Returns/Replacements & Refunds Policy

RETURN FOR REPLACEMENT (WITHIN 14 DAYS)

We support replacements of new in the box item/s, within 14 days of receiving your order.  
Each item description lists the supported Apple devices for it.
We can understand it can be confusing sometimes, for that reason we have created our model Identification guide, Please go over our guide to find out what model you have 

To replace an item please choose one of two options:
Option 1 - Buy a new item and return the old for a refund:
  1. Go ahead and place a new order with the right items from our shop
  2. Send us the return request (email support@goldandcherry.com)  for the previous order with the item/s you like to "return for a refund" according to the Return for refund policy written in the next section.

Option 2 - Return the original item for a replacement:

  1. Send us the return request (email support@goldandcherry.com) for the order and item/s you like to return for a replacement
  2. Once received on our end you would be asked to pay any price differences and new shipping fees for the new item.
We can help you with the identification process if needed and once we figure out your Apple device model number we can make sure you get a perfect fit.


RETURN FOR REFUND (WITHIN 14 DAYS)

We support refunds of new in-the-box item/s. You are provided with full 14 calendar days to send back your purchased goods for a refund. This 14 days cancellation period starts from the day you have received the item(s) in your order. 

  • A full refund ( **Minus shipping fee ) for unused and unopened products.
  • A partial refund for any opened box (**Minus shipping fee), Refund amount at the discretion of our quality assurance team, based on inspection of returned product & packaging condition
  • No refund or credit if a product is damaged / unusable / shipped back later than 14 days from receiving RMA

* "free shipping" promo will be canceled once the order gets shipped back for a refund. The shipping fee of -$25 will be taken out of the refund amount.
** Partial refund can be a result of turn/missing/damaged/marked/non reusable:  item box/box sleeve/item manual .
*** Check our 1 Year limited warranty policy for more options past the 14 days window. 

HOW TO RETURN AN ITEM CORRECTLY?

Important :
  • Returns missing the RMA numbers or Returns slip cannot be processed.
  • Photos of the product condition before packing and of the package you are about to ship as reference for the inspection team in case issues arise.
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 your country 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.

    Return Address:

    Gold & Cherry Pittston, Pennsylvania, USA - Full address will be given together with the RMA request on the email


    CAN YOU CANCEL AN ORDER BEFORE DELIVERY?

    We understand this can happen, ordering a product then suddenly filled with buyer's remorse! If this happens to you, contact our Customer Support Team at support@goldandcherry.com as soon as possible and we will do our best to cancel your order before it's 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 during our normal 14 days return policy.

    In case of Failed delivery / wrong address/refusal of acceptance, there will be an additional deduction fee of $35 for the delivery return process. 

    ORDERED THE WRONG PART?

    You are welcome to exchange it within our 14 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 if 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 items )

    Office hours

    Monday – Friday
    9:00am – 5:00pm EST
    Email contact: support@goldandcherry.com

      HOW LONG DOES IT TAKE TO PROCESS A REFUND?

      Once we receive your return we examine your item(s). Once processed (can take up to 7 business days ) we will refund you in the same way the payment was made (Apple pay/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 you do not see the refund reflected in your banking statement within 30 days of your item delivery to us, please send us your proof of postage delivery. We will refund you on the same day.

        important note that we will not issue payback for any shipping fees/duty fees associated with your returning package. 

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

        RECEIVED FAULTY/DAMAGED GOODS?

        You may not even need to ship the item back for a replacement!
        We do our best to ensure the quality of our items and test each item before it's packed to ensure quality and functionality, it is unfortunate but sometimes cargo may get damaged during the transit process, In case you have received faulty/damaged goods you can open a claim VIA mail to support@goldandcherry.com within 7 days from the delivery date to be eligible for free replacement considered. 
        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 regarding iPad cases please use your smartphone to create a video showing this "script", each complaint should have a video showing the 4 steps so our agents can evaluate the issue and eligibility of your free replacement:
        1) Go to settings > General > about > show  model number and software version
        2) Turn on the keyboard after a minimum of 2 hours of charge.
        3) On your keyboard click the button combo of    (left Fn + "C") Or the special Bluetooth button  (on some of the newer models) to enter pairing mode then go to settings and find "iPad keyboard" and click it to connect

        4) Open Apple's official "Notes" app and start clicking each button to see if 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 a FREE replacement unit instead of paying to send back the broken item for replacement, Our customers reported that ending up with a new item in shorter period creates the best replacement experience.