Return and Refund Policy

This Return and Refund Policy applies to The Sweets Hub 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 The Sweets Hub LTD.

General Returns Policy

Returns are accepted only if approved in writing by management.

All sales are considered final once processed unless:

  • The goods are faulty
  • The goods are damaged in transit
  • The incorrect items were supplied

We do not accept returns for:

  • Change of mind
  • Ordering errors
  • Slow stock turnover
  • Price changes
  • Seasonal demand changes

Any return request must be submitted in writing within 48 hours of delivery.

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 wholesale@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.

Damaged, Faulty or Incorrect Goods

If goods arrive damaged, faulty, or incorrect:

  • You must notify us within 24 hours of delivery.
  • Clear photographs of the products and packaging must be provided.
  • All original packaging must be retained.

Pallet deliveries must be checked before signing. Signing as “clear”, “unchecked”, or similar confirms goods were received in good condition.

Failure to report issues within the required timeframe may result in rejection of the claim.

Approved claims may result in:

  • Replacement of the goods
  • A credit note
  • A refund at our discretion

Substitutions

Where a product is unavailable, we reserve the right to offer a substitute of equal value or similar flavour, subject to customer confirmation.

If a suitable substitute is not agreed, a refund will be issued for the unavailable item only.

Perishable & Heat-Sensitive Products

Due to the nature of confectionery and perishable goods:

  • Returns are not accepted unless defective.
  • Heat-sensitive products are purchased at the customer’s own risk during warm weather.
  • We are not responsible for storage conditions after delivery.

Delivery & Loss Claims

Claims for non-delivery must be reported within 7 days of the expected delivery date.

We are not responsible for delays caused by:

  • Courier issues
  • Weather conditions
  • Failed delivery attempts
  • Incorrect delivery information was provided by the customer.

Shipping charges are non-refundable under any circumstances.

Refused Deliveries

If a delivery is refused without prior written agreement:

  • Return shipping costs will be deducted from any refund.
  • Pallet return costs will be applied.
  • Additional depot storage or redelivery fees may apply.
  • Original shipping costs are non-refundable.

Exchanges

Exchanges are not offered. Any approved return will be handled strictly at management’s discretion.

Inspection & Acceptance

All goods must be inspected immediately upon delivery.

Claims made after resale, redistribution, or alteration of goods will not be accepted.

Chargebacks & Payment Disputes

If a payment dispute or chargeback is initiated without contacting us first, we reserve the right to recover all associated administrative, legal, and chargeback fees.

Contact Information

All return requests must be submitted in writing to:

The Sweets Hub LTD
5 Manton Close
Hayes
UB3 2BA
United Kingdom

Email: wholesale@thesweetshub.co.uk