Return Policy

Cherrysmock sells wholesale to businesses. All sales are final. We only accept claims for serious manufacturing defects that are clearly caused by our workshop, reported within 7 days of delivery under the conditions below.

1. What counts as a serious manufacturing defect

• Open or broken seams, holes or tears made during production
• A smocked panel that is unravelled, missing stitches over a large area, or has lost its stretch
• Missing parts, such as buttons, snaps, zips or a collar that is not attached
• Large stains or print faults present before shipping that do not wash out with normal care
• A wrong design or wrong size compared with the order confirmation you approved in writing

2. What is not covered

• Change of mind, slow sales, or changes in customer demand
• Normal variations of handmade work: small differences in stitch spacing, smocking density, motif placement, measurements or colour shade between pieces, batches or screens
• Designs, fabrics, colours, sizes or details that you approved before production, including approved 2D mock-ups for custom orders
• Damage caused by washing, ironing, handling, storage, alterations or wear after delivery
• Loss or damage during transport; please open a claim with the courier (UPS, DHL or FedEx) as soon as you receive the parcel
• Delays caused by couriers or customs, and any duties, taxes, broker or shipping fees
• Pieces that have been washed, worn, altered, re-labelled or sold to an end customer
• Claims reported after 7 days from delivery

3. How to make a claim

Send your claim to Customer Care by WhatsApp or email (admin.cherrysmock@gmail.com) within 7 days of delivery, with:

1. Your order number
2. An uncut unboxing video that starts with the sealed carton and its shipping label
3. Clear photos of each defective piece, showing the defect and the product label
4. The number of defective pieces

Please keep the defective pieces unwashed and in their original bags until the claim is closed. We may ask you to send them back for inspection. If no claim is received within 7 days of delivery, the order is considered accepted.

4. How we resolve an approved claim

After reviewing the evidence, and only if the defect is confirmed as our manufacturing fault, we will choose one of the following for the defective pieces only:

• Remake or replace them and add them to your next shipment, or
• Issue a credit or refund for their product value.

Our liability is limited to the invoiced product value of the defective pieces. We do not compensate for shipping costs, duties, lost sales or other indirect costs, unless we ask you to return the pieces, in which case we cover the agreed return shipping.

5. Changes and cancellations

Production starts after payment is complete. Once production has started, orders cannot be changed or cancelled. Please check styles, sizes, quantities, labels and, for custom designs, the 2D mock-up carefully before you confirm.

Customer Care: Monday to Friday, 9:00 AM to 5:30 PM (GMT+7). Closed on Vietnamese public holidays.