returns and refund

At Mystical Cherry, we strive to ensure your satisfaction with every purchase.  If you are unsatisfied with your order, please get in touch with our support team, and we will make every effort to assist you.  We have implemented the following refund policy to provide you with a clear understanding of our procedures:

Returns and Store Credit:

We offer a 30-day return policy and a 15-day store mug credit policy.  This means you have 30 days from the date of receiving your item to request a return, or you can request store credit within 15 days, specifically for mugs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To initiate a return request, please log in to your online account and submit the request directly.  Kindly provide details regarding the issue and include a picture or video.  If your return is approved, we will provide you with instructions on how and where to send the package.  Please note that we will not accept any items sent back without a prior return request.  You can conveniently request a return through your online account.

Please note that customers are responsible for covering the return shipping costs.

If you have any questions or concerns regarding your return, feel free to contact us at mysticalcherry@mysticalcherry.com.

Exceptions and Non-Returnable Items:

Please note that some items cannot be returned as they are considered final sales. These items include Synetta art shirts, throws, drinkable items such as mugs, metal wall art, custom products (such as special orders or personalized items), sealed items, promotional giveaways, free gifts, giveaways, and personal care goods (such as beauty products). 

Moreover, we do not accept returns for sale items over 20% off, clearance items, final sale items, or gift cards. We apologize for any inconvenience this may cause and appreciate your understanding.

1.  Graphic Items: Our graphic products are printed only once they are ordered, which makes every product unique. However, please note that returns and exchanges are not supported if you ordered the wrong size or color, or simply changed your mind. It is important to understand that Mysticalcherry will not be held responsible for such cases and will not offer refunds or replacements. Nonetheless, in the unlikely event of a manufacturing error or damage during delivery, we will provide a free replacement or a refund if you contact us within 15 days of receiving the product. Please note that graphic items include but are not limited to Synetta art shirts, drinkable items, such as mugs, posters, laptop cases, mouse pads, footwear, throws, posters, phone cases, etc.

  • Claims for misprinted, damaged, or defective items must be submitted within 15 days of receiving the product.  Please email us at info@mysticalcherry.com and provide photos or videos of the damaged item to support your claim.

  • If there are flaws in the printing or material of a custom-printed item, or if the mug was damaged during shipping, please get in touch with us at info@mysticalcherry.com within 7 days of receiving the merchandise.  Include a picture or video showcasing the issue, and we will work with you to find a suitable solution, which may involve a replacement order or a refund to your original payment method.


2.  Lost In Transit:  Mystical Cherry will not issue a refund if your order does not arrive due to factors within your control, such as providing an incorrect shipping address.

  • Wrong Address  

    Please ensure the accuracy of your shipping information to avoid undelivered or misdelivered packages.  You are responsible for providing the correct shipping details.  If the courier deems the address insufficient, the shipment will be returned to our facility.  Once we confirm an updated address with you, you will be responsible for the reshipment costs, if applicable.  We cannot be held liable for undelivered or misdelivered packages due to incorrect shipping information.  Please double-check all details before submitting your order.

  • Unclaimed - Shipments that go unclaimed are returned to our facility, and you will be liable for the cost of a reshipment to you (if and as applicable).

To ensure the successful delivery of your orders from mysticalcherry.com, it is important to register an account and add a billing method. If the shipment is returned due to an incorrect shipping address or failure to claim it, please note that our manufacturer cannot reship it. In such cases, the item(s) will be donated to charity at your expense within 30 days. They nor MysticalCherry will not issue a refund.

Please get in touch if you have questions or concerns about your specific item.

Exchanges: If you wish to exchange an item, the fastest way to ensure you receive the desired product is to follow our return process and make a separate purchase for the new item once the return is accepted.

ORDER CANCELATIONS 

We understand that circumstances may arise where you need to cancel an order.  We offer a full refund if the order is canceled within 12 hours of purchase.  To request an order cancellation, please submit a cancellation request through our website or log into your online account.  For orders canceled after 12 hours of purchase but before shipment, we will provide a partial refund after deducting a 10% cancellation fee.  Please note that we cannot accept order cancellation requests for orders already processed and shipped.  Once you have received the item(s), please initiate the return process through your account.

INCORRECT SHIPMENT

In the event that we send you the wrong item, size, or color, please contact us within 15 days of delivery.  Email us a picture or video of the incorrect item, and we will rectify the issue promptly.

MISPRINTED/ DAMAGED/ DEFECTIVE ITEMS

Upon receiving your order, please inspect the items carefully.  If you notice any misprinted, defective, or damaged items, contact us within 15 days of delivery.  Email us at info@mysticalcherry.com and provide supporting pictures or videos.  We will evaluate the issue and work with you to find a suitable solution, which may include a replacement order or a refund to your original payment method.

REFUNDS

Once we receive and inspect your returned item, we will notify you regarding the approval of your refund.  If approved, the cost of the item will be automatically refunded to your original payment method minus any shipping charges.  Please be aware that it may take some time for your bank or credit card company to process and post the refund

Returned by Customer- You must submit a product return request directly on your account before returning any products.  If your return request is approved, then we will email shipping instructions.  

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1.  the supply of goods that are made to the consumer's specifications or are clearly personalized;
2.  sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore mysticalcherry reserves rights to refuse returns at its sole discretion.

Please be aware that this policy is governed and interpreted in accordance with the English language, regardless of any translations made for any purpose.  We reserve the right to modify, edit, or change this policy at any time without prior notice.

If you have any further questions or concerns about our refund policy or specific items, please do not hesitate to get in touch with us.  You can contact our customer support team at mysticalcherry@mysticalcherry.com.   To begin the refund process, please log in to your account, where you can find the necessary steps to initiate a refund request.