If you are unsatisfied with your purchase, we’re here to help. Please review the details below and submit a request for a replacement or refund using the contact form here.

Cherivo products are personalized and printed on demand, so each one is unique and cannot be returned unless the product is defective or damaged. If there is a problem with your order, rest assured that we will refund or replace the product and all shipping costs.

In the following cases, instead of returning the order, you can request arefund or a reshipment:

• Order cancellation: You can cancel your order within 2 hours of placing the order via Contact Us.

• Defective/damaged/incorrect item:You can request a replacement or a refund by File A Complaint via Contact Us. You should contact us within 20 days of receiving your order.

Note:
* Please remember to attach an image of proof in the contact form for a damaged/defective/incorrect item, without the proof, we refuse to handle the case.
* Please note that our exchange/refund policy is only valid within 20 days of receiving the item or 45 days of ordering. If you request an exchange or refund outside of this period, unfortunately, we are unable to provide you with an exchange or refund.

We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us). Please review your personalization information before submitting your order. Check spelling, names & options carefully. 

You are welcome to contact us here if you have questions about personalization, before placing your order. Understandably, orders only can be canceled or modified within 2 hours after being placed, as they are sent into production after that. 

Please understand that we are not responsible for customer errors such as spelling or grammatical errors, quality issues with original images, or order errors. Please review your order carefully before placing an order.

Shipping issues

If you get one of the shipping issues below, please contact us here to report the issue and request a refund or a replacement. 

• Order delayed: The tracking has not been updated for more than 10 business days for orders within the US and more than 30 days for international orders.
• The package was delivered to the incorrect address.
• The package was returned to its sender though the address was valid and correct.
• The post office provided a notice that the package was lost in the mail.
• The order arrived with the item(s) missing. 

We will be happy to either replace or refund the order in these cases above. 

Caution: 

• No refunds can be issued for orders delayed due to adverse weather conditions or any unforeseen circumstance that may affect our carriers. Thank you for understanding!
• We are not responsible if an order gets delivered to the wrong address/invalid address entry provided by customers.

Damaged or Low-quality Items

If the item(s) you received meets one of the conditions below, please contact us here to report the issue and request a refund or a replacement. Please remember to attach an image of proof in the contact form, without the proof, we refuse to handle the case.

1. The item received is incorrect or defective.
2. The item received is damaged/broken.

• Significantly different from the description or sample was shown to you. 

• Not what you ordered: If the item you received is totally different from what you ordered.

We will be happy to either replace or refund the order/item in these cases above. Please note that detailed photos are required for quality control purposes.

Caution: Our policy does not cover mistakes made by customers:

• Improper care, damages in use.  
• Aftermarket modification
• Incorrect selection of sizes, designs, colors, etc. Please review your order carefully before you check out to ensure your order is correct.
• Personal Reasons due to changed mind, personal taste, etc.
• Personalized items are one-of-a-kind, it cannot be returned unless it is defective or damaged.

Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

How to file a claim?

To file a claim, you need to contact us and provide all the following information (this is a must):

• Email address: <Your email address>
• Subject: <Type the subject>
• Type: <File a complaint>
• What is the issue with your order? <Choose the one that matches your specific issue>
• Request action: <Replace or Refund>
• Order number: <Your order number>
• Attached picture/video of proofs of the item(s) you received.

       Our support team will review the photos/videos you send of the defective item and if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs) and offer you a discount for reordering.

Note:

• The refund process may take up to 3-7 business days and will be issued via your original method of payment.
• Modifications are not allowed for replacement items.
• Remember not to return the item(s) you received in any case.