Sweet Delights

1. Refund Conditions

1.1 Eligible Products

We accept returns and provide refunds for products that:

• Are in their original, unopened packaging
• Are returned within 14 days of purchase or delivery date
• Are accompanied by the original receipt or proof of purchase
• Have not exceeded their expiration or best-before date

1.2 Non-Returnable Items

Due to the nature of our products, the following items cannot be returned or refunded:

• Custom orders specifically created for you (e.g., personalized cakes, customized gift boxes)
• Products that have been opened, partially consumed, or where the seal has been broken
• Perishable items that have been in your possession for more than 24 hours
• Sale or clearance items specifically marked as "final sale"
• Gift cards, unless required by applicable law

2. Return Process

2.1 In-Store Purchases

If you purchased products from our physical store, please return them to the same location with your receipt within 14 days of purchase. Our staff will assist you with the return process.

2.2 Online Purchases

For items purchased through our website:

1. Contact our customer service team at [email protected] or call +449494490648 to initiate a return request.
2. Please include your order number, items you wish to return, and the reason for return.
3. Our team will provide you with a Return Authorization Number (RA#) and detailed instructions for returning the products.
4. Package the unused, unopened items securely in their original packaging.
5. Include a copy of your invoice and the RA# with your return.
6. Ship the items to the address provided by our customer service team.

Please note that you are responsible for the cost of returning the product unless the return is due to our error (e.g., you received an incorrect or defective item).

3. Refund Processing

3.1 Refund Timeframe

Once we receive your returned item(s), our team will inspect them to ensure they meet our return criteria. If approved:

• For in-store returns, refunds will be issued immediately in the original payment method
• For online returns, refunds will be processed within 5-7 business days after inspection
• Credit card refunds typically appear on your statement within 3-5 business days after processing
• Bank transfers may take 5-7 business days to appear in your account

3.2 Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/debit card purchases will be refunded to the same card
• Cash purchases will be refunded in cash (in-store) or by bank transfer (online)
• PayPal payments will be refunded to your PayPal account

If the original payment method is unavailable, we may issue store credit or use an alternative refund method.

4. Damaged or Defective Products

If you receive a damaged or defective product:

1. Contact us within 24 hours of receipt
2. Provide photos of the damaged/defective items where possible
3. Do not discard the products or packaging until your claim has been resolved

For verified cases of damaged or defective products, we will arrange for a replacement, refund, or store credit at our discretion. We may also cover reasonable return shipping costs in these cases.

5. Exchanges

If you would prefer to exchange an item rather than receive a refund, please follow the same return process outlined above and indicate the product you would like to receive instead.

Exchanges are subject to product availability. If the requested exchange item is of higher value than the returned item, you will need to pay the difference. If it is of lower value, we will refund the difference using your original payment method.

6. Cancellation of Orders

6.1 Regular Orders

You may cancel an order for a full refund if the order has not yet been shipped. Please contact our customer service team as soon as possible to request cancellation.

6.2 Custom Orders

For custom or personalized orders:

• Cancellations made within 24 hours of placing the order will receive a full refund
• Cancellations made after 24 hours but before production begins may be subject to a 20% cancellation fee
• Once production has begun, custom orders cannot be cancelled or refunded

7. Exceptions to Standard Policy

7.1 Seasonal and Holiday Periods

During peak seasonal periods (e.g., Christmas, Valentine's Day), processing times for refunds may be extended. We will notify you of any expected delays.

7.2 Special Promotions

Items purchased as part of a special promotion or bundle may be subject to different refund terms, which will be clearly stated at the time of purchase.

7.3 Corporate Orders

Corporate or bulk orders may have specialized return agreements established at the time of purchase. Please refer to your corporate order agreement for specific terms.

8. Customer Satisfaction Guarantee

Beyond our standard return policy, we offer a Customer Satisfaction Guarantee for our signature product lines. If you are not completely satisfied with the quality of our signature chocolates or confections, please contact us within 7 days of purchase to discuss your concerns.

While we cannot accept returns of consumed food products, we may offer a one-time courtesy store credit or replacement at our discretion if you were genuinely dissatisfied with the product quality.

This guarantee does not apply to products that were not stored according to our recommendations or that have exceeded their recommended consumption date.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically.

The policy that was in effect at the time of your purchase will apply to that transaction.

10. Contact Information

If you have questions about our Refund Policy or need assistance with a return or refund:

Gentle Harbor Road
11 Julie Wall, Murrayshire, SW8 4TE
Email: [email protected]
Phone: +449494490648
Hours: Monday-Friday, 9am-6pm

For urgent matters related to product quality or safety, please contact us immediately by phone.