Refund policy
We hope you are happy with your order. This policy explains your rights if you wish to cancel an order, return an item or report a problem.
Nothing in this policy affects your statutory rights under UK consumer law.
Changing or Cancelling an Order
If you need to change or cancel an order, please contact us as soon as possible at sales@giantbradleyssweetshop.com.
We will do our best to make the requested change or stop the order before dispatch, but this may not be possible once preparation or packing has begun.
If a qualifying order has already been dispatched, you may still have the right to cancel and return it in accordance with the terms below.
Your Right to Cancel an Online Order
For products that qualify for cancellation, you have 14 days from the day after you receive your order to tell us that you wish to cancel it.
After notifying us, you then have a further 14 days to return the qualifying products.
You do not need to provide a reason for cancelling a qualifying order.
To exercise your right to cancel, email sales@giantbradleyssweetshop.com and include your name, order number and the products you wish to return.
Return Conditions
Where a product qualifies for a change-of-mind return, it should be returned unopened, unused and in its original packaging wherever reasonably possible.
You may inspect a product only to the extent that you would reasonably be able to inspect it in a shop. We may make a reasonable deduction from the refund if unnecessary handling has reduced the product’s value.
Please take reasonable care of returned products and package them securely.
Proof of purchase may be required. This could include your order confirmation, receipt or another suitable record of the purchase.
Products That Cannot Normally Be Returned
The right to cancel may not apply to:
- products made to your specifications or clearly personalised;
- bespoke pick-and-mix selections or other products mixed specifically to your chosen requirements where they cannot reasonably be resold;
- products that are liable to deteriorate or expire rapidly;
- sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
- gift cards.
These exclusions do not apply where a product is faulty, damaged, unsafe, not as described or otherwise does not meet your statutory rights.
Not all food products are automatically excluded from cancellation. Whether a product qualifies for return will depend on the nature of the product and the circumstances.
Return Delivery Costs
For an eligible change-of-mind return, you are responsible for the cost of returning the products to us.
We recommend using a tracked delivery service and retaining your proof of postage, as you are responsible for the returned products until they reach us.
If a product is faulty, damaged, incorrect or not as described, we will cover reasonable return costs or provide suitable return instructions.
Return Address
Please contact us before returning any products so that we can provide the correct instructions.
Unless we tell you otherwise, returns should be sent to:
Giant Bradley's Sweet Shop
91B York Road
Market Weighton
YO43 3EE
Please include your name and order number inside the parcel.
Returning a product without contacting us first does not remove your statutory rights, but contacting us helps us identify and process your return more quickly.
Faulty, Damaged or Incorrect Products
Please inspect your order after delivery and contact us as soon as reasonably possible if a product is damaged, defective, unsafe, not as described or if you have received the wrong product.
Email sales@giantbradleyssweetshop.com with your order number and a description of the problem.
We may ask for photographs of the product, packaging and delivery label to help us investigate the issue. However, requesting photographs does not affect your statutory rights.
Where a product does not meet the requirements of UK consumer law, you may be entitled to a refund, repair or replacement, depending on the circumstances and how much time has passed.
Claims relating to faulty or misdescribed products are not limited to 14 days. However, we recommend contacting us promptly so that we can investigate and resolve the issue.
Sale Items
Sale and discounted products have the same statutory rights as products purchased at full price.
A sale item may therefore be returned where the law gives you a right to cancel or where it is faulty, damaged, unsafe or not as described.
Refunds
Once we have received and inspected your return, we will notify you of the outcome.
Where a qualifying online order is cancelled, we will refund the price paid for the returned products together with the cost of our least expensive standard delivery option, where required by law.
If you selected a more expensive or enhanced delivery service, we are not required to refund the additional amount above the cost of standard delivery.
We will issue an approved refund to your original payment method within 14 days of receiving the returned products or receiving suitable evidence that they have been sent back, whichever occurs first.
For products that are faulty, damaged, incorrect or not as described, refund times will be handled in accordance with your statutory rights.
After a refund has been issued, your bank, card provider or payment service may take additional time to process it.
We do not charge a general restocking fee for returns made under your statutory rights.
Delayed or Missing Deliveries
Your order remains our responsibility until it has been delivered to you or to a person you have identified to receive it.
If your parcel has not arrived by the estimated delivery date, please check the tracking information and contact us at sales@giantbradleyssweetshop.com.
We will investigate the delivery with the courier. Couriers may apply their own investigation periods before confirming that a parcel is lost, but this does not remove or restrict your statutory rights.
If the order cannot be delivered within the agreed period, or within the period required by law where no date was agreed, you may be entitled to cancel the order and receive a refund.
Parcels Marked as Delivered
If tracking shows that your parcel has been delivered but you have not received it, please first check:
- around the property and any nominated safe place;
- with other members of your household;
- with immediate neighbours; and
- any delivery photograph or location information provided by the courier.
Please then contact us promptly so that we can investigate with the courier.
We may ask you to complete a denial-of-receipt declaration and provide information reasonably required for the investigation. We will assess the available evidence and provide an appropriate resolution in accordance with your statutory rights.
Incorrect or Incomplete Delivery Addresses
You are responsible for checking that the name, delivery address and postcode entered at checkout are complete and accurate.
If you notice an error, contact us immediately. We will try to amend the address before dispatch, but we cannot guarantee that a change will be possible.
If an order is returned to us because the address supplied was incorrect or incomplete, we will contact you. You may choose:
- to have the order sent again, subject to payment of the additional delivery charge; or
- to receive any refund that is due after considering the nature and condition of the returned products and any lawful deductions.
Original delivery costs may not be refundable where delivery failed because incorrect or incomplete information was supplied by the customer.
If a parcel is successfully delivered to the address entered at checkout, we may be unable to recover it. Any resolution will depend on the circumstances and will not affect rights that cannot legally be excluded.
Unclaimed or Undeliverable Parcels
If delivery is attempted and the parcel is subsequently returned to us because it was not collected, access was unavailable or the courier could not complete delivery, we will contact you when it is received back.
You may be asked to pay an additional delivery charge if you would like the order sent again.
If a refund is requested, the amount available will depend on the circumstances, the condition of the returned products and whether any products are excluded from cancellation because they were personalised, bespoke, perishable or otherwise legally exempt.
Contact Us
For questions about cancellations, returns or refunds, contact:
