Refund policy
📦 Refund & Returns Policy (UK-Legal)
🔁 Returns
We hope you love your order, but if for any reason you're not 100% happy, you have the right to return your item(s) within 14 days of receiving them.
To be eligible for a return:
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Items must be unused, unopened, and in their original packaging
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You must notify us of your intention to return within 14 calendar days of delivery
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You then have another 14 days to return the item(s)
To start a return, please email us at scoopsiesurprise@gmail.com with your order number and reason for return.
💸 Refunds
Once we receive and inspect your return, we will notify you if your refund has been approved. If approved, you’ll be refunded to your original payment method within 5–10 working days.
Please note:
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Original shipping costs are non-refundable
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You are responsible for return postage costs, unless the item is faulty or incorrect
🚫 Items Not Eligible for Return
Certain types of items cannot be returned:
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Perishable goods (e.g. food items)
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Personalised or custom items
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Opened or used products
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Mystery boxes, once opened, may not be eligible for return unless faulty
This does not affect your statutory rights.
🧊 Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery. We’ll either replace the item or offer you a full refund, including any postage costs.
Please email us at scoopsiesurprise@gmail.com with photos and a description of the issue.
ℹ️ Your Right to Cancel
Under UK law, you have the legal right to cancel your order within 14 days of receiving your goods, even if you’ve changed your mind. This is known as the cooling-off period.
To cancel, email us at scoopsiesurprise@gmail.com stating that you wish to cancel, and return the goods within 14 days.
📮 Return Address
You will be given the return address upon emailing us to return your product.