Refund policy

Return & Refund Policy

Last Updated: July 29, 2026

Thank you for shopping with Cherubina. We hope you and your little ones love every purchase made through cherubinashop.com. If you are not completely satisfied with your order, you may request a return in accordance with the policy below.

Return Period

We accept returns within 30 days of the delivery date.

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Include all original tags, packaging, and accessories.

  • Be free from stains, odors, damage, or signs of wear.

  • Be accompanied by proof of purchase or your order number.

Items that do not meet these conditions may not qualify for a refund.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns of:

  • Plush toys that have been used or washed.

  • Products that have been damaged after delivery due to misuse or improper care.

  • Clearance or final sale items clearly marked as non-returnable.

  • Gift cards, if applicable.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs of the product and its packaging.

Once reviewed, we will provide an appropriate solution, which may include a replacement, refund, or exchange.

How to Request a Return

Before returning any product, please contact our customer support team.

Please include:

  • Your order number.

  • The product name.

  • The reason for the return.

  • Photos if the item is damaged or defective.

Once your request is approved, we will provide detailed return instructions.

Please do not return products without prior authorization, as unauthorized returns may not be accepted.

Refunds

After we receive and inspect your returned item, we will notify you of the outcome.

If your return is approved, your refund will be issued to your original payment method within 5–10 business days.

Depending on your financial institution or payment provider, additional processing time may be required before the funds appear in your account.

Return Shipping Costs

If the return is due to a damaged, defective, or incorrectly shipped product, Cherubina will cover the return shipping costs.

If the return is requested for any other reason, including ordering the wrong item or changing your mind, the customer is responsible for the return shipping costs.

Original shipping charges are non-refundable unless otherwise required by applicable Canadian consumer protection laws.

Exchanges

We currently offer exchanges only for products that arrive damaged, defective, or incorrect.

If you require a replacement for a children's plush toy, please contact our customer support team, and we will be happy to assist you.

Contact Us

If you have any questions about returns or refunds, please contact us:

Cherubina

Website:
cherubinashop.com

Email:
support@cherubinashop.com

Address:
818 Avenue Duchesneau, Suite 102
Québec, QC G1X 0C4
Canada

Phone:
+1 (418) 717-9895