Refund policy

RETURNS & REFUNDS POLICY

At D&G Sweetzone, we want you to be completely satisfied with your purchase. However, as a food retailer, we must follow strict food safety regulations regarding returns.

WHAT CANNOT BE RETURNED

Due to food safety regulations, we cannot accept returns on:

  • Custom gift jars and personalised orders
  • Pick n mix sweets (loose or pre-bagged)
  • Any opened or unsealed products
  • Products past their best before date

WHAT CAN BE RETURNED

Unopened, sealed pre-packaged sweets may be returned within 14 days of delivery if:

  • The product is faulty or defective
  • The product was damaged during transit
  • You received the wrong item
  • The product is significantly different from what was described

HOW TO REQUEST A RETURN

If you believe your order qualifies for a return, please contact us within 48 hours of discovering the issue, or within 14 days of delivery (whichever comes first):

  • Email us at info@dgsweetzone.co.uk
  • Include your order number, photos of the issue, and a description of the problem

Note: "Receiving your order" means when you physically receive the delivery. If damage is concealed inside sealed packaging and only discovered when you open it later, the 48-hour window starts from when you discover the issue (up to 14 days from delivery).

We'll review your request and respond within 1 business day.

REFUNDS

If your return is approved:

  • Refunds will be processed within 5–7 business days
  • Refunds will be issued to your original payment method
  • You may be asked to return the product (we'll provide a prepaid return label if required)

DAMAGED OR MISSING ITEMS

If your order arrives damaged or items are missing:

  • Contact us as soon as you discover the damage (within 48 hours of discovery, or 14 days of delivery)
  • Include photos showing the damage, your order number, and a brief description of the issue
  • We'll respond within 1 business day and arrange a refund or replacement
  • No need to return damaged items — we'll resolve it right away

SPECIAL OCCASION ORDERS

If you've ordered for a specific event (party, wedding, celebration, etc.) and discover damage when preparing for your event, contact us immediately with photos. We understand the importance of your special day and will work with you to find the best solution, whether that's a refund, rush replacement, or store credit for future orders.

QUALITY GUARANTEE

We carefully select and hand-pack every product. If you have any quality concerns, please contact us and we'll make it right.

CONTACT US

If you have any questions about our returns policy, please contact us:

  • 📧 info@dgsweetzone.co.uk
  • 📍 33 Stirling Arcade, Stirling
  • Check our FAQ section on the homepage
  • Opening hours: Mon–Sat: 10am–5pm | Closed Sunday

Last updated: July 2026