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Return and Refund Policy

Thank you for visiting Sweet Genie.

If, for any reason, you are not completely satisfied with a purchase that you have made from us then please view our returns and refunds policy below.

Cancellation Rights

Any orders may be cancelled before they are dispatched. A full refund will be issued in such cases.

You are entitled to cancel your order within 14 days of receipt of that order without having to provide any reason for doing so.

In order to exercise your right of cancellation, you must inform us of your request to cancel by means of an e-mail to [email protected], ensuring that your Order Reference is quoted in that message so that your order can be identified; we will then provide you with instructions on how to return those goods to us.

Sweet Genie will provide reimbursement to you no later than 7 days from the day on which we receive your returned goods. This will be via the same method used to make payment of the initial order.

To be eligible for a return, your item(s) must be unopened and/or unused and in the same condition in which they were received.

The following goods may not be returned:

  • Goods made to your specifications or clearly personalised in nature (this includes pick & mix product made to your specification).
  • Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry has passed.
  • Goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any products that do not meet the above conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning goods to us. Sweet Genie Ltd, its agents or employees cannot be held responsible for goods damaged or lost in a return shipment; we therefore recommend an insured and trackable mail service is used.  We are unable to issue a full or partial refund without receipt of the goods or proof of a completed return delivery.

Problem With Your Order?

If your package is visibly damaged upon arrival, please make a note of this and advise to [email protected] immediately, an attached photograph showing the damage to items and/or outer packaging is also advisable.  Please do not dispose of the package.  We will respond with details on how to return or other suggested resolution.  No liability for damages and or discrepancies will be accepted if a proof of delivery is signed for as received in good condition.

Any discrepancies with the order received must be notified to us in writing to [email protected] within 48hrs of the receipt of your order. No liability may be accepted for discrepancies notified to use any later than 48hrs after receipt.

Please note that any products that are sensitive to heat and are ordered during the summer months are done so at your own risk. We cannot accept any liability for damage caused in transit due to warm weather.  Sweet Genie only sends out goods which are well within their Best Before date, however by placing an order the customer accepts that climatic conditions may cause deterioration in product quality, and Sweet Genie cannot be held responsible for such occurrences once goods have left our premises.

Missing Order?

In the unlikely event that your order goes missing, we will offer to send a replacement order or refund. In the event of delayed delivery or lost parcel, all reasonable efforts will be made by Sweet Genie to contact the relevant delivery partner to track the parcel.  However, if there is verifiable proof of delivery from the delivery partner, we may not send a replacement order to the original specified delivery address.

Contact Us

If you have any questions about this Return and Refund Policy, please contact us at [email protected].