Refund policy

Returns & Refunds Policy

Please contact us first before sending anything back. Perishable food items are generally not suitable for return.

1. How to start a return (no self-serve portal)

We don’t use an online returns portal. Please contact us first and we’ll handle returns manually:

2. What’s eligible

  • Food & confectionery: perishable items are not usually suitable for returns. We cannot accept change-of-mind returns on food. Exceptions apply for damaged, defective, or incorrect items (see below). Your rights under the Australian Consumer Law (ACL) remain unchanged.
  • Non-food items (e.g., merchandise): must be unused, unopened, and in original packaging. Please contact us within 14 days of delivery.
  • Final sale: items marked SALE are final sale and not eligible for return or exchange unless required by law.

3. Damaged or incorrect items (within 2 business days)

If your order arrives damaged, defective, or incorrect, please contact us within 2 business days so we can assist quickly (replacement or refund, as appropriate).

“All orders are securely packaged and in good condition when they are despatched and we cannot be held responsible for damage which occurs in transit due to environmental conditions or the carrier's actions however if you do have a problem, please contact us immediately as we may be able to assist. It is also useful to take photo's of any damage to packaging and products so we can pass on to the carrier responsible.”

4. Return Shipping & Refunds

  • Original shipping charges are non-refundable.
  • For approved returns (e.g. damaged/incorrect), we may issue a prepaid return label at our discretion; otherwise, the cost of returning the items is the responsibility of the customer. British Sweets & Treats will not refund you the cost of returning the goods if they are fit for sale and sold as described.
  • Refunds are issued to the original payment method after inspection; please allow 3–7 business days for your bank/payment provider to post the refund.

5. Exchanges

Exchanges are handled case-by-case for eligible items. Please contact us and we’ll advise options.

6. Your Rights

Nothing in this policy limits your rights under the Australian Consumer Law.

Need help?

treats@britishsweets.com.au  |  1300 793 910