Refund policy
Refund & Returns Policy
Products
Unless specifically stated in the individual product description, Mr Swainston's Ltd is not the manufacturer of the products sold through our website.
We make every effort to ensure that product descriptions, ingredients, allergen information, nutritional information, images and other product details displayed on our website are accurate. However, manufacturers may occasionally change their products, recipes, ingredients, packaging or labelling without prior notice.
For this reason, the actual product packaging and information you receive may differ from the information shown on our website.
Customers should always read the product packaging, ingredients, allergen information, warnings and instructions supplied with a product before consuming or using it, rather than relying solely on the information displayed on our website.
If you have a specific question regarding a product, please contact us at enquiries@mrswainstons.com before placing your order.
Products approaching their Best Before date may occasionally be discounted or placed within our sale or clearance section. Where appropriate, information regarding a short Best Before date will be clearly displayed within the product description.
Returns & Change of Mind
When you purchase products from us online, you may have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
However, this right does not apply to certain products, including goods which are liable to deteriorate or expire rapidly.
Food & Confectionery Products
As we sell food and confectionery products, some items may be exempt from the normal 14-day cancellation and return rights.
We cannot accept change-of-mind returns for:
Products which are liable to deteriorate or expire rapidly;
Products which have been opened, unsealed or tampered with where they cannot be safely resold;
Products which, due to their nature, are unsuitable for return for health protection or hygiene reasons once unsealed;
Bespoke, personalised or made-to-order products where the applicable legal exemption applies.
For eligible non-perishable products which remain unopened, sealed and in their original condition, you should contact us within 14 days of receiving your order if you wish to exercise your legal right to cancel.
You must then return the eligible products to us in accordance with the return instructions we provide.
This change-of-mind policy does not affect your statutory rights if a product is faulty, damaged, incorrectly supplied or not as described.
Damaged, Faulty or Incorrect Food Products
If a food or confectionery product arrives damaged, faulty, unsafe, incorrectly supplied or is not as described, please contact us as soon as possible.
We may request photographs of the product, packaging and delivery parcel to help us investigate the issue.
Please do not consume or dispose of the affected product until we have responded to your enquiry, unless it would be unsafe or unreasonable to retain it.
Where appropriate, we will provide a refund, replacement or other remedy in accordance with your statutory rights.
Refunds
Once an authorised return has been received and inspected, we will contact you to confirm that we have received it.
Where a refund has been approved, the refund will normally be issued to the original payment method used when placing your order, or store credit offered.
Please allow up to 10 working days after a refund has been processed for the funds to appear in your account, although the exact processing time will depend on your bank or payment provider.
Where required by applicable consumer law, refunds will be processed within the legally required timeframe.
Late or Missing Refunds
If you have received confirmation that we have issued your refund but it has not yet appeared in your account, please first check with your bank, card provider or payment provider.
Refunds can sometimes take several working days to appear after they have been processed.
If you have checked with your payment provider and still cannot locate the refund, please contact us at:
orders@mrswainstons.com
Please include your order number so that we can investigate.
Sale & Clearance Items
Products purchased during a sale, promotion or from our clearance section are subject to the same statutory consumer rights as full-price products.
Where a sale or clearance product is discounted because of a clearly disclosed issue — for example, damaged packaging or a short Best Before date — a return cannot normally be made solely because of the issue that was clearly explained before purchase.
This does not affect your legal rights where an item is faulty, incorrectly supplied or not as described.
Gift Cards
Gift cards are generally non-refundable and cannot normally be exchanged for cash, except where required by law.
Exchanges
Where an item arrives damaged, faulty or incorrect, we may be able to arrange a replacement.
Please contact us at:
orders@mrswainstons.com
Please include your order number, details of the issue and, where possible, photographs showing the problem.
We will provide further instructions if the item needs to be returned to us.
Chocolate & Products Affected by Hot Weather
Some products, particularly chocolate and other heat-sensitive confectionery, can be affected by unusually warm weather.
During periods of high temperatures, we may temporarily delay dispatch of heat-sensitive products where we believe doing so is necessary to reduce the risk of products being damaged in transit.
Customers should consider expected weather conditions when ordering chocolate or other heat-sensitive products.
While we take reasonable care when packaging and dispatching orders, we cannot guarantee that chocolate or other heat-sensitive products will remain completely unaffected by unusually high temperatures while in the delivery network.
Nothing in this section affects your statutory consumer rights.
Returning an Item
Authorised returns should be sent to:
Mr Swainstons Ltd
Unit 315
South Shields Business Works
Henry Robson Way
South Shields
Tyne and Wear
NE33 1RF
Please contact us before returning an item so that we can confirm whether a return is required and provide the appropriate instructions.
Unless the product is faulty, damaged, incorrectly supplied or we have agreed otherwise, you may be responsible for the cost of returning the item.
We strongly recommend using a tracked postal service and retaining proof of postage until your return has been completed.
We cannot accept responsibility for returned parcels that are lost in transit before reaching us.
Where goods are faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, we will deal with reasonable return costs in accordance with applicable UK consumer law.
Your Statutory Rights
Nothing within this Refund & Returns Policy is intended to restrict or exclude any rights you have under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where applicable.
For further assistance regarding a return, refund or damaged order, please contact:
Mr Swainston's Ltd
Email: enquiries@mrswainstons.com
Address: Unit 315, South Shields Business Works, Henry Robson Way, South Shields, NE33 1RF