At Cherished Promises, we take pride in providing high-quality wedding products designed to celebrate your special moments. However, if for any reason you are not fully satisfied with your purchase, we are here to help. Please carefully review our return and refund policies below.
1. Eligibility for Returns
- All returns must be initiated within 30 days of the purchase or delivery date.
- Items must be in their original condition, unused, and in the original packaging.
- Returns must include all accessories, inserts, and promotional items.
- A receipt or proof of purchase is required for all returns.
- Customized, personalized, or engraved wedding products, such as custom albums or accessories, are not eligible for return unless they arrive damaged or defective.
- Digital products, such as downloadable files, are not eligible for return.
2. Non-Returnable Items
The following items are not eligible for return:
- Personalized or customized products (e.g., custom wedding favors, engraved items)
- Digital products (e.g., e-books, downloadable content)
3. Refund Process
- Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, the refund will be processed and automatically applied to your original method of payment within 5-10 business days.
- Please note that original shipping costs are non-refundable, except in cases where the item was incorrect or defective.
4. Return Shipping
- Customers are responsible for paying their own return shipping costs, unless the item was damaged or incorrect upon arrival.
- We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
5. Shipping Damage or Loss
- We are not liable for items lost or damaged during shipping. If you receive a damaged item, please contact us immediately at office@cherishedpromises.com.
- We will assist you in contacting the shipping carrier and filing a claim if applicable. To expedite the process, please retain all packaging and take photos of the damaged product and packaging.
- For items that are damaged during shipping, we may offer a replacement or refund at our discretion after confirming the issue with the shipping carrier.
6. Shipping Insurance
- We automatically provide basic shipping insurance for all orders to cover potential damage or loss during transit.
- If you would like to purchase additional insurance for high-value items, please contact us at the time of your order.
7. Customer Responsibility for Incorrect Addresses
Please ensure that your shipping address is correct before placing an order. We are not responsible for items shipped to incorrect addresses provided by the customer.
8. Damaged or Defective Items
We take great care to ensure that your products arrive in perfect condition. However, if your order arrives damaged or defective:
- Please contact us within 7 days of receiving your order at office@cherishedpromises.com.
- We may request photographic evidence of the damage to expedite the refund or replacement process.
- Damaged or defective items are eligible for a free replacement, excluding original shipping fees.
9. Exchanges
- We do not accept exchanges as all of our items are personalized.
10. International Orders
- For international customers, you are responsible for return shipping fees.
- Please note that customs duties or taxes paid on your original order are non-refundable.
- International returns must also be initiated within 30 days of delivery.
11. Sale Items
- Sale and clearance items are final sale and are not eligible for return or exchange.
- Only regular-priced items may be refunded, unless the item is damaged or incorrect.
12. How to Initiate a Return
To initiate a return or exchange, please follow these steps:
- Contact us at office@cherishedpromises.com with your order number and reason for the return.
- We will provide you with a Return Authorization and shipping instructions.
- Ship the item back to us within 14 days of receiving the return instructions.
- Once received, we will inspect the item and notify you of the approval or rejection of your return
For any questions or further assistance, please don’t hesitate to contact us at office@cherishedpromises.com. We are here to help ensure your experience with Cherished Promises is as seamless and joyful as possible.