Cancellation Policy

Your statutory cancellation rights (UK distance sales)

For most online purchases, you have the right to cancel within 14 days of receiving your goods and obtain a refund, except for certain products (for example: bespoke, personalised, perishable, or sealed hygiene items once opened). This policy also describes discretionary cancellations where allowed.

How to request cancellation

If your order has not yet been dispatched, email us at houseofsugarcraft5@gmail.com with your Order ID and details of the item(s) you wish to cancel. Approval before dispatch remains at our discretion.

If cancellation is approved before dispatch

• We may apply an administrative/restocking fee of 5% of the order total.
• Approved refunds are usually issued to the original payment method.

Orders already shipped / returns after delivery

• Dispatched orders are not eligible for cancellation but may qualify for return under our returns procedure where applicable.
• Where returns are accepted at our discretion, we may deduct a 15% restocking & handling fee and any actual shipping costs incurred.
• If you use your statutory right to cancel within 14 days, we will follow UK legal refund guidelines.

Non-cancellable items

We cannot accept cancellations for:

• Urgent or time-sensitive orders
• Orders placed during specified promotions or festive sales
• Customised, bespoke, fragile or perishable goods

Store credit option

Where discretionary cancellations or returns are accepted, store credit may be issued instead of a refund. Voucher validity and usage terms will be shared via email upon issue.

Refunds & timing

• Refunds are processed promptly and always within 14 days of receiving the returned goods or proof of postage.
• Refunds are normally issued to the original payment method unless agreed otherwise.

Shipping costs, duties & returns

If free shipping was provided, actual logistics costs are still incurred by us and may be deducted where appropriate. Returned orders due to refused customs duties or taxes may not be eligible for full refunds and can be reshipped at the customer’s expense.

Our commitment

We aim to make every transaction smooth, fair, and transparent. For any questions regarding eligibility or process, please reach out.