Refund policy
Return & Refund Policy
At Susleny, we take great care in preparing and packaging our products. Due to the nature of the items we sell, our returns and refunds policy is as follows.
Food & Drink Items
For food and drink products, including but not limited to:
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Chocolate cookies
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Banana bread loaf
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Lemon drizzle cake
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Blueberry loaf
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Coffee, matcha, hot chocolate and other beverages
we are unable to accept returns or offer refunds once items have been collected, delivered, or dispatched, unless the item is faulty or incorrect.
This is in line with UK food hygiene and safety regulations.
If you believe your order is incorrect, damaged, or not of acceptable quality, please contact us within 24 hours of purchase or delivery, providing your order details and a description of the issue. Where appropriate, we will offer a replacement or refund at our discretion.
Non-Food Items
For non-food products, such as reusable straws or merchandise:
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Items may be returned within 14 days of receipt
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Products must be unused, unopened, and in their original packaging
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Proof of purchase is required
Refunds will be processed once the item has been received and inspected. Return postage costs are the responsibility of the customer unless the item is faulty.
Exceptions
We do not accept returns or issue refunds for:
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Perishable goods once collected or delivered
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Items damaged due to improper storage or handling after purchase
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Sale or discounted items, unless faulty
Contact Us
If you have any questions about your order or this policy, please contact us at:
We aim to respond as quickly as possible and will always do our best to resolve any issues fairly.