Returns & Refunds Policy

CAN YOU CANCEL AN ORDER BEFORE DELIVERY?

We understand this can happen, ordering a product then suddenly filled with buyers remorse! If this happens to you, contact our Customer Support Team support@goldandcherry.com as soon as possible and we will do our best to cancel your order before its going in the delivery pipeline.

If your order has already dropped into the processing phase, we are unable to stop the shipping process. Therefore, you will have to return your order for a refund by reaching out and receiving an RMA for the return as per our normal 30 day return policy.


In case of failed delivery / refuse of acceptance there will be additional deduction fee of $35 for the delivery return process. 

ORDERED THE WRONG PART?

You are welcome to exchange it within our 30 days returns window .Sure, we understand mistakes can happen and you might have ordered the wrong part,  will be happy to assist in this process. Simply let us know you need a replacement part via mail support@goldandcherry.com together with the reason or issue so we can help you source the right part for your needs and help you return your item(s) please note replacement process involves extra shipping fees for returning and replacing item(s).


RETURN FOR REFUND WITHIN 30 DAYS

We provide you with 30 calendar days to send back your purchased goods for a refund. This 30 days cancellation period starts from the day you have received the item(s) in your order. 

  • Full refund ( *Minus shipping fee ) for unused and unopened products.
  • Partial refund ( *Minus shipping fee ) if packaging is damaged, product visibly used/worn (Partial refund amount at the discretion of our quality assurance team, based on inspection of returned product and *Minus shipping fee)
  • No refund if product is damaged / unusable.

* Check our 1 Year limited warranty policy for more options pass the 30 days window. 

** Minus shipping fee as in carrier's invoice whether customer paid/partially paid for or was given free as sales promo.

*** Please read about how to return an item in the sections below. 

HOW TO RETURN AN ITEM CORRECTLY?

In case you decide to return your item for replacement or refund : 
  • Repack the item in the same way you got it, together with the box, box-sleeve , user manual and charging cable.
  • Contact us via Email : support@goldandcherry.com to get the returns info available for your location +  receive your Return Material approval (RMA) number and Returns Slip that you need to stick on the box and post it back to us (at your own expense)  Make sure you get proof of postage in the form of a tracking number ,keep it safe! and send it to us VIA Email.
*Important notice :  we will not process any return packs with missing RMA number or Returns slip.

Returns address :

Address line :
 5th. Floor, Unit A, Building 2, Yongqi Technology Park,
Yintian Industry Zone, Xixiang, Bao'an district.
City: ShenZhen
Province: GuangDong
Zip\post code:518101
Country: China

Office hours

Monday – Friday
9:00am – 5:00pm ET

    HOW LONG DOES IT TAKE TO PROCESS A REFUND?

    Once we receive your return we will examen your item(s). Once processed (can take up to 7 business days ) we will refund you in the same way the payment was made (paypal/card). The funds should appear on your bank statement within 3-5 working days (how fast? depends on your card issuer). 

    We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

    If your have been credited within 30 days from sending your parcel to us, please send us your proof of postage delivery. We will investigate it and get back to you within 7 working days.

      important note that we will not issue pay back for any shipping fees of your returning package. 

      DISCLAIMERS - Gold & Cherry disclaims all liability for any damage or malfunction caused to any separately purchased Apple® iPad , and shall not be responsible under any implied or expressed warranty or guarantee in relation to any separately purchased Apple® .

      RECEIVED FAULTY/DAMAGED GOODS?

      You may not even need to ship the item back for replacement!
      We do our best to ensure our items quality and test each item before its packed to insure quality and functionality, it is unfortunate but sometimes cargo may get damaged during transit process , In case you have receive faulty/damaged goods you can open a claim VIA mail to support@goldandcherry.com within 7 days from delivery date to be eligible for free replacement considerment. 
      In your claim Please provide your best description of your issue supported by photos/videos of the item + item Box and item Packaging including the original shipping label.
      For technical issues complaint please use your phone create a video showing this "script" , each complain should have video showing this steps so our agents can evaluate the issue :
      1) Go to settings > General > about > show iPad model number and software version
      2) turn on the keyboard after min of 2 hours charge.
      3) On the keyboard click Cmd + "C" Or /special bluetooth button (on some of the newer models) to enter pairing mode then go to settings and find "iPad keyboard" click it to connect
      4) Open Apple's official "Notes" app and start taiping to see all buttons work.

      This information can help our agents give you accurate solutions , in case we cannot sort out the issue remotely our agents will be able to offer you FREE replacement unit only pay shipping ( see rates ) instead of paying to send back the broken item for replacement , Our customers reported that ending up with a new item in shorter time period creates the best replacement experience.