RETURNS/CANCELLATIONS & CLAIMS

Cancellations

You can request to cancel your order through the Contact Us page within one hour of the order being placed. Any request received after that we will attempt to change but regret in most cases order packing and dispatch will already have taken place.

Returns

Products:

If you're not 100% satisfied in any way with an item you've received, please let us know by emailing us 30 days after receipt. Returns can only be made once authorized by Customer Services.

*Due to regulatory requirements and safety considerations, fragrance items are classified as dangerous goods and, as a result, cannot be returned. The classification of fragrance products as dangerous goods is in accordance with transportation and shipping regulations. These regulations restrict the return of certain items deemed hazardous, including flammable or potentially volatile substances like perfumes and colognes. This policy is in place to ensure the safety of our customers, shipping personnel, and the general public.

Our site is aimed at customers who have already purchased and experienced the product, either its use in the case of skincare, or smell in terms of perfume, or color in terms of make up. If you have ordered the wrong product except fragrance items, then you can still return for a full refund but please note that the items must be unopened and unused and you will have to bear postage costs. This term applies to all products on our site.

We are happy to refund postage costs if the item is defective or sent due to our error.

Your refund will be completed via the original payment method, excluding the delivery costs.

In order to process your returns as quickly as possible, all returns must include:

 

• A copy of your delivery note or your order number
• Return authorization (obtainable from Customer Services)
• Reason for return

Please ensure that items are packed securely to prevent any damage in transit. We also suggest sending via registered or insured post so the parcel can be traced.

For credit card refunds, please note we can only refund the total cost of goods.

Non-Receipt and Lost Package Claims

Any claims for non-receipt of packages or packages lost must be reported to us within 14 calendar days of the shipping carrier providing a delivery status of "Delivered".

This 14- day window allows us to promptly investigate the delivery with the carrier on your behalf. Claims reported after 14 days of delivery status may not be eligible for replacement or refund since the carrier requires timely claims to adequately research the issue.

To submit a claim, you must provide:

• Order number
• Shipping address
• Delivery date per carrier tracking
• Description of the non-receipt or loss issue

We will work directly with the carrier to investigate the claim. You may be required by the carrier to retain all original packaging for inspection.

Failure to submit a claim within the 14-day window following delivery status will result in the order being classified as received according to our records. We are unable under our agreement with carriers to accept claims beyond this 14- day period.

We appreciate your cooperation and understanding. Please contact us if you have any other questions.

Services/Vouchers

Any unredeemed voucher can be returned within 3 working days of purchase.

After those 3 working days, Strawberrynet is unable to accept any claims for refund. Strawberrynet promises to refund a voucher if the location goes out of business, an event gets postponed, cancelled, or any other reasons a business won't accept your unredeemed voucher.

Strawberrynet reserves the right to amend these conditions at its own discretion without prior notice.

Any disputes or complaints relating to the service voucher shall be resolved directly between customers concerned and the supplier.

In case of any dispute, the decision of Strawberrynet shall be final.