Refund policy
RIGHT OF WITHDRAWAL
You have the right to cancel or return your order within 14 days of receiving your item, for any reason and without justification.
ITEM CONDITION
To be eligible for a return, your item must be in the same condition as received: unworn, unwashed, and unused, with all tags attached, and in its original packaging. You will also need to provide your order ID (e.g. CH1001), which can be found in your order confirmation email, customer account or order history, as your proof of purchase.
- Swimwear & Hygiene Liners: For sanitary and health reasons, swimwear must be tried on over your own underwear. The protective hygiene liner must remain intact and completely attached to the garment. Returns with removed, re-attached, or damaged hygiene liners will be refused and are not eligible for a refund.
- Merchandise Integrity: Items must be free of any stains (including make-up, fake tan, lotions, or deodorant) and completely free of any odors (such as perfume, smoke, or laundry detergent).
We reserve the right to refuse any merchandise sent back to us that does not follow these guidelines.
HOW TO REQUEST A RETURN
To initiate a return, please log in to My Account and submit a return request, or contact us directly at info@cherial.com.
RETURNS FROM SHIPPING ZONES BE & NL
A pre-printed DHL return label is included inside every package shipped to Belgium and the Netherlands. If you wish to return your order, simply attach this label to your package and drop it off at your nearest DHL service point. A flat return fee of €6,95 will be deducted from your final refund upon usage of this label.
Please note that you are completely free to arrange and cover your own return shipment using a carrier of your choice, in which case the flat fee will not be deducted. If you arrange your own return, the package must be sent to our return address listed below.
RETURNS FROM OTHER EUROPEAN COUNTRIES (SHIPPING ZONES A, B, C & D)
Returns from outside Belgium and the Netherlands are not covered by our return label service. Customers from all other European countries (shipping zones A, B, C and D) are fully responsible for arranging, tracking, and covering the total costs of their own return shipment via a local postal service or carrier of their choice.
We highly recommend using a trackable shipping service, as we cannot be held responsible for returned items lost in transit. Your return is only considered received once it has been delivered and confirmed at our Belgian headquarters. All returns must be sent to Chérial at 11B Belgradostraat, 9000 Ghent, Belgium.
DAMAGES & ISSUES
Please inspect your order upon arrival. Contact us immediately at info@cherial.com if an item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
EXCHANGES
The most efficient way to ensure you receive your desired item, is to return the original purchase. Once the return is accepted, you may place a new, separate order for the replacement item.
REFUNDS
In accordance with EU consumer protection laws, if you decide to return your entire order, you are entitled to a full refund of the original purchase price including the initial standard shipping costs paid at checkout. However, please keep in mind that the flat return fee of €6,95 (for Belgium and the Netherlands) remains applicable and will be deducted from your final refund upon usage of the pre-printed DHL return label.
If approved, you will be automatically refunded via your original payment method within 10 business days. Please keep in mind that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@cherial.com.
