Refund policy
Returns & Refunds Policy
At Sweet Bros, we want every order to arrive fresh, delicious and exactly as expected. If there’s a problem with your order, please get in touch and we’ll do our best to put things right.
Food Products & Returns
Because we sell food products, we are unable to accept returns of products that have been opened, unsealed or partially consumed due to food safety and hygiene reasons.
We also cannot accept change-of-mind returns for:
- Build Your Own Pick ’n’ Mix bags or other products made specifically to your selection
- Personalised or custom-made products
- Perishable or short-dated food products
- Any food product that has been opened or where the original seal has been broken
This does not affect your statutory rights if a product is faulty, damaged, not as described or otherwise not of satisfactory quality.
Unopened Products
For standard, non-personalised products that are eligible for return, you must contact us within 14 days of receiving your order to tell us that you wish to cancel or return it.
Products must be unopened, unused and in their original sealed packaging.
Once you have contacted us, eligible products should be returned within 14 days.
To request a return, please email:
Please do not send anything back to us before contacting us. We will provide the appropriate return instructions if your return is accepted.
For change-of-mind returns, the customer is responsible for the cost of returning the goods unless we agree otherwise.
Damaged, Incorrect or Faulty Orders
Please check your order as soon as it arrives.
If your order arrives damaged, you receive the wrong product, an item is missing, or you believe there is a problem with the product, please contact us as soon as possible at:
Please include:
- Your order number
- A description of the problem
- Photographs of the product and packaging where possible
For food-related issues, we may also ask you to provide photographs of the best-before date, batch information or product label so we can investigate the problem.
If we confirm that an item is faulty, damaged or incorrect, we will arrange an appropriate refund, replacement or other resolution.
Build Your Own & Custom Orders
Our Build Your Own Pick ’n’ Mix products are prepared according to the sweets you select.
Because these products are made specifically to your choices, they cannot normally be cancelled or returned simply because you have changed your mind once the order has been prepared.
This does not affect your rights if there is something wrong with the order or we have not supplied what you ordered.
Allergies & Ingredients
Customers are responsible for checking the ingredients and allergen information provided before placing an order.
If you have a food allergy or intolerance and are unsure whether a product is suitable for you, please contact us before ordering at info@sweet-bros.co.uk.
Exchanges
Due to the nature of our food products, we do not normally offer direct exchanges.
Where an eligible unopened product is being returned, the easiest option is to return the original product in accordance with this policy and place a new order separately.
Refunds
Once an eligible return has been received and inspected, we will let you know whether your refund has been approved.
Approved refunds will be made to your original payment method.
Please allow up to 10 business days after approval for the refund to appear. Processing times can vary depending on your bank or payment provider.
Where required by consumer law, any standard delivery charge paid on an eligible cancelled order will also be refunded. Additional charges for premium or upgraded delivery options may not be refundable.
If more than 15 business days have passed since we approved your refund, please contact:
Sale Items
Buying an item in a sale does not affect your statutory rights.
However, food products, personalised products and opened products remain subject to the exclusions explained elsewhere in this policy.
Contact Us
For any questions about an order, return or refund, please contact:
Sweet Bros
Email: info@sweet-bros.co.uk