Returns Policy

Last Updated: 13/07/2022

Once a product has been purchased, you as the customer have entered into a contract with Hey Sweetheart Sweetshop in regards to the transaction of goods. We expect both parties to fulfil their terms of the agreement of sale and delivery and any monies to be paid up front. We do not accept cancellations or refunds on any customised or personalised products, this includes (but not exclusive to) our pick & mix, sweet cones and bespoke gift ranges.

Cancelation rights

For goods that can be cancelled or returned, you have the right to return an item if it is unopened, in its sale condition and in its original packaging. Once you or an authorised recipient have received the product, you have 14 days from the receipt of goods to notify us of the return/cancellation. After this date, we are unable to offer a cancellation or refund.

You must notify us by email – of the request.

We will aim to reply to your email within 2 business days. Once we have been notified and agreed the return/cancellation, you will have 14 days to return the product to us at 10 Skelton Crescent, Huddersfield, HD4 5PN. Please wait for our response before sending the goods.

We will reimburse you via the payment method used at point of sale no later than 14 days from the date we receive the returned goods.

Only standard priced items can be refunded, goods on sale cannot be refunded.

Conditions of return

The following items cannot be returned:

  • Customised items made to your specifications or personalised
  • Items that have been damaged after delivery, deteriorated or are out of date.
  • Items which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • Items which are, after delivery, according to their nature, inseparably mixed with other items.
  • The item returned is not as it was sold e.g. items missing.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions and is at our discretion.

Faulty or damaged products

If your product arrives damaged or incorrect, it is crucial that you keep all packaging, as this may need to be sent back to us on agreement of fault or damage. We will require photo evidence of any damage before we can process a return/refund. Once it has been agreed that the item is damaged or faulty, we will reimburse you no later than 14 days once we have received the returned goods, or if the goods are not required to be returned, 14 days from the date in which fault or damage is agreed.

Return Fees

On agreement of a return of goods, you will be required to cover the cost of any shipping fees. We recommend you use a recorded or tracked delivery method, as we will be unable to process a refund until we have received the delivery or proof of receipt of delivery has been shown.