Refund and Returns Policy

 

1. Returns & Exchanges

Since our products are personalised and made-to-order, we do not accept returns or exchanges unless the item is defective, damaged, or incorrect due to our error.

 

2. Refund Eligibility

We offer refunds or replacements under the following circumstances:

• The item received is damaged or defective.
• The personalisation details do not match your order confirmation.
• The wrong product was sent.

To be eligible for a refund or replacement, please contact us within 48 hours of delivery with the following:

• A clear photo of the item showing the issue.
• Your order number and details.

 

3. Refund Process

• After verifying your claim, we will either send a replacement or issue a refund.
• Refunds are processed within 5-7 business days back to the original payment method.

 

4. Non-Refundable Items

We do not offer refunds for:

• Incorrect personalisation due to customer input errors.
• Minor variations in colour, texture, or placement (as all products are handcrafted and unique).
• Delayed deliveries due to unforeseen courier issues.

 

5. Cancellations & Order Changes

• Orders can be cancelled or changed within 6 hours of purchase. After this period, customization begins, and changes may not be possible.

 

6. Shipping Issues

• If a package is lost in transit, we will assist in tracking it. If confirmed lost by the carrier, we will offer a replacement.
• We are not responsible for incorrect addresses provided by customers.

 

7. Contact Us

For any concerns, email us at surprise@sweetestsurprise.co.uk with your order details.