Return and Refund Policy
Consumers
If you are a customer located within the European Union and are not completely satisfied with your recent purchase, we are happy to accept an item returned in its original condition. Any product that is used, opened, or not in its original packaging will not be accepted for a return.
You have the right to cancel your purchase, for any reason, within 14 days of having received the order (or from the day after you receive the last item of your entire order). After cancelling the purchase, you have to return the product to us within 14 days. Unless the product(s) you are returning is/are damaged or unsafe, you are responsible for the cost of returning the product to us.
If you wish to exercise this right, please inform us of your cancellation by sending us an e-mail at help@sweet-fresh.com. The e-mail must contain the following information:
- A receipt of purchase
- Your first and last name
- Your order-number
- The date of purchase
- The item to be returned
- The reason for return
- Photographic evidence of damage or unfitness for purpose (if product arrived defective)
Please note that for food items that arrive expired or are otherwise unfit for their purpose, you can receive a refund or a replacement if you provide photographic evidence of this within 24 hours of these products arriving by using the e-mail address stated above.
Upon receival of an e-mail, we will provide you with information indicating where to send your return product(s) or which next steps will be taken to handle your refund. Once we receive a return that is in accordance with this policy, you will receive the refund on your original method of payment.
Returns will take approximately 14 days to be received and processed. For returns in accordance with this policy we offer a full refund, provided that the items that you return to us are in the same condition they were in upon your receipt. This means that the item should not be damaged, used, or soiled.
When your return has been processed, a refund will be issued to your original payment method, which could take up to 10 work days. Any refunds made by us will be made to the method of payment provided when you placed your order. The refund will include the costs of our standard delivery option but, unless the products were damaged or unsafe, will exclude the cost of returning the package to us, as well as any import costs.
We will keep in touch with you along the way and send you an email once it’s all done.
Which items can I return?
The following products will not be eligible for a refund:
- Products that have been opened or unsealed (other than where necessary to inspect)
- Products without original packaging or labels
- Products or packaging in poor condition
Contact
You can get in touch with us by clicking here. Please be aware that all our e-mails are conducted in English.