SUGAR SPHERE LTD

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Return & Refund Policy

Return & Refund Policy

1. Faulty or Damaged Items:

  • We take utmost care in packaging our products to ensure they reach you in perfect condition. In the rare event that your chocolate or cake arrives damaged or faulty, please contact our customer service team within 48 hours of receiving your order.
  • We will provide you with instructions on how to return the item. Upon receipt of the damaged/faulty product, we will issue a full refund, including the cost of return shipping, or send you a replacement, depending on your preference.

2.  Change of Mind:

  • Unfortunately, we cannot accept returns if you have simply changed your mind or no longer require the product.
  • Please ensure you carefully read all product descriptions and specifications before making a purchase.

3. Cancellation:

  • If you wish to cancel your order, please contact us within 12 hours of placing the order. Once the order has been processed and dispatched, we cannot cancel the shipment.

4.  Refund Process:

  • Refunds for eligible returns will be processed within 7-10 business days after receiving the returned item.
  • Refunds will be issued to the original payment method used during the purchase.

5.  Return Shipping:

  • If you are returning a faulty or damaged item, we will provide you with a prepaid return label. Please securely pack the item in its original packaging to prevent further damage during transit.
  • For non-faulty items, you will be responsible for the return shipping costs.

6. Conditions for Return:

  • The product must be returned in its original packaging and in the same condition as it was received.
  • Please include a copy of the original invoice or packing slip with the return shipment.

7. Contact Us:

  • For all return inquiries or to report damaged/faulty items, please contact our customer service team at suport@customisedchocolatebox.co.uk or 074 6649 6473.
  • Please note that this policy is subject to change without prior notice. It is advisable to review our return policy before making a purchase to ensure you are aware of our current terms and conditions.