Returns & Refunds Policy

Last updated: August 2026

At Scrumptious, we want you to be happy with your order. As we sell food products, personalised items and made-to-order sweet gifts, different rules apply depending on the type of product purchased.

Nothing in this policy affects your statutory rights as a consumer.

Personalised & Made-to-Order Products

Many of our products, including personalised sweet cones, sweet jars, platters and other bespoke sweet gifts, are made or prepared specifically for you.

Because these products are personalised or made to your requirements, orders for personalised or made-to-order products cannot be cancelled, changed or refunded due to a change of mind once we have begun preparing the order.

Please check all personalised details, including names, dates, wording and spelling, carefully before completing your order. Scrumptious cannot be held responsible for errors in personalised information supplied by the customer.

Once preparation of a personalised order has begun, we are unable to make changes to the personalisation or provide a refund.

Problems With Personalised Orders

The above does not affect your statutory consumer rights.

If your personalised order:

• Arrives damaged

• Is faulty

• Has been personalised incorrectly by us (spelling or wording)

• Or otherwise does not meet the requirements of consumer law

please contact us as soon as possible.

We will assess the issue and, where appropriate, offer a replacement, partial refund or full refund in accordance with your legal rights.

Food & Sweet Products

For hygiene and food safety reasons, we cannot accept the return of food products that have been opened, consumed or tampered with. If the security sticker or seal has been torn, broken, removed or tampered with, we may be unable to accept the return or issue a refund where permitted by law.

Under no circumstances shall we issue a refund or accept a return due to personal preference factors which are completely out of our control (eg. you not liking a certain sweet etc).

This does not affect your statutory rights where a product is faulty, unsafe or incorrect.

Non-Personalised Products

For non-personalised products purchased online, should you wish to return a completely unopened parcel, please contact us at the email shop@scrumptious.online. All returned parcels must be received back to us within 14 days of them being delivered to you otherwise we will be unable to accept the return

Amendments & Order Cancellations

We are unable to amend orders once they have been placed. 

If you need to amend your order please contact us at shop@scrumptious.online. We will be able to help cancel the original order and then help you place a new order.

If you wish to cancel an eligible order, please contact us at shop@scrumptious.online as soon as possible. 

Depending on the status of your order, the team can advise on the options available to you. 

Please note all cancellation and return refunds are subject to a 9.7% deduction - this represents the transaction fees that we have to pay when a payment is processed, and which we do not get returned to us upon the cancellation of an order.

For eligible returns, the postage cost shall not be refunded as this has already been incurred by us.

The team are available via email **shop@scrumptious.online **from 10:00am - 5:00pm Tuesday to Friday, and 9:30am - 2:00pm on Saturdays.

Damaged Orders

We take care when packing your order, but damage can occasionally occur during delivery.

If your order arrives damaged, please contact us as soon as possible and provide photographs where possible, including photographs of:

• The damaged product

• The packaging

• The outside of the parcel

• Your order number

We will investigate the issue and, where appropriate, arrange a replacement or refund.

Incorrect or Missing Items

If you receive an incorrect item or an item is missing from your order, please contact us within 24 hours after receiving your parcel.

Please provide your order number and details of the issue. Where the error is ours, we will arrange an appropriate replacement or refund.

Any discrepancies, shortages, or missing items must be reported to us via email **shop@scrumptious.online **within 24 hours of receipt of goods.

Late claims may be treated as invalid.

If an item becomes unavailable while your order is being processed, it will be refunded.

• Any orders received with damaged or missing tape must be reported immediately

• Damaged packages must be signed for as damaged

• Damaged items must be reported within 24 hours of receiving them

Photographic evidence must be supplied for all damage claims at the time of notification.

Please do not return any items to us without contacting us first.

Refunds

Where an eligible refund is due, we will normally refund the payment using the original payment method.

Refunds will be processed within the timeframe required by applicable consumer law.

Personalised and made-to-order products are not eligible for cancellation or refund due to a change of mind once preparation has begun.

This does not apply where the product is faulty, damaged, incorrect, not as described or otherwise covered by your statutory consumer rights.

Delivery Charges

Where a statutory cancellation applies, standard delivery charges may be refundable in accordance with applicable consumer law. Additional charges for upgraded delivery services may not be refundable beyond the cost of the cheapest standard delivery option available.

Where an item is faulty, damaged, incorrect or otherwise our responsibility, we will discuss the appropriate return or refund arrangements with you.

Return Delivery Costs

For an eligible return, you are responsible for the cost of returning the products to us.

We recommend using a tracked delivery service and retaining your proof of postage, as you are responsible for the returned products until they reach us.

If a product is faulty, damaged, incorrect, we will cover reasonable return costs or provide suitable return instructions. 

How to Contact Us

To report a problem with your order or ask about a return or refund, please contact:

Scrumptious
6, High Street, Sunninghill, Ascot, Berkshire, SL5 9NE
Email: shop@scrumptious.online
Telephone: 01344 952425

Please include your order number, the name used to place the order and details of the issue.

Where relevant, photographs may be requested to help us assess damaged or incorrect goods.

Our Commitment

We are a small family-run business and genuinely want our customers to be happy with their orders.

If something isn't right, please get in touch and give us the opportunity to put it right. We will always deal with complaints fairly and in accordance with your legal consumer rights.

Your statutory rights are not affected by this policy.