Refund policy
1. Returns & Your Consumer Rights
Perishable & Personalised Goods (Legal Exception)
Under the Consumer Contracts Regulations 2013, certain items are exempt from the 14-day cancellation right, including:
- Perishable goods (such as food and sweets)
- Customised or personalised products
As our products fall within these categories:
You do not have a statutory right to return these items for a refund simply because you have changed your mind.
Your Rights if Goods Are Faulty
Under the Consumer Rights Act 2015, you are entitled to receive goods that are:
- As described
- Of satisfactory quality
- Fit for purpose
- If your order is:
- Damaged
- Faulty
- Incorrect
You are entitled to a remedy.
2. Damaged, Incorrect or Faulty Orders
Please contact us within 48 hours of delivery if there is an issue.
Include:
- Your order number
- Clear photos of the product and packaging
Description of the issue – Contact: becki.sweetmemories@gmail.com
We will assess and offer one of the following where appropriate:
- Replacement
- Refund
- Store credit
We may request that items are retained for investigation.
3. Non-Returnable Items
We cannot accept returns for:
- Perishable goods
- Opened food items (for hygiene reasons)
- Personalised or made-to-order products
- Subscription boxes once dispatched
- Gift cards