Refund policy
Due to the nature of our products, all items sold are food and drink products. For hygiene, health, and safety reasons, we are unable to accept returns of any items from a parcel that has been opened under any circumstances. This includes partially opened, resealed, or tampered packages, as returning such items poses a risk of cross-contamination.
If you wish to return a completely unopened parcel, you must contact us in advance at the email address provided below. All approved returns must be received back at our warehouse within 14 days of the delivery date. Returns received after this time frame cannot be accepted.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible via email.
Private customers (B2C)
Orders may only be cancelled if the fulfilment process has not already begun. Our fulfilment process involves mixing, bagging, picking, and packing items specifically for each individual order. Once this process has started, cancellation is no longer possible.
Please note that fulfilment may begin immediately after an order is placed, meaning that cancellation may not be possible even shortly after purchase. Orders placed with express shipping are especially unlikely to be eligible for cancellation, as these orders are prioritised and often processed immediately.
Business customers (B2B / Wholesale)
Orders placed by business customers are binding once an order confirmation has been sent.
Cancellation may only be requested within 2 hours of placing the order and is subject to written approval from us. If the fulfillment process has begun, cancellation is not possible.
For business customers, fulfilment is considered to have commenced once we begin processing the order, including but not limited to:
• reserving stock
• purchasing additional stock from suppliers
• allocating inventory
• mixing, packing or preparing goods
Due to the nature of wholesale and food products, we reserve the right to deny cancellation requests even within this time frame.
Payment Fees and Refund Deductions
All approved cancellations and returns are subject to a 9.7 percent deduction to cover non-refundable payment processing fees charged by our payment providers. These transaction fees are not returned to us once a payment has been processed. For returned orders, original shipping costs are non-refundable, as these services have already been carried out.
Gift Cards
Orders containing gift cards are non-refundable and cannot be cancelled under any circumstances.
Exclusions
Refunds or returns will not be accepted due to personal preference or taste, including but not limited to dissatisfaction with a particular sweet, drink, or flavour. Such factors are entirely subjective and outside of our control.
Refund Processing Time
Once a refund has been approved and processed by us, it may take up to 14 working days for the funds to appear back in your account. This timeframe is determined by banking and payment processing systems and is beyond our control.
Contact Information
If there is a genuine issue with your order or if you have any questions regarding returns or cancellations, please contact us at info@tinkosweets.com