Terms, Conditions and Returns

Last updated: 23.11.2025

Welcome to [Your Shop Name]. By placing an order on our website, you agree to the terms and conditions outlined below. Please read them carefully before purchasing.

1. General Information
  • We are a UK-based business selling pre-made and custom sweet packages.
  • These terms apply to all orders placed through our website.
  • By purchasing from us, you confirm that you are at least 18 years old or have permission from a parent/guardian.
2. Products & Allergens
  • All product descriptions, images, and pricing are provided as accurately as possible.
  • Sweet mixes may contain or come into contact with allergens such as milk, nuts, wheat, gluten, soy, and gelatine.
  • It is your responsibility to check allergen information before purchasing.
  • Colours, shapes, and exact sweet combinations may vary depending on stock availability.
3. Custom Orders
  • Custom mixes are made fresh and require additional preparation time (see preparation & postage info on our site).
  • Once a custom order has been created, it cannot be changed or cancelled due to the bespoke nature of the product.
4. Pricing & Payment
  • All prices are listed in GBP (£).
  • Payment must be made in full at checkout.
  • We reserve the right to update prices at any time.
  • Payments are securely handled through our third-party payment provider – Stripe.
5. Shipping & Delivery
  • Postage is charged at a fixed rate of £3.50 on all orders.
  • Orders are sent via Evri (estimated 2–4 days).
  • Preparation time varies by product (2 day for pre-made, 2–3 days for custom mixes).
  • Delivery times are estimates and not guaranteed.
  • We are not responsible for delays caused by postal services.
6. Returns & Refunds
  • Due to the perishable and food-based nature of our products, we are unable to accept returns.
  • Refunds may be issued in certain cases such as incorrect items or quality concerns (see Refund Policy below).
7. Missing Orders

If your order does not arrive within a reasonable timeframe, please contact us within 48 hours with:

  • Your order number
  • A description of the issue

We will do our best to resolve the issue quickly.

8. Intellectual Property

All content on our website, including text, images, designs, and branding, is owned by Sugar Rush with Vicky and may not be copied or reproduced without permission.

9. Limitation of Liability

We are not liable for:

  • Allergic reactions due to failure to read allergen information
  • Delays caused by postal services
  • Incorrect addresses provided by the customer
  • Any indirect or consequential losses
10. Contact Information

For enquiries, please contact us at:
📧 sales@sugarrushwithvicky.co.uk

Refund Policy

Last updated: 23.11.2025

We want every customer to be happy with their sweets, but due to the nature of our products, there are limitations on refunds. Here’s how it works:

1. Non-Returnable Items

Because our products are perishable, we cannot accept returns for:

  • Opened or unopened sweet bags
  • Custom mixes
  • Pre-made mixes
  • Seasonal or limited-edition products
2. When Refunds Are Possible

We may issue a refund or replacement only in the following circumstances:

Incorrect Items

If you receive the wrong product due to an error on our side.

Order Not Received

If your parcel has not arrived within a reasonable timeframe after dispatch.
(We may need to investigate with the courier before issuing a refund.)

3. What We Need From You

If there’s an issue with your order, please contact us within 48 hours and provide:

  • Your order number
  • A clear description of the problem

This helps us resolve things quickly and fairly.

4. Processing Refunds
  • Approved refunds will be issued back to your original payment method.
  • Processing times may vary depending on your bank or provider.
  • In some cases, we may offer a replacement instead of a refund.
5. Cancellations
Custom Orders

Cannot be cancelled once we have started preparing the mix, as these are made to your specifications.

Pre-Made Orders

May be cancelled only if they have not yet been processed or packaged.

6. How to Contact Us

If you need help with a refund or issue, reach out to:

📧 sales@sugarrushwithvicky.co.uk

We’ll always do our best to make things right — your satisfaction is important to us!

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