Evidence Required:

Clear photos/videos showing damage or defect, courier packaging, invoice, and unboxing video (where possible).

Failure to provide adequate proof may delay or invalidate the claim.

8.  REFUND METHODS & TIMELINES

·  Refunds are issued to the original payment method wherever possible.

·  If the original method is unavailable, Cherizo may issue a store credit or bank transfer (with customer consent).

·  Refunds are issued within 2–5 business days after approval; bank or payment gateway settlement may take an additional 7–14 business days.

Refundable components:

·  Product cost (excluding non-recoverable gateway or shipping fees, unless item was defective).

·  Taxes included in the sale price will be refunded proportionally.

Partial Refunds:
If part of an order is defective, Cherizo may issue a prorated refund.

Cash On Delivery (Cod) Refunds & Cancellations

·  COD Order Eligibility

·  COD available only for eligible pin codes and order values shown at checkout.

·  COD orders confirmed only after verification by Cherizo.

·  COD Cancellations (Before Dispatch)

·  COD orders cancellable within 24 hours of placement or before dispatch, whichever is earlier.

·  Once dispatched, COD orders cannot be cancelled. Refusals post-dispatch are treated as Return to Origin (RTO).

·  COD Refusals & RTO Handling

·  Refused or failed COD deliveries (e.g., unreachable customer, incorrect address) will result in RTO.

·  Future COD eligibility may be restricted.

·  Two-way courier costs (outbound + return) may be deducted from future refunds or store credits.

·  Refunds for COD Orders (Returns or Cancellations)

·  COD refunds are processed via NEFT/IMPS or other approved electronic methods.

·  Customers must email bank details (Name, Account No., IFSC) to s.gupta98@outlook.com.

·  Refund initiation: 2–5 business days post-approval; credit time: 7–14 business days (bank-dependent).

·  Refund confirmation and reference ID provided upon initiation.

·  Verification & Fraud Prevention

·  Cherizo may verify COD orders via call or email.

·  Fake addresses or repeated refusals may result in COD suspension or account review.

·  Non-refundable Components

·  Shipping, handling, or COD collection fees are non-refundable unless item was defective or incorrect.

·  Customer Responsibilities

·  COD return claims follow the same return and inspection procedure (Sections 6 & 7).

·  COD refunds processed only after verified inspection.

9.  REPLACEMENTS & REPAIRS

·  If a replacement is available, it will be dispatched within 2–5 business days after inspection approval.

·  If the product is out of stock, a full refund or store credit will be issued instead.

·  Repairs may be offered for minor issues instead of full replacements.

10.  CHARGEBACKS & DISPUTE HANDLING

·  Customers are encouraged to contact Cherizo before initiating a chargeback with their payment provider.

·  Cherizo will acknowledge disputes within 48 hours and aim to resolve them within 15 business days.

·  In case of chargebacks, Cherizo reserves the right to submit proof of delivery, correspondence, and transaction evidence to the payment processor.

·  Fraudulent chargebacks or misuse of refund policies may result in account suspension or legal action.

11.  RETURN PICKUP & LOGISTICS

·  Return pickups are scheduled via Cherizo’s courier partners wherever available.

·  Customers must ensure the product is securely packed to avoid transit damage.

·  For self-shipped returns, customers must use a trackable shipping service and share the tracking details with Cherizo.

·  Cherizo is not responsible for return items lost in transit without proof of delivery.

12.  SPECIAL CIRCUMSTANCES

·  Corporate or Bulk Orders: Once confirmed, bulk/custom orders are non-cancellable and non-refundable except for verified defects.

·  Seasonal/Festive Products: Items made for specific festivals (e.g., Diwali, Christmas etc.) are non-returnable after the event date.

·  Pre-orders / Made-to-order Products: Non-cancellable once production commences.

13.  EVIDENCE & PRESERVATION

Customers must preserve:

·  Original packaging and invoice

·  Photos/videos showing product condition

·  Courier label and unboxing footage (if applicable)

Cherizo may request the return of goods before approving any refund. Failure to provide evidence or cooperate in verification may affect eligibility.

14.  EXCEPTIONS & DISPUTE RESOLUTION

Cherizo may, at its discretion, offer goodwill refunds or replacements beyond policy scope.

All disputes arising from this Policy are subject to the Pre-Litigation Mediation and Bengaluru court jurisdiction clauses outlined in our Terms & Conditions.

15.  DATA HANDLING DURING REFUNDS

During refund or dispute resolution, Cherizo may process limited personal and transactional data (such as contact details, payment reference IDs) in accordance with our Privacy Policy and DPDP Act, 2023.

No card or payment credentials are ever stored by Cherizo.

16.  CONTACT & HOW TO RAISE A CLAIM

To request a refund, cancellation, or report a damaged/defective product, please email:

Subject line: “Refund/Return Request – Order #[Order ID]”
Include:

Order ID

Description of issue

Photos/videos as evidence

Invoice copy

Contact details:
Email: s.gupta98@outlook.com
Phone: +91 7483093192
Registered Office: Cherizo, WeWork Embassy TechVillage, Block L, Devarabisanahalli, Outer Ring Rd, Bellandur, Bengaluru – 560103, India

We acknowledge claims within 48 hours and aim to resolve them within 2–5 business days.

17.  GOVERNING LAW & EFFECTIVE DATE

This Policy is governed by the laws of India. All disputes are subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka.

18.  HELPFUL TEMPLATES

·  Refund Request Email Format

Subject: Refund Request – Order #[Order ID]

Hello Cherizo Team,

I received my order on [date] and would like to request a refund/return due to [reason].

Attached are photos/videos of the issue and the invoice copy.

Please confirm next steps.

Thank you,

[Full Name]

[Contact Number]

·  Cancellation Request Email Format

Subject: Order Cancellation Request – Order #[Order ID]

Hello Cherizo Team,

I placed an order on [date] and would like to cancel it before production/shipping.

Please confirm if the cancellation is possible.

Thank you,

[Full Name]

[Contact Number]

·  Return Shipment Checklist

· Pack product securely in original packaging

· Include invoice copy and note with order ID

· Seal properly to prevent damage

· Keep courier receipt and tracking ID