Refund policy

Last updated: June 11, 2026

We want every customer to feel confident when placing an order with us. This Refund and Return Policy explains when returns, replacements, exchanges, store credit, or refunds may be available for products purchased through our website.

This Policy applies to digital magazine templates and physical products sold directly by Chérie Mag. By completing a purchase, you confirm that you have reviewed the product description, format, compatibility information, delivery method, price, and this Refund and Return Policy before submitting your order.

Nothing in this Policy is intended to exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer protection law. Thank you.

 

 

1. Overview

Chérie Mag sells two categories of products: digital magazine templates and physical print magazines. Because these are fundamentally different products, different conditions apply to each. Please read the relevant section carefully before placing your order.

This policy is written in accordance with the Law on Protection of Consumers' Rights (Law No. 19/2023/QH15) and applicable Vietnamese consumer law. Nothing in this policy limits any mandatory consumer right you may have under the laws of your country of residence.

2. Digital Magazine Templates

All sales of digital products are final as a general rule. Once a template link has been accessed or the file has been downloaded, we are not able to issue a refund on the basis of change of mind, a completed purchase you no longer need, or dissatisfaction with the editing process.

However, you are entitled to a remedy in the following circumstances:

Defective or inaccessible link — if the template link we sent you does not work, does not open the correct template, or cannot be accessed despite following the instructions provided, contact us within 7 days of your purchase and we will resend the link or provide a replacement. If the issue cannot be resolved, a full refund will be issued.

Technical error on our side — if a fault in our delivery system resulted in you receiving the wrong product or no product at all, we will correct this at no cost to you.

The customer was charged more than once for the same digital product because of a genuine duplicate transaction.

The customer did not receive the delivery email and Chérie Mag is unable to confirm delivery or provide access after being contacted.

We are not able to issue refunds for the following:

  • You changed your mind after accessing the template

  • You found the template difficult to edit or incompatible with your preferred workflow

  • You did not read the product description before purchasing and the template does not suit your intended use

  • Canva made independent changes to its platform, subscription tiers, fonts, or features after your purchase

  • You exported and printed the completed magazine and were dissatisfied with the print result

  • You don’t have a suitable device, internet connection, browser, software, Canva account, Canva feature, printer, or third-party printing service needed to access, customise, download, or print the template, provided that the relevant requirements were reasonably disclosed before purchase.

  • The template has been copied, edited, downloaded, exported, printed, distributed, shared, resold, sublicensed, uploaded to another platform, used commercially beyond the purchased licence, or otherwise used in violation of Chérie Mag’s Digital Product Licence and Usage Policy.

  • Differences caused by screen settings, monitor colour, printer settings, paper selection, ink, print finishing, third-party printing services, or customer modifications are not considered defects in the original digital template.

To request a remedy for a digital product, email us at support@cheriemag.com within 7 days of your purchase date with your name, order number, and a description of the issue. Screenshots or screen recordings are helpful where relevant.

3. Purchasing the Wrong Digital Template

Customers are responsible for checking the product title, preview, format, page count, licence, and product description before completing their purchase.

Where a customer accidentally purchases the wrong digital template, Chérie Mag may, as a gesture of goodwill, consider a one-time exchange for another digital template of equal or lower value. The request must be submitted within 48 hours after purchase, and the original template must not have been copied, edited, downloaded, printed, shared, or used.

Approval of a goodwill exchange is not guaranteed and will depend on the circumstances and available evidence. Where the replacement template costs more, the customer must pay the difference before access is provided. Where it costs less, the price difference will not normally be refunded.

This goodwill provision does not limit remedies available where Chérie Mag delivered the wrong product or where applicable law requires another solution.

3. Physical Magazines

We want every copy of Chérie that reaches you to arrive in perfect condition. If it does not, we will make it right.

Damaged on arrival — if your magazine arrives visibly damaged due to transit, please contact us within 7 days of the delivery date with your name, order number, and clear photographs of the damage, including the outer packaging. We will offer a replacement copy where stock is available, or a full refund if a replacement cannot be provided.

