Refund policy
RETURNS AND REFUNDS
We want you to be happy with your Mambas Sweets order. This policy is in addition to your statutory consumer rights.
Changing your mind
If you wish to cancel an eligible order, please contact us at mambasbitsbobs@gmail.com within 14 days of receiving it. After notifying us, you have a further 14 days to return the eligible products.
Products must be unopened, unused, in their original sealed packaging and in a resalable condition.
For health and hygiene reasons, we cannot accept returns of food products once their packaging or hygiene seal has been opened or broken.
Personalised products and Pick ’n’ Mix selections prepared to a customer’s individual specifications cannot normally be returned because of a change of mind. This does not affect your rights if a product is faulty, damaged or not as described.
Damaged, incorrect or faulty orders
Please inspect your order when it arrives. If an item is damaged, faulty, missing or incorrect, contact us as soon as possible at mambasbitsbobs@gmail.com with:
• Your order number
• A description of the problem
• Clear photographs of the product and packaging
Please keep the affected products and packaging until we have advised you what to do next.
Where an item is faulty, damaged or incorrectly supplied, we will offer an appropriate replacement or refund and cover reasonable return costs where a return is required.
Return postage
Customers are responsible for return postage when returning an eligible product because they have changed their mind. We recommend using a tracked service, as returned products remain the customer’s responsibility until they reach us.
Refunds
Once we receive and inspect an eligible return, we will confirm whether the refund has been approved.
Approved refunds will be returned to the original payment method within 14 days. Your bank or payment provider may take additional time to process the refund.
Where statutory cancellation rights apply to the whole order, we will also refund the cost of our standard delivery service. Any additional amount paid for an upgraded or express delivery service will not normally be refunded.
Cancelling before dispatch
Contact us as quickly as possible if you need to cancel or change an order. We cannot guarantee changes once an order has entered processing or has been dispatched.
Nothing in this policy limits or excludes your statutory rights under UK consumer law.