We want every Pink Cloud Sweets order to be perfect. If something goes wrong, here is what we will do.
1. Food Products — General Rule
As a food business, we are unable to accept returns of confectionery products for hygiene and safety reasons under UK food safety law. This applies to all products once dispatched.
2. Damaged or Incorrect Orders
If your order arrives damaged, incorrect, or with missing items, we will put it right. To request a resolution:
- Contact us within 48 hours of delivery at hello@pinkcloudsweets.co.uk
- Include your order number
- Attach a clear photo of the issue (damaged packaging, incorrect items, etc.)
We will offer one of the following resolutions at our discretion:
- A full or partial refund to your original payment method
- A replacement order dispatched at no additional cost
- A store credit for future use
3. Non-Delivery
If your order has not arrived within 10 working days of your expected delivery date:
- Contact us at hello@pinkcloudsweets.co.uk with your order number
- We will investigate with our delivery provider
- If the order is confirmed lost, we will reship or issue a full refund
4. Allergic Reactions or Quality Complaints
If you experience an allergic reaction or have a serious quality concern:
- Stop using the product immediately
- Seek medical advice if necessary
- Contact us at hello@pinkcloudsweets.co.uk with full details
We take all food safety complaints extremely seriously and will investigate promptly.
5. Refund Processing
- Approved refunds are processed within 5 to 10 working days
- Refunds are issued to the original payment method
- You will receive a confirmation email when your refund has been processed
- Bank processing times may add 2 to 5 additional days
6. Discount Codes & Promotional Orders
- If a refund is issued on an order placed with a discount code, the refund reflects the amount actually paid
- Discount codes are not reissued after use, even if a partial refund is given
7. Contact
For all refund and returns enquiries: hello@pinkcloudsweets.co.uk
Please include your order number in all correspondence.
Contact us at {email} for questions related to refunds and returns.