Return policy

Refund Policy

1. General Policy Overview

At Cherepan.store, we are committed to transparency in all transactions. Please read this policy carefully, as it outlines the conditions under which refunds may be granted.

Key Notes:

  • No Refunds or Returns by Default
    We do not accept returns or provide refunds for non-defective items unless required by law.
    Exceptions are strictly limited to the scenarios described in Section 2.

  • Final Sale Items
    Products marked as “Final Sale” on the product page are non-refundable and non-returnable under any circumstances.

2. Eligibility Criteria for Refunds

Refunds will only be considered under the following conditions:

  • Defective or Damaged Items

    • The product is non-functional, physically damaged, or materially different from the description on our website.
    • Damage must be reported within 48 hours of delivery and supported by clear photo/video evidence.

  • Incorrect or Missing Items

    • You received the wrong product, or parts are missing from your order.
    • Claims must be submitted within 7 days of delivery.

3. Steps to Request a Refund

Step 1: Submit a Refund Request
Contact Us Within 30 Days

  • Email
    Send a detailed request to [email protected], including:

    • Order number
    • Photos/videos clearly showing the issue (e.g., damaged packaging, defective product)
    • A brief description of the problem

  • Phone
    Call +1 860-232-4561 during business hours (Mon-Fri, 9 AM – 5 PM EST) to initiate the process.

Step 2: Await Approval
Our team will review your request within 2-3 business days and notify you via email. If approved, you will receive:

  • A pre-authorized return shipping label (if applicable)
  • Specific return instructions, including a dedicated return address

Important:

  • Do NOT ship items to our physical address (975 N Main St, West Hartford, CT 06117).
  • Returns sent to the wrong address will not be processed.

Step 3: Ship the Item

  • The item must be in its original packaging, including all accessories, manuals, and tags.
  • Use a trackable shipping method (e.g., UPS, FedEx) and retain the tracking number until the refund is processed.

4. Return Shipping & Associated Costs

  • Shipping Fees

    • You are responsible for return shipping costs unless the refund is due to:
      • Our error (e.g., wrong item shipped)
      • Defective/damaged items confirmed to be caused during transit
    • If we cover the shipping cost, a prepaid return label will be provided via email.

  • Restocking Fees

    • We do not charge restocking or handling fees.

5. Refund Processing Timeline

  • Inspection Period
    Refunds are processed within 5-7 business days after we receive and inspect the returned item.
    You will receive an email confirmation once the refund is initiated.

  • Refund Method
    Funds will be credited to the original payment method (credit card, PayPal, etc.).

  • Bank Processing Delays
    Depending on your financial institution, it may take 3-10 additional business days for the refund to reflect in your account.

6. Non-Refundable Situations

Refunds will not be granted for:

  • Customized Products

    • Items personalized according to customer specifications (e.g., engraved fixtures, custom sizes/colors).

  • User-Caused Damage

    • Products damaged due to improper installation, misuse, or accidents.

  • Incomplete Returns

    • Missing parts, original packaging, or proof of purchase.

7. Contact Information

For refund-related inquiries or assistance:

  • Email: [email protected] (responses within 1-2 business days)
  • Phone: +1 860-232-4561 (Mon-Fri, 9 AM – 5 PM EST)

Physical Address (Do NOT ship returns here):
Cherepan.store
975 N Main St, West Hartford, CT 06117

8. Policy Updates & Disputes

  • Policy Updates

    • This policy may be updated periodically, and any changes will be posted on this page with the updated effective date.

  • Dispute Resolution

    • If you disagree with a refund decision, please contact us via email to request further review.