Consumer Rights

At Pastels Sweets Ltd, we are committed to providing high-quality products and excellent customer service. Your statutory rights under the Consumer Rights Act 2015 are always protected.

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Goods Must Be:

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As Described

All products must match the description, images and information provided on our website. While colours may vary slightly depending on your device's display settings, we aim to ensure our product photographs and descriptions are as accurate as possible.

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Of Satisfactory Quality

Our products should be of satisfactory quality, free from defects and meet the standard that a reasonable person would expect, taking into account the product description, price and other relevant information.

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Fit for Purpose

Our products should be suitable for their intended purpose and perform as reasonably expected.

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If Your Item Is Faulty or Not As Described

If you receive a product that is faulty, damaged, not as described, or otherwise does not meet the standards outlined above, please contact us as soon as possible.

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We may ask you to provide:

• Your order number.

• A description of the issue.

• Clear photographs of the product and packaging where appropriate.

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Once we have reviewed your claim, we will work with you to resolve the issue. Depending on the circumstances, this may include:

• A replacement product.

• A full or partial refund.

• or Loyalty points added to your account

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Perishable Products

Our products are food items with a limited shelf life. If there is an issue with your order, please contact us promptly after receiving your delivery so we can investigate while the products are still in their original condition.

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Items Damaged in Transit

If your order arrives damaged, please contact us within 48 hours of delivery and include photographs of:

• The damaged product(s).

• The internal packaging.

• The external packaging, including the shipping label.

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This allows us to investigate the issue and, where appropriate, make a claim with the delivery provider.

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Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law. Your legal rights remain in place regardless of anything contained within our website policies.

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If you have any questions regarding your consumer rights or require assistance with your order, please contact us using the form on our Contact Us page or email us at sales.sweetshoponline@gmail.com.