Your Statutory Rights

Cooling-off Period


At thesweet.com we want you to be delighted any item you purchase from the online shop. All items are inspected prior to dispatch to ensure their quality and free from damage. Occasionally though, we know you may want to return items. That's why under our 7-day returns guarantee, if for any reason you are unhappy with your purchase, you can return it to us (providing it is in its original condition and not damaged) within 7 days of the date you received the item and request a replacement or refund. If the returned goods are not in a re-saleable condition, then we reserve the right to offer a partial refund. All CD’s/DVD must still have their seals unbroken when returned.

By law, customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This applies to all of our products except for digital items (eg: e-Books) where the item has been downloaded. We regret that we also cannot accept cancellations of contracts for the purchase of video, DVD, audio, unless the item is proved faulty-damaged. If the item is claimed to be faulty, we will test it here on several CD/DVD players to establish that. If found not faulty, then we may not accept your claim, or may offer only a partial refund. If fault is found, then we will offer a replacement, and refund your reasonable postage costs.  

Please note that we cannot accept returns if you deliver them to us by hand.

For your protection, we recommend that you use a recorded-delivery service to comply with paypal regulations on return products. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us (eg: giftwrapping - services).

As soon as we receive the product and invoice back to us (and providing it is in as new condition) your refund will be applied. The cooling off period and right to cancel do not apply to contracts for:
• goods made to the customer's specification; • perishable goods (flowers, fresh food); • CDs, DVDs, and tapes with software, audio or video if unsealed; • newspapers and magazines; • betting, gaming and lotteries

If no date is specified, delivery of goods or the start of performance of a service must be within 30 days of the order. If they don't arrive you are entitled to cancel the order and receive a full refund.

We comply with the Consumer Protection (Distance Selling) Regulations 2000.

Returns procedure: We advise anyone wishing to return items to first contact us detailing the reason for return, on: returns@thesweet.com

Returns address:
TheSweetSite, 5 Lawrence Close, Kingswood, Bristol. BS15 4AH. UK