Returns + Refunds Policy

Returns & Refunds Policy

Last updated: July 2026

This Returns & Refunds Policy applies to Hey There Cherry Baby ("we", "us", "our").

Hey There Cherry Baby also trades as Cherrybaby and Cherry on Top Printables and publishes content through Cherry Pip.

We want you to be delighted with every purchase you make from us. This policy explains how returns, refunds and cancellations work across our different product ranges.

Nothing within this policy affects your statutory rights under UK consumer law.

1. Cancelling Your Order & Returning Eligible Items

Under the Consumer Contracts Regulations 2013, you generally have the right to cancel your order for most physical goods purchased online.

If you wish to cancel your order, you must notify us within 14 days of receiving your goods.

Once you have notified us, you have a further 14 days to return eligible items.

To qualify for a refund, returned items must:

  • Be unused.
  • Be in their original condition.
  • Be suitable for resale.
  • Be returned with their original packaging where reasonably possible.

The following items are not normally eligible for cancellation once supplied unless faulty or incorrectly described:

  • Wax melts and fragrance products.
  • Personalised or customised products.
  • Digital downloads.
  • Canva templates.
  • Other digital products where immediate access has been provided.

2. Handmade Products

Many of our products are handmade or produced in small batches.

As our wax melts are hand-poured, slight variations in colour, finish and appearance may naturally occur between batches.

Likewise, some handmade products may contain small variations or minor imperfections that form part of their individual character.

These natural variations do not affect product quality or performance and are not considered faults.

3. Wax Melts & Fragrance Products

For hygiene and product safety reasons, wax melts and other fragrance products cannot normally be returned once supplied unless:

  • They arrive damaged.
  • They are faulty.
  • You receive the incorrect item.

We cannot accept returns because of:

  • Personal fragrance preference.
  • Scent strength.
  • Differences in fragrance throw.
  • Differences caused by burner type, room size or ventilation.
  • Natural colour variation between handmade batches.

Used wax melts cannot be returned unless they are faulty.

4. Digital Downloads & Canva Templates

Digital products, including printable downloads and editable Canva templates, are supplied electronically.

By purchasing these products, you acknowledge that immediate access or download begins following payment.

As a result, you lose your statutory right to cancel under the Consumer Contracts Regulations 2013, except where required by law.

If you experience any problems accessing your files, please contact us and we will be happy to help.

📧 hello@cherrybaby.co.uk

5. Damaged, Incorrect or Missing Items

If your order arrives damaged or you receive an incorrect item, please contact us as soon as reasonably possible, ideally within 2 working days of delivery.

Please include:

  • Your order number.
  • Photographs of the item.
  • Photographs of the packaging where applicable.

This allows us to investigate the issue promptly and, where necessary, work with our delivery partners.

If your parcel appears to have been lost during delivery, please contact us and we will investigate with the courier before arranging an appropriate resolution.

6. Where to Send Returns

Please do not return any item without contacting us first.

We will provide the correct returns instructions for your order.

Products dispatched directly by Hey There Cherry Baby

Where a return is authorised, we will provide the appropriate returns address.

Products dispatched by our fulfillment partners

Many home décor items, accessories and curated products are dispatched directly by one of our trusted UK fulfillment partners.

Where a return is authorised, we will provide the correct returns address for that specific product.

Please do not return fulfillment partner products to our correspondence or business address unless we have specifically instructed you to do so, as this may delay your refund or result in your parcel being returned.

7. Return Postage

Unless an item is faulty or supplied incorrectly, customers are responsible for return postage costs.

We recommend obtaining proof of postage and, where appropriate, using a tracked delivery service.

We cannot accept responsibility for returned parcels that are lost during transit.

8. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

Where a refund is approved, it will be returned using your original payment method.

Refunds are usually processed within 5–10 working days, although the exact timing will depend on your payment provider.

Unless required by law, we do not refund:

  • Original delivery charges.
  • Gift wrapping services.
  • Digital downloads or digital products once access has been provided.

9. Exchanges

We do not normally offer direct exchanges.

If you would like a different product, the quickest option is usually to return the original item (where eligible) and place a new order.

10. Personalised & Customised Products

Personalised products, customised wedding stationery and bespoke items created specifically to your requirements cannot normally be cancelled, returned or exchanged unless they are faulty or not as described.

Please ensure all spelling, dates and personalisation details are carefully checked before approving or placing your order.

11. Order Changes & Cancellations

If you need to amend or cancel an order, please contact us as soon as possible.

We will always do our best to help.

However, once an order has entered production, fulfilment or dispatch, changes or cancellations may no longer be possible.

📧 hello@cherrybaby.co.uk

12. Your Consumer Rights

Nothing within this Returns & Refunds Policy affects your statutory rights under:

  • The Consumer Rights Act 2015
  • The Consumer Contracts Regulations 2013
  • Any other applicable UK consumer protection legislation

13. Contact Us

If you have any questions regarding returns, refunds or cancellations, please contact us:

Hey There Cherry Baby

📧 hello@cherrybaby.co.uk

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