Refund policy
The Cheerees Last updated: 14-Agu-2026
At The Cheerees we want you to love what you ordered. If something isn't right, we're here to help.
Please read this policy carefully — it explains your rights, what we cover, and what we ask of you.
1. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
A major failure means the product:
- has a problem that would have stopped you buying it, had you known about it
- is significantly different from the description or sample shown
- is substantially unfit for its usual purpose and cannot easily be fixed within a reasonable time
- is unsafe
Nothing in this policy limits or replaces these rights.
2. Faulty, damaged, or incorrect items
If your item arrives damaged, defective, or is not what you ordered, we will make it right at no cost to you — you choose a full refund or a free replacement.
To make a claim, contact us within 7 days of delivery at [support@thecherees.com] with:
- your order number
- clear photos or a short video showing the issue
- a photo of the shipping label / outer packaging
We aim to respond within 2 business days.
You will not need to return the item to us in most cases. We'll assess the photos and arrange your refund or replacement directly.
Why we ask for photos: it lets us resolve your claim in days rather than weeks, and helps us hold our suppliers accountable.
3. Change of mind returns
We understand that sometimes an item just isn't right for you.
We accept change-of-mind returns within 14 days of delivery, provided the item is:
- unused, unworn, and in its original condition
- in its original packaging with all tags and accessories included
Please note for change-of-mind returns:
- You are responsible for the return shipping cost
- We recommend a tracked service — we can't refund items that don't reach us
- Your refund will be issued to the original payment method within 5 business days of us receiving and inspecting the item
- Original shipping costs (where paid) are not refunded
To start a change-of-mind return, email [support@thecherees.com] with your order number before sending anything back. We'll send you the return address.
Change-of-mind returns are offered as a courtesy and are separate from your rights under the Australian Consumer Law.
4. Items we cannot accept for change of mind
For health, hygiene, and safety reasons, the following cannot be returned for change of mind once opened or if the hygiene seal is broken:
- Earbuds, headphones, and other in-ear devices
- Skincare, cosmetics, and personal care items
- Electric toothbrushes, beard trimmers, and grooming devices
- Underwear, swimwear, and intimate apparel
- Water bottles, protein shakers, and food-contact items
- Baby bottles, teats, and feeding products
This does not affect your rights if the item is faulty. If any of the above arrives damaged or defective, section 2 applies in full.
5. Delivery times
Our products are shipped directly from our supplier network. Estimated delivery times are shown on each product page.
Typical delivery to Australia and the United States is 7–20 business days, depending on the item. Some products — particularly liquids such as serums, moisturisers, and fragrances — travel on restricted air freight lines and can take up to 35 business days.
We show the estimated delivery window on every product page before you buy. Please check it at checkout.
If your order has not arrived within 45 business days of dispatch, contact us and we will refund or replace it in full.
6. Cancellations
You may cancel your order for a full refund within 12 hours of placing it, provided it has not yet been dispatched.
After dispatch, the order cannot be cancelled, but you may still return it under section 2 or 3 above.
7. Refund processing
Approved refunds are issued to your original payment method.
- We process refunds within 5 business days of approval
- Your bank or card provider may take a further 3–10 business days to show the funds
- We do not offer store credit in place of a refund where you are entitled to one
8. For customers in the United States
If you are a California resident, you have rights under California law, including the right to cancel certain purchases. Nothing in this policy limits any rights you have under applicable US federal or state consumer protection law.
Sections 2, 3, 5, 6, and 7 above apply to US customers on the same terms.
9. Contact us
Email: support@thecherees.com Response time: within 2 business days Business: The Cherees, , Australia
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