cart menu user

Returns Policy

In order to ensure our customers receive the best level of service and are happy to indulge their sweet tooth at Keep It Sweet we offer a comprehensive returns policy in the unlikely event that you are not 100% satisfied with sweets delivered. Please note that the following returns procedure must be followed, and failure to do so may result in us being unable to exchange goods or provide refunds. Also please be aware that Keep It Sweet cannot be held responsible and hence provide refunds/exchanges on stock effected by circumstances beyond our control. This includes damage and neglect after goods are received, goods being stored in climatic conditions such as extremes of temperature that can effect some items.  Please note that items often stick together or alter appearance slightly, but will taste the same. Also during the hot summer months goods in transport can be effected by the heat so be aware that delicate items such as chocolate may not always look as intended, but they will of course still taste as good as ever.

Our Policy

Keep It Sweet should be notified within 48 hours of receipt of your order of any part that is unsatisfactory.  Please email us at enquiries@keepitsweet.co.uk quoting your order number and full name and delivery address.  Once we have responded to your message goods must be returned within 7 days if requested by us. Please do not return any goods until we have replied to you.   Please send goods once confirmed to the address below:

UNIT 4 HUGHES BUSINESS CENTRE

WILVERLEY ROAD

CHRISTCHURCH

BH23 3RU

Goods returned should be in their original condition and packaging in which they arrived, along with a copy of the invoice or packing slip. Once received, items will be checked and refunds on goods and postage arranged where applicable. Keep It Sweet cannot issue refunds on simply unwanted goods due the perishable nature of goods on sale. Refunds/exchanges will only be offered on items that are faulty, and were clearly so at the time at which they were dispatched. Gift vouchers and bespoke orders cannot be exchanged or refunded.

Keep It Sweet will only except goods for return and refund/exchange if supplied by us and will only refund the costs of fair return postage and original sale price of goods. No additional compensation will be available on goods returned other than that already stated, as Keep It Sweet are not responsible for any costs or losses incurred after costs of goods and return postage.

Keep It Sweet always strive to be fair and just when dealing with our customers’ genuine problems. Please "keep it sweet" for all other sweetie enthusiasts by not making false and tiresome complaints as we want to spend our time supplying the best sweets we can at the best prices and false claims will only slow up the process for genuine problems. Please note that our terms and conditions are in order to offer a simple and fair policy to deal with genuine complaints and do not affect statutory rights of either party.