This Return and Refund Policy applies to The Sweets Hub, a trading name of Shoplex LTD, registered in the United Kingdom with company registration number 15146151. For the purposes of this document, “The Sweets Hub,” “we,” “our,” or “us” refers to Shoplex LTD.
Due to the perishable nature of our products, returns are only accepted in the case of a defective item.
All transactions are considered final, and refunds will not be provided.
CANCELLATION
Orders can be cancelled if the request is made before the order has been processed for packaging or dispatched. Once an order has entered the packaging or shipping stage, cancellations are no longer possible.
To cancel your order, please contact us immediately at support@thesweetshub.co.uk with your order number.
If your cancellation request is approved, a refund will be issued to your original payment method, minus a cancellation fee of 2.5% of the order total to cover transaction and administrative costs incurred during the order process.
DAMAGES AND ISSUES
We kindly ask that you inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect. This allows us to evaluate the issue promptly and make it right.
Please note:
- Minor cosmetic damages, such as small dents in cans, slightly crushed crisps, ripped cardboard packaging, or any other similar issue that does not affect the product’s quality or edibility, are not eligible for return or refund, as the goods remain perfectly suitable for consumption.
DELIVERY ISSUES
We shall not be liable to you under any circumstances for any loss, damage, or any other issue unless you notify us via our email support@thesweetshub.co.uk within:
• 7 days of consignment being shipped in the case of loss or any other issue affecting part or all of a consignment.
• 24 hours of delivery of the consignment in the case of damage to all or part of a consignment.
UNAUTHORISED RETURNS OR REFUSED DELIVERIES
If a customer returns a product or refuses delivery without prior approval from us:
- Unauthorised Returns: Products returned without contacting us first will not be eligible for a refund or replacement.
- Refused Deliveries: If a delivery is refused and returned to us, the customer will be responsible for all associated shipping costs, including the original shipping fee, the return shipping fee, and a handling fee of 10% to cover transaction, packaging, and processing costs.
Refunds, if applicable, will be issued only after deducting these costs, including the handling fee and any other applicable fees.
To avoid such situations, we strongly encourage customers to contact us at support@thesweetshub.co.uk if they encounter any issues with their order. This ensures we can resolve the matter promptly and in line with our policy.
EXCEPTION / NON-RETURNABLE ITEMS
Certain items cannot be returned, including:
- Perishable goods (e.g., food and drink).
- Custom products (e.g., special orders or personalised items).
- Sale items or gift cards.
If you have any questions about the eligibility of a specific item, please contact us before proceeding.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have. The item must be returned in its original condition, unused, unopened, and with all original packaging. A new order must be placed before returning the item unless the value of the exchange is the same, in which case a new order is not required. If the value of the new item is higher, customers also have the option to pay the difference. Exchanges are only applicable if agreed upon by The Sweets Hub.
REFUNDS
In exceptional circumstances, we may accept a return. We will notify you once we’ve received and inspected the returned item and let you know whether the refund has been approved. If approved, you will be automatically refunded via your original payment method. Please note that shipping costs will not be refunded under any circumstances, even if the issue is on our side, such as with the product or delivery. Additionally, please remember that it may take some time for your bank or credit card company to process the refund.
QUESTIONS
If you have any questions concerning our return and refund policy, please contact us at: support@thesweetshub.co.uk