Unfortunately, we are unable to refund made to order food orders. This does not however affect your statutory rights. We will explain refunds in more detail below…
Our Goodwill policy
In addition to your statutory rights under consumer laws in the United Kingdom, we have a goodwill policy. Under our goodwill policy, within 28 days after you have received your non-perishable and/or non-personalised, custom orders from us, you are not entirely satisfied with them you can return them with your proof of purchase and we will refund you for or replace/exchange the returned items. We will refund the value of the items by using the same payment method which you used when you bought them from us, except where you do not have adequate proof of purchase. Where inadequate proof of purchase is not provided by you, we may instead choose to refund the value of the returned items by providing you with a Sweet Things Savoury gift card or vouchers for the equivalent value of the returned items. Our goodwill policy is however discretionary and some items are excluded from it such as items that are used or damaged by you, items where the seal or packaging has been broken by you, perishable items including food and made to order or personalised items.
Your legal rights
Your other legal rights to refund or replacement under consumer laws:
Under consumer laws in the United Kingdom, we must supply our goods to you as described, fit for purpose and they must be of satisfactory quality. If we supply services to you, then we must supply them with reasonable care and skill.
During the expected lifespan of the product your legal rights under consumer laws in the United Kingdom entitle you to the following:
- up to 30 days: if you have changed your mind about the product you have purchased then unless the product is faulty, you have 30 days to return it in its original condition e.g. kept in the original packaging and labels and is undamaged and unused.
- up to six months: if your goods cannot be replaced, then you are entitled to a full refund, in most cases.
- over six months: if a fault develops after the first 6 months then you may be able to claim a refund or have the product replaced. However, we may require proof that the product is faulty.
- up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
Customers must inform the retailer that they wish to cancel within 14 days of receiving the goods. Customers then have 14 days to return the goods once the retailer has been informed. Refunds will be given within 14 days of receiving the goods back.
If you have bought services from us, under consumer laws in the United Kingdom you can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or you can get some money back if we cannot fix it. If you have not agreed a price with us beforehand, what you are asked to pay must be reasonable. If you have not agreed a time beforehand, then it must be carried out within a reasonable time.
If you wish to exercise your legal rights to reject products you must return them in person to us (either where you bought them or post them back to us or, if they are not suitable for posting, allow us to collect them from you). You will pay the cost of returning the goods whether by post or collection.
Exceptions to these rights:
There may be some exceptions to these rights such as for those products and services listed below where, for reasons of hygiene, safety or under law we are not able to refund or exchange items unless faulty, not as described, not fit for purpose or of satisfactory quality: Chilled and Frozen Products (including Food Made To Order) & Gift Cards/ Vouchers.
None of the above affects your statutory rights.
You have additional rights of cancellation if you order products online. These are described below in the section called "Cancellation rights".
Details of our goodwill policy as well as a description of your rights to refunds or replacements as described above.
You are also entitled under consumer laws in the United Kingdom to cancel your order if you are contracting with us online or by phone and, should you wish to do so, Sweet Things Savoury will refund or replace any products if you return them to us within 14 days after the day you receive them (so long as you have not unreasonably or unnecessarily handled or damaged them or their packaging).
There may be some exceptions such as those listed here where, for reasons of hygiene, safety or under law we are not able to refund or exchange items unless they are faulty or not as described or not fit for purpose or of satisfactory quality: Chilled and Frozen Products (including all Food Made to Order); Gift Cards and Vouchers; or bespoke products made to your specification that have been clearly personalised.
We will also refund any services up until 14 days after we confirm to you in writing that we have accepted your order for them. Once we have completed the services however you may not be able to obtain a refund if you have changed your mind.
If you wish to exercise your right of cancellation for products that you have ordered online, you are obliged to retain possession of the products and take reasonable care of them or return them to us.
If you decide to cancel products that you have ordered online, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This excludes the cost of delivery. We may make a deduction from the reimbursement for loss in value of any products supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.
Please contact Sweet Things Savoury on 01945 474594 or by email to yummy@SweetThingsSavoury.com with any queries and notice of an order cancellation must be given by phoning Sweet Things Savoury or by email or in writing to Sweet Things Savoury, 33 Gaultree Square, Emneth, Wisbech, Cambridgeshire, PE14 8DA.