Refund policy

We hope you are completely happy with your Ruby’s Sweet Shop order. Because we sell food products, certain returns are restricted for food safety and hygiene reasons. However, nothing in this policy affects your statutory consumer rights.

Cancelling or changing an order

If you need to cancel or change an order, please email hello@rubyssweetshop.co.uk as soon as possible.

We will try to help, but orders cannot be changed or cancelled once they have been dispatched.

Change-of-mind returns

For products that are eligible for return, you must tell us that you wish to cancel within 14 days of receiving your order.

Returned products must be:

  • Unopened and unused

  • In their original packaging

  • Sealed and undamaged

  • Suitable for resale

After notifying us, you must return the eligible products within 14 days. Please contact us before returning anything so we can provide the correct return instructions and address.

Unless the item is faulty, damaged or incorrect, the customer is responsible for the return postage cost. We recommend using a tracked postal service, as the returned products remain the customer’s responsibility until they reach us.

Products that cannot be returned

Unless they are faulty, damaged, incorrectly supplied or not as described, we cannot accept returns of:

  • Food products that have been opened or had their seal broken after delivery

  • Products that cannot be resold for food safety, health protection or hygiene reasons

  • Products that are liable to deteriorate or expire rapidly

  • Bespoke or clearly personalised products where the legal cancellation exemption applies

This does not affect your rights if a product is faulty, damaged, unsafe or not as described.

Damaged, faulty or incorrect orders

We carefully check and pack every order before dispatch. If your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

  • Your full name

  • Your order number

  • A description of the problem

  • Clear photographs of the product and packaging

Please keep the affected product and all packaging until we have reviewed the issue. Do not return food products unless we ask you to do so.

Once we have assessed the problem, we will offer an appropriate replacement or refund in accordance with your statutory rights.

Missing orders

If your parcel has not arrived within the estimated delivery period, please contact us at hello@rubyssweetshop.co.uk.

We will investigate the matter with the delivery company. When we arrange delivery, Ruby’s Sweet Shop remains responsible for the order until it has been delivered to you or to a person you have authorised to receive it.

Refunds

Approved refunds will be returned to the original payment method.

For an eligible change-of-mind cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for express delivery will not normally be refunded.

We may wait until the returned products have been received, or until you provide evidence that they have been sent back, before issuing the refund.

Please allow additional time for your bank or payment provider to process the refund after it has been issued.

Contact us

To request a cancellation, return, replacement or refund, please email:

hello@rubyssweetshop.co.uk