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 generally not accepted unless the item is defective. Under the Consumer Contracts Regulations 2013, perishable goods such as food and drink are exempt from the 14-day cancellation and return right.
All transactions are therefoe considered final unless the item is faulty or damaged in a way that affects its safety or usability.
CANCELLATION
Orders may be cancelled only if the request is received before the order is processed for packaging or dispatched. Once an order has entered the packaging or shipping stage, cancellations can no longer be made.
To request a cancellation, please email 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. Please note that a 2.5% processing fee may be deducted 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
You must notify us of any delivery-related issues within the following timeframes:
Within 7 days of dispatch in the event of loss or non-delivery.
Within 24 hours of delivery in the event of damage.
Please email support@thesweetshub.co.uk with full details to allow us to investigate and assist you as quickly as possible.
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
We do not offer direct exchanges. However, if approved, you may return an eligible item and place a new order separately. All exchange-related returns must:
Be unused, unopened, and in their original packaging
Be agreed upon in writing via email before being returned
If the replacement item is of higher value, the price difference must be paid.
REFUNDS
In exceptional circumstances where a return is approved, we will notify you upon receiving and inspecting the item. If the return is accepted:
A refund will be processed to your original payment method.
Please note that shipping charges are non-refundable, even in cases where the issue relates to the product or delivery.
We will always aim to process eligible refunds promptly, typically within 7 working days of confirmation. Refund processing times may vary depending on your bank or payment provider.
QUESTIONS
If you have any questions concerning our return and refund policy, please contact us at: support@thesweetshub.co.uk