Refund policy

Cherry Lips Return & Refund Policy

Last Updated: 07/08/2025

At Cherry Lips, your satisfaction and safety are our top priorities. We’re committed to providing high-quality products and exceptional service while complying with Australian Consumer Law (ACL).

✅ Consumer Guarantees (Your Legal Rights)

In accordance with the Australian Consumer Law, you are entitled to a refund, replacement, or repair if a product you receive is:

  • Faulty or defective,
  • Unsafe,
  • Not as described,
  • Not fit for its intended purpose.

If a major fault is identified, you may choose whether you’d prefer a refund or replacement.

❌ Change-of-Mind Returns

Due to the intimate nature of our products, we cannot accept returns or exchanges for change-of-mind once a product has been opened or used. This is to maintain the highest standards of health and hygiene for all our customers.

If your item is unopened, unused, and in its original sealed packaging, we may accept a return as a gesture of goodwill within 14 days of delivery. Please note:

  • You must contact us before returning.
  • Proof of purchase is required.
  • Return shipping is at the buyer’s expense.

📦 How to Initiate a Return

To initiate a return or report an issue, please contact our team at:
📧 customercare@cherrylips.com.au
Include:

  • Your full name
  • Order number
  • Description of the issue
  • Photos or videos (if applicable)

We aim to respond within 1–2 business days.

🚚 Return Shipping

  • For faulty or misdescribed items, we’ll cover return shipping or arrange a replacement.
  • For eligible change-of-mind returns, customers must cover return shipping costs.

💳 Refunds

Approved refunds will be processed via your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank.

🔐 Important Notes

  • Items must not be tampered with or used in any way.
  • Products returned without prior approval will not be accepted.
  • Due to health regulations, certain items (e.g. used toys, opened lubricants or lingerie) cannot be returned under any circumstances, unless they are faulty.

If you have any questions about this policy, feel free to contact us via email or visit our website at www.cherrylips.com.au.