Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@planetofsweets.co.uk. Items sent back to us without first requesting a return will not be accepted.
Any refunds for unwanted substitutions or returned items will be made after the goods have been returned. However for cancelation after your order has been packed and courier service reserved we will charge for the return minimum £5.99.
For DPD orders return postage costs £12.50
Please send the package via courier and provide us with the tracking number. Standard address for returns (if confirmed by Customer Support after receiving your proof of purchase):
Planet Of Sweets & 1 New Elm Rd, Big Yellow Storage Manchester, M3 4JH United Kingdom
Toll-Free Phone Support: +44 7412 288221
Email Support: info@planetofsweets.co.uk
In the event of the return process (if applicable), the Seller shall return to the Consumer all payments received from him, excluding the costs of delivering the goods, without delay, and in every case no later than 10 business days from the day on which the Seller received a refund package. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Please be aware that the Planet of Sweets cannot be held responsible and hence provide refunds/exchanges on stock affected 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 affect some items and damage by third parties – however we will seek to get apologies and compensation.
The payments you have made, excluding the costs of delivery of the goods as indicated in the terms and conditions, will be returned to you without delay, however, no later than within 10 business days from the day we receive your return package. The Seller will make the refund using the same methods of payment that were used by the Consumer in the original transaction unless the Consumer agrees to a different solution. In any case, the Consumer will not incur any fees in connection with this refund.
Consumer Complaint - Faulty Product
In case the goods purchased from us turn out to be defective, you have the right to make a claim.
Regarding the defect, you can demand:
-Replacing the item with one that is free of defects,
-Removing the defect,
-Price reduction,
You can report a complaint within a year of noticing the defect, but the time for submitting a complaint cannot end before the expiry of the item's warranty period.
Your complaint will be considered (responded to) within 30 days from the date we receive your complaint notification.
To ensure the quick processing of your return, please confirm the return facility address with our customer service at info@planetofsweets.co.uk. After that, please send the package via courier and provide us with the tracking number.
Standard address for returns (if confirmed by Customer Support after receiving your proof of purchase): Planet Of Sweets & 1 New Elm Rd, Big Yellow Storage Manchester, M3 4JH United Kingdom
Additional Product Information & Returns Clarification
Change of mind / Personal preference
Returns requested due to personal preference, appearance expectations, or suitability for gifting (including concerns related to visual appearance or packaging presentation) are considered change of mind returns.
In such cases:
-
return shipping costs are the responsibility of the customer;
-
original delivery charges are non-refundable.
Product appearance disclaimer
Due to the natural composition of chocolate and confectionery products, visual changes such as white bloom may occur as a result of temperature fluctuations during transport or storage.
This is a natural and harmless process and does not affect taste, quality, or safety.
Such visual characteristics are considered normal product variation and do not constitute a product defect under consumer legislation, and therefore are not grounds for free return or refund.
Best before dates & shelf life
All products sold have a valid best before date at the time of dispatch.
For gift sets and multipacks, best before dates are indicated on individual product packaging.
Outer or decorative gift packaging may not display individual expiry dates.
Some confectionery products may naturally have a shorter remaining shelf life due to ingredients or production method.
Products that are still within their stated best before date are not considered faulty.
Please do not send your purchase back to us before you send us an email regarding your complaint notification:
Email Support: info@planetofsweets.co.uk
Toll-Free Phone Support: +44 7412 288221