Wrong item received — if you received a product different from what you ordered, contact us within 7 days of delivery and we will arrange for the correct item to be sent to you at no additional cost.

Item not received — if your tracking information shows your order as delivered but you have not received it, please first check with neighbours and any safe location your carrier may have left the parcel. If you are still unable to locate it, contact us within 14 days of the marked delivery date and we will investigate with the carrier. Where an order is confirmed lost in transit, we will offer a replacement or a full refund.

We do not accept returns or issue refunds for the following:

  • Change of mind after dispatch

  • Minor variations in colour, paper texture, or finish that fall within normal print production tolerances

  • Damage caused after delivery

  • Parcels undeliverable due to an incorrect or incomplete address provided by you at checkout

  • Customs delays, import duties, or fees imposed by your country's authorities

A note on limited editions — Chérie magazines are produced in limited print runs. Where a replacement copy is not available due to stock being exhausted, a full refund will always be offered instead.

4. Physical Magazines Return

Customers may request a return of an eligible physical magazine within 14 days after delivery if they change their mind. To qualify, the magazine must be unused, unmarked, undamaged, and in resalable condition. Change-of-mind returns are made at the customer's expense, and original shipping charges, customs duties, taxes, and other third-party fees are generally non-refundable unless required by law.

Customers should inspect physical products promptly after delivery and contact Chérie Mag within 7 days if a magazine arrives damaged, defective, incomplete, or differs materially from the order confirmation. Chérie Mag may request photographs, videos, packaging details, or other evidence to assess the claim.

For customer-funded returns, the product remains the customer's responsibility until delivered to the return address provided by Chérie Mag. Chérie Mag may refuse a return where a returned product shows damage or handling beyond what is reasonably necessary to inspect it, to the extent permitted by law.

Minor variations in colour, trimming, alignment, printing, or binding that do not materially affect the quality or intended use of the magazine are not considered defects. Chérie Mag is not responsible for damage caused after delivery through misuse, improper storage, normal wear and tear, alteration, or attempted repair.

5. Preorders

Estimated release dates, production timelines, and shipping dates are provided in good faith but are estimates only. Delays may occur due to manufacturing schedules, supplier issues, printing timelines, shipping disruptions, customs processing, or other circumstances beyond Chérie Mag’s reasonable control.

Payment for pre-orders may be collected at the time the order is placed unless otherwise stated on the product page.

Once production, printing, fulfilment, or shipment preparation has begun, cancellation requests may be declined or may be subject to reasonable deductions for costs already incurred, to the extent permitted by law.

If Chérie Mag materially delays a pre-order beyond the estimated timeframe and cannot provide a revised fulfilment date that is acceptable to the customer, the customer may request a refund of the amount paid for the affected pre-order.

If Chérie Mag cancels a pre-order because the product will no longer be produced or supplied, customers will receive a refund of any amount paid for that product.

If you placed a preorder and wish to cancel it before the stated dispatch date, you are entitled to a full refund. Please contact us at support@cheriemag.com before the dispatch date is confirmed in your order confirmation email.

Once a preorder has entered fulfilment and been dispatched, it is treated as a standard physical order and the conditions in Section 3 apply.

If Chérie is unable to fulfil a preorder due to production issues or circumstances outside our control, we will notify you by email and issue a full refund without requiring you to request one.

6. Refund Method and Processing Time

Approved refunds will be returned to the original payment method used at checkout, whether PayPal or HitPay. We do not issue refunds by any other method unless your original payment method is no longer available, in which case we will contact you to arrange an alternative.

Refunds are typically processed within 5 to 10 business days of approval. The time it takes for the funds to appear in your account depends on your payment provider and may take additional days beyond our processing time. We are not responsible for delays on the part of PayPal, HitPay, or your bank.

We do not charge any administrative fee for processing a valid refund.

7. Bundles and Multi-Item Orders

Where a digital bundle has been delivered, the bundle will generally be treated as a single digital purchase. A customer cannot normally obtain a refund for selected templates merely because they only used or preferred part of the bundle.

A confirmed defect affecting only one part of a bundle may be resolved by replacing or refunding the affected part rather than refunding the entire bundle, provided the remainder of the bundle retains its intended value and functionality.

8. Incorrect or Incomplete Delivery Address

You are responsible for ensuring that the delivery address you provide at checkout is accurate, complete, and formatted correctly for your country. Chérie is not responsible for orders that are delayed, undeliverable, or lost as a direct result of an address error made by you.

If you realise you have entered an incorrect or incomplete address, contact us immediately at support@cheriemag.com with your order number and the correct address. We will make every reasonable effort to update your address before the order is dispatched. Once an order has been handed to our logistics provider, we cannot guarantee that an address change can be made.

The following outcomes may apply depending on the stage of your order and the carrier's response:

If the parcel is returned to our fulfilment centre — we will contact you and offer to reship the order to the correct address. Reshipping fees will be the customer's responsibility and must be paid before the order is resent.

If the parcel is not returned and is confirmed lost — because the loss resulted from an address error on your part, Chérie is not obligated to issue a replacement or refund. However, we will review each case individually and in good faith. Where the carrier confirms the parcel as lost rather than delivered to a wrong address, we may offer a partial resolution at our discretion.

Where a parcel cannot be delivered because the customer supplied incorrect or incomplete information, the customer may be responsible for any additional delivery, return, storage, customs, or reshipment costs.

If the parcel is held by customs or a local post office due to an incomplete address — you are responsible for contacting the relevant authority to arrange collection or redelivery. Chérie is not able to intervene directly with foreign postal authorities on your behalf.

We strongly recommend double-checking your delivery address before completing checkout, particularly the postcode, apartment or unit number, and country selection.

9. Refused and Unclaimed Deliveries

A parcel that is refused, abandoned, or not collected is not automatically treated as an approved return.

Where a parcel is returned to Chérie Mag because the customer refused delivery, failed to collect it, failed to pay applicable import charges, or did not respond to the carrier, any approved refund may be reduced by the original delivery cost, return shipping cost, customs charges, storage charges, and other reasonable costs incurred.

No refund can be completed until the parcel has been returned and its condition has been inspected, unless applicable law requires otherwise.

10. Lost, Delayed, and Marked-Delivered Parcels

Where tracking has not updated or a parcel appears significantly delayed, the customer should contact Chérie Mag so that an investigation can be opened with the carrier. Chérie Mag may wait for the carrier to complete its investigation or formally declare the parcel lost before issuing a replacement or refund.

Where tracking confirms delivery to the address supplied at checkout, a replacement or refund is not automatic. Chérie Mag will nevertheless provide reasonable assistance, which may include checking delivery evidence, asking the carrier to investigate, or advising the customer to check with household members, neighbours, reception staff, building management, or the local delivery office.

Chérie Mag is not normally responsible for theft or loss occurring after a parcel has been correctly delivered to the address or safe location authorised by the customer. This does not limit responsibility where the parcel was delivered incorrectly or where applicable law provides otherwise.

11. Changes to this Policy

Chérie Mag may update this Refund and Return Policy from time to time to reflect changes to our products, fulfilment methods, business practices, third-party services, or legal obligations.

The version applying to an order will normally be the version published when the order was placed, unless a later change must apply by law or is more favourable to the customer.

The effective date shown at the beginning of this Policy indicates when it was most recently updated.

12. How to Contact Us

To request a refund, report a problem with your order, or ask a question about this policy, please contact us at:

Email: support@cheriemag.com

Please include your full name, order number, the email address used at checkout, and a clear description of the issue. Where relevant, attach photographs or screenshots. We aim to respond to all refunds and return enquiries within 3 to 5 business days.

If we are unable to resolve your concern directly, Vietnamese consumers may escalate their complaint to the Vietnam Competition and Consumer Authority (VCCA) at bvntd.gov.vn. Consumers in other countries may also have recourse through their local consumer protection authority.