Refund policy

COLLECTIONS

Please note we cannot Canel / Return collection orders if the products are hand made / packed in store or are made to order items, these items include; 

Pick & Mix sweets (packed by staff) Pre bagged by manufacturer can be refunded assuming no date issues.
Hampers
Create Your Own Order
Fresh Cakes

We also cannot accept cancellation / returns on near date or past date items if they are displayed on the product title or description page.

Orders can be cancelled within 24 hour of orders being placed assuming they have not already been made.

Returns

**Missing Items**

On a rare occasion an item may be missed from your order due to unforeseen circumstances however please be assured we will provide a refund for the missing items or offer you an alternative product.

We mark and keep record all items that go out for delivery to ensure no items are missed, we also weigh all parcels before they leave our store so we can cross weigh it with the couriers weight during any claims process. 

If any items are out of stock when orders are being packaged, we will refund the missing item - All information will be provided within the packing slip inside the parcel. 

Safe Place

If your order is delivered to your safe place agreed with the courier we cannot issue a refund as the courier advices in advance that full responsibility is with the recipient - we advise not having parcels delivered to a safe place.

Please note heat / melting is not eligible for a refund as this is subject to change which is uncontrollable.

**DAMAGES**
Please note all damages / faulty products must be disclosed within 48 hours of the parcel being delivered or we will not be able to process a return or partial refund.

If an item is damaged we will have the item collected, examined and refunded if the item is deemed damaged / faulty. 

Please note in extreme weather scenarios such as very hot periods we advise not to order any items that are at risk of melting such as chocolate, marshmallow etc - We are unable to refund / replace heat damaged stock so please order chocolate, marshmallows etc at your own risk.

Please not in order for a refund to be processed we will require evidence of damages and/or we will have the product(s) collected and returned to our store for further evaluation - a refund on the items in question will be processed ones the damaged are analysed which we will ensure is completed as quickly as possible.

Please note heat / melting is not eligible for a refund as this is subject to change which is uncontrollable.

**FRESH GOODS**

Unfortunately due to the nature of the product we cannot refund items such as; Freeze Dried Sweets, Pick & Mix products, opened products - as these products cannot be reused, we will arrange for redelivery of the item.

Please note heat / melting is not eligible for a refund as this is subject to change which is uncontrollable.

**CAKES, COOKIES, CHOCOLATE & CRISPS**

Due to the nature of these items we cannot guarantee they will arrive in perfect condition due to traveling from the other side of the world. These Items will remain edible however are at risk of being bashed, smashed or broken; please take this into account if purchasing the items mentioned above. Unfortunately due to the nature of the products we would not be able to refund those products as they are a high risk item in regards to being broken etc.

We are unable to refund / replace heat damaged stock so please order chocolate, marshmallows etc at your own risk.

Please note heat / melting is not eligible for a refund as this is subject to change which is uncontrollable.

 **Order Cancellation**

If you wish to cancel an existing order please let us know within 1 hour of purchasing, if the order has already been shipped we are unable to cancel your order.

Please note we hold the right to cancel any wrongly listed items, product re calls, manufacturing issue listed items or website test products. We try our best to eliminate when possible however on rare occasions the above listed may show up on the website.

Please note we cannot guarantee order cancellations - we will do our best however it's not always possible to cancel orders as they may be already been prepared for delivery / picked up by the courier.

Tracked 24 hour orders may not be eligible for cancellation.  

** Address Error **

If the customer inputs the address incorrectly and the courier attempts to deliver to the address entered we are unable to provide a refund / resend; we will however do our utmost to have the product retrieved.

Please note if your order is returned to store due to an incorrect address entry a return fee is applied by royal mail which we will deduct from your return.

**Create Your Own**

Please note that if items are not selected on our create your own range we will replace with a random selection of products; for example if you select a Create your own 1kg bag and do not select any options we will send a 1kg pick & mix bag with a random selection of pick & mix - Always double check you have selected the correct items, if you are unsure you can always email us at JoesSweetieBarn@gmail.com or contact us on social media. If any selections are out of stock we will double up on previously selected items.

**Claims Process**

Our main courier is Royal Mail, in any event of a potential claim please allow up to 14 days for a full investigation by the courier. They do a great job into tracking down your parcel to find out the exact point of the fault and will do the best they can to resolve the issue ASAP

We are unable to refund / replace heat damaged stock so please order chocolate, marshmallows etc at your own risk.

Please note heat / melting is not eligible for a refund as this is subject to change which is uncontrollable.

Safe Place

If your order is delivered to your safe place agreed with the courier we cannot issue a refund as the courier advices in advance that full responsibility is with the recipient - we advise not having parcels delivered to a safe place.

**Create Your Own**

If we have any issues with pick & mix items due to manufacturing delays or delivery delays we will replace any missing selections with a very similar alternative.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Handheld foods such as candy floss, pick & mix.
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Joessweetiebarn@gmail.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Joessweetiebarn@gmail.com 

Shipping
To return your product, you should mail your product to: 79-81 Merry Street Motherwell ML11JJ.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If an item is damaged we will have the item collected, examined and refunded if the item is deemed damaged / faulty. 

**Important**

ALLERGEN INFORMATION 

PLEASE READ BEFORE PURCHASING

Our pick & mix sweets are sourced from a wide range of manufacturers and are repacked by us into mixed bags. Due to the way these products are handled and packed, we cannot guarantee that any item is free from allergens. All sweets are packed in an environment that handles multiple allergens, and cross-contamination may occur. As a result, our pick & mix products may contain or come into contact with the following allergens: Gluten, Egg, Milk, Sesame, Lupin, Nuts, Peanuts, Soya, Sulphur Dioxide (Sulphites) Each bag may contain sweets with different ingredients and allergen profiles, and original manufacturer packaging is not included. Individual ingredient and allergen information for each sweet is available on our website. If you have specific dietary requirements, please contact us before ordering and we will do our best to assist.