Refund & Cancellation Policy

Effective Date: 30 August 2026

1. Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, consumers generally have 14 days to cancel an online order. However, legal exemptions apply to food and perishable products:

Perishable Items Exempt: Under Regulation 28(1)(a) & (b), items that deteriorate or expire rapidly—including confectionery, loose sweets, and custom mixes—are exempt from the statutory 14-day cancellation right once dispatched.
Unopened Merchandise: Non-perishable goods with protective hygiene seals intact may be returned within 14 days of receipt.

2. Heat Sensitivity & Melting Policy

Please Note: During warmer weather or heatwaves, heat-sensitive confectionery (such as chocolates, jellies, gummies, and marshmallows) may soften or melt while in transit within the courier network.

Non-Refundable Condition: We take care in packaging all orders safely, but we have no control over ambient environmental temperatures once parcels leave our premises. Softening, minor melting, or cosmetic alteration caused by weather conditions during shipping does not render the product faulty and will not be eligible for a refund, return, or replacement.
Hot Weather Advice: If you are ordering heat-sensitive items during warm summer periods, we strongly recommend choosing Royal Mail Tracked 24 at checkout to minimize transit times, and ensuring someone is available to receive the delivery so it is not left in a warm porch or outdoors.

3. Damaged, Faulty, or Incorrect Orders

Under the Consumer Rights Act 2015, you are entitled to a full refund or replacement if your goods arrive physically broken (beyond cosmetic transit melting), damaged, or incorrect.

Reporting an Issue: Contact us within 48 hours of receipt at [email protected] with your order number and clear photo evidence of the damaged parcel or items.
Resolution: Verified claims will be issued a full refund (including standard postage charges) or replacement within 14 days.

4. Non-Refundable Items Summary

Custom mixes or jars where preferences were fulfilled as instructed.
Items affected by weather-related softening or melting during shipping.
Any sweet packages opened, unsealed, or tampered with after delivery due to health protection and hygiene rules.
Returns requested due to dietary preferences or unlisted trace allergen concerns where product packaging was unsealed after delivery.