Overview
Due to the nature of our products, Planet Pick n Mix operates a strict no-returns policy.
All items sold are food products. For hygiene and safety reasons, sweets and edible goods cannot be returned once dispatched or purchased in-store.
Under the Consumer Contracts Regulations 2013, the 14-day cancellation period does not apply to:
Perishable goods
Sealed food items once opened
Custom-made or personalised products
As such, we do not offer refunds or exchanges unless items arrive damaged, faulty, or incorrect.
All sales are considered final.
Eligibility for Returns
To be eligible for a refund or replacement:
The item must be damaged, faulty, or incorrect upon arrival
You must contact us within 48 hours of delivery
You must provide proof of purchase
Clear photographic evidence must be supplied
We do not accept physical returns of food products unless explicitly instructed during an investigation.
Please do not send your purchase back to the manufacturer.
Non-Returnable Items
The following items cannot be returned or refunded:
Pick n Mix sweets
Build Your Own Mixes
Custom or personalised orders
Opened or consumed products
Products returned due to taste preference
Products returned due to change of mind
Sale items
Gift cards
Change of Mind
We do not accept returns for:
Change of mind
Incorrect selection made at checkout
Taste, texture, or colour preferences
Accidental orders
Please ensure your order is correct before completing your purchase.
Damaged, Incorrect or Faulty Items
If your order arrives damaged, incorrect, or in an unsafe condition, please email:
contact@planetpicknmix.co.uk
Include:
Your order number
Clear photographs of the outer packaging
Clear photographs of the product
Images showing the damage
Claims must be made within 48 hours of confirmed delivery.
All claims are investigated, including review with the delivery carrier where applicable.
We reserve the right to refuse a claim where:
Evidence is not provided
The claim is submitted outside the 48-hour window
The product has been consumed
Damage appears to have occurred after delivery
Refunds
Once your claim is reviewed, we will notify you via email of the approval or rejection of your refund.
If approved:
A replacement may be offered, or
A refund will be issued to your original payment method
Approved refunds will be processed within 5–10 working days from the date the investigation is concluded and the claim is approved.
Shipping costs are non-refundable unless the item was faulty or incorrect.
Late or Missing Refunds
If you haven’t received your refund:
Check your bank account again.
Contact your card provider — processing times can vary.
Contact your bank, as refunds can take several working days to appear.
If you’ve done all of this and still have not received your refund, please contact us at:
Sale Items
Only full-priced items may be eligible for refund if faulty or damaged.
Sale items and promotional items cannot be refunded unless faulty.
Exchanges
We only replace items if they are defective, damaged, or incorrect.
To request a replacement, email:
We do not offer exchanges for change of mind.
Gifts
If an item was purchased as a gift and shipped directly to the recipient, any approved refund will be issued to the original purchaser.
We do not offer gift credits for returned food products.
Shipping & Delivery Issues
Planet Pick n Mix is not responsible for:
Incorrect addresses entered at checkout
Failed delivery attempts
Parcels left in a safe place at customer request
Courier delays outside our control
If a parcel is returned to us due to incorrect address details, re-delivery charges will apply.
Heat & Temperature Conditions
Certain products, including chocolate and coated sweets, are sensitive to temperature changes.
By placing an order, customers acknowledge that food products may be affected by weather conditions during transit.
Planet Pick n Mix takes reasonable steps to reduce temperature-related risks, including monitoring weather conditions and removing heat-sensitive products from sale during periods of extreme heat where possible. However, once an order has been dispatched, temperature exposure during transit is outside of our control.
We are not responsible for melting, softening, blooming, cracking, or other texture or cosmetic changes caused by