Refund policy

Last updated: 23 September 2026

We want you to love your treats. If something isn't right, this policy explains how to return an item and get a refund. It doesn't affect your legal rights as a consumer.

Damaged, faulty or incorrect items: free returns

If your order arrives damaged, faulty, or isn't what you ordered, we'll put it right at no cost to you.

  • Email us at annieprimrose@me.com as soon as possible with your order number and a photo of the problem.
  • If we need the item back, we'll send you a free returns label. For food, a photo is usually enough and you won't need to send it back.
  • We'll offer you a replacement or a full refund, including any delivery charge you paid.

Under the Consumer Rights Act 2015, you're entitled to a full refund for goods that are faulty or not as described if you tell us within 30 days of delivery. After that, you may still be entitled to a repair, replacement or partial refund.

Changed your mind? 14-day returns

You can return most unwanted items within 14 days of receiving your order, for any reason.

  • Let us know within 14 days of delivery by emailing annieprimrose@me.com with your order number and the items you'd like to return.
  • Send the items back within 14 days of telling us. You pay the return postage, and we recommend a tracked service, as we can't refund items that don't reach us.
  • Items must be unused, unopened and in their original packaging and condition.
  • We'll refund the price of the returned items, plus the standard delivery charge you paid (if any), within 14 days of receiving them back.

Items we can't accept back for a change of mind

For health and hygiene reasons, we can't accept change-of-mind returns of:

  • food and sweets that have been opened, or whose seal or packaging has been broken;
  • perishable items with a short shelf life;
  • items made to your specification or personalised for you.

This doesn't apply if the item is damaged, faulty or not as described. In that case, see the section above.

Where to send returns

Please contact us before sending anything back, so we can match your return to your order. Return address:

Annie's Sweets & Treats Ltd
25 Greengate
Hutton
Preston
PR4 5FH
United Kingdom

Refunds

Refunds are made to your original payment method. We'll email you once your refund has been processed. Please allow a few extra days for your bank or card provider to show it on your account.

Questions

If you have any questions about returns or refunds, email annieprimrose@me.com or call 01772 614200. You can also read our Terms of Service and Shipping Policy.