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Thank you for purchasing our product via website www.cherryative.com.my.  Your satisfaction is our priority. If you are unhappy with the products you purchased from us please let us know.

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on June 2022

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate


Can I return a product?

Our returns policy gives you 14 days to cancel your order and arrange a return. This policy starts on the day after you receive the goods. Please ensure the items you are returning are unopened and in any original packaging. Unwanted goods need to be in a resalable condition. 

So what’s next? See the steps below for more information on how to return your goods.


What should I do if I receive an incorrect item?

We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.  


What should I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item. 

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

You can contact us at info@cherryactive.com.my. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.


How do I report a fault with my product?

Our aim is to ensure that the highest production standards are applied to each and every CherryActive order however we do accept that from time to time problems can occur.

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail. 

In order to do this we ask that you contact us at info@cherryactive.com.my. Please provide details of the fault and where possible attach pictures to your message.

The CherryActive team will review your message and aim to resolve within 24-48 hours.

 

How do I arrange a return?

Please contact us on 001 1664 7000 or info@cherryactive.com.my to arrange your return. 

We will need to know  your order number, the item you want to return and the reason for return. 

Please package the item securely and send to address;

CherryActive Asia Sdn Bhd
Suite# 781, G-0-10, Plaza Damas,
Jalan Sri Hartamas 1, Sri Hartamas,
50480 Kuala Lumpur
Malaysia

You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage is necessary as without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.

If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.


How is my return processed?

All products returned to us are checked and returns are usually processed within 7 working days of receipt..

If the returned item is to be refunded then we will process the refund back to the original account used to purchase the item.

If the returned item is to be replaced then you will receive a dispatch confirmation email once it is on its way to you.


Will you refund my postage costs?

We are more than happy to refund postage costs where the return is required due to our error. For instance;

  • If we sent you the wrong item

  • If the item is damaged or faulty

We will not refund postage costs for items where the goods are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

We will not refund postage costs for any item returned due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Thank you.