Refund policy
Last updated: 28/05/2026
At Juanderful Sweets, we want every order to arrive fresh, delicious and exactly as expected. As we sell food products, including pick ’n’ mix sweets, our returns policy must also follow food safety and hygiene rules.
This policy applies to orders placed through our website.
1. Change of mind returns
Because our sweets are food items, we are unable to accept returns for opened, unsealed, used or handled products.
For hygiene and food safety reasons, we cannot accept returns of sweets once the packaging has been opened, tampered with, damaged, or the product is no longer in a resalable condition.
If your order is unopened, sealed and in its original condition, you may contact us within 14 days of receiving your order to request a return.
Once your return request is approved, you must send the item back to us within 14 days.
2. Items that cannot be returned
We cannot accept returns or offer refunds for:
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Pick ’n’ mix sweets that have been opened or unsealed
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Sweets that have been handled, partially eaten, or tampered with
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Personalised, custom-made, or specially requested sweet mixes
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Products that have deteriorated due to incorrect storage after delivery
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Items returned without approval
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Products where the hygiene seal or packaging has been broken
This does not affect your legal rights if an item is faulty, damaged, incorrect, or not as described.
3. Damaged, faulty or incorrect orders
Please check your order as soon as it arrives.
If your order arrives damaged, faulty, incorrect, or missing items, please contact us within 48 hours of delivery at:
Please include:
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Your order number
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A description of the issue
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Clear photos of the product, packaging and delivery box
Once reviewed, we may offer a replacement, refund, partial refund, or store credit depending on the issue.
4. Refunds
If your refund is approved, we will process it back to your original payment method.
Refunds are usually processed within 14 days of us receiving the returned item, or receiving proof that the item has been sent back.
Please note that it may take additional time for your bank or payment provider to show the refund in your account.
5. Delivery costs
If you are returning an item because you changed your mind, you are responsible for the return postage costs.
If your item is faulty, damaged, incorrect, or not as described, we will cover reasonable return postage costs where a return is required.
Original delivery charges may be refunded where required by law. If you selected a premium or express delivery service, only the standard delivery cost may be refunded.
6. Failed deliveries and incorrect addresses
Please make sure your delivery address is correct before placing your order.
We are not responsible for orders that are delayed, lost, or returned due to an incorrect or incomplete address provided by the customer.
If an order is returned to us because of an incorrect address, missed delivery, refusal to accept delivery, or failure to collect from a courier/postal depot, we may offer to resend the order. Additional postage charges may apply.
Due to the nature of food products, we may not be able to refund returned sweets if they are no longer suitable for resale.
7. Allergies and dietary requirements
Customers are responsible for checking ingredients, allergens and dietary information before ordering.
If you have allergies, intolerances, or specific dietary requirements, please contact us before placing your order.
Due to the nature of pick ’n’ mix sweets, we cannot guarantee that products are free from traces of allergens, as cross-contamination may occur during manufacturing, packing or handling.
8. International orders
Juanderful Sweets is based in the UK and our website is primarily focused on UK customers. However, we may also sell to customers in the EU and worldwide.
International customers are responsible for checking whether sweets can be imported into their country before placing an order.
We are not responsible for delays, customs charges, import duties, taxes, refused deliveries, or items seized by customs.
If an international order is returned to us due to customs issues, unpaid fees, import restrictions, or failed delivery, postage costs are non-refundable. A refund for the product may only be offered if the items are returned to us unopened, sealed and in a resalable condition.
9. How to request a return or refund
To request a return or refund, please email:
Include:
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Your full name
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Order number
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Reason for the return or refund request
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Photos, where relevant
Please do not send any items back to us without contacting us first.
10. Your statutory rights
Nothing in this policy affects your statutory rights.
You are entitled to a refund, replacement or other remedy where goods are faulty, not as described, or not fit for purpose.
Please note: Due to food safety and hygiene reasons, we cannot accept returns of opened pick ’n’ mix sweets unless they are faulty, damaged, incorrect, or not as described.