Returns and cancellation

Last updated: 12 September 2026

This page explains how cancellations and returns work at Get Sweet, aligned with UK distance-selling rules. Have your solicitor confirm the Sweet Pouch vs pre-packed distinction before you treat this as final. It is not legal advice.

Cooling-off / cancellation (14 days)

Under the Consumer Contracts Regulations, most goods bought online come with a 14-day right to cancel. There are exemptions. For our catalogue we treat the two product types differently:

• Custom Sweet Pouches — made to your specification (you choose the sweets and slot allocation). That kind of made-to-order goods is a listed exemption, so the 14-day cancellation right likely does not apply once the pouch is packed to your mix.
• Pre-packed products — sealed bags, cans, boxed gifts and similar catalogue items that are not customised. These are ordinary goods and the 14-day right most likely does apply, subject to the sealed-goods hygiene exemption once opened or unsealed.

If both types are in one order, we will apply the rules to each line separately when you ask to cancel or return.

How to cancel or return

Email hello@getsweet.co.uk with your order number and what you want to cancel or return. Do not post items back until we have confirmed the address and whether a return is accepted.

Where a return is due, refunds go back to the original payment method after we receive and check the goods (or sooner if we agree). Delivery charges may be handled as set out in your order confirmation and UK consumer law.

Faulty or wrong items

Your statutory rights for faulty or misdescribed goods are unaffected. Tell us promptly and we will put it right — replacement, repair or refund as appropriate.

Related policies

See also our terms, delivery information and privacy policy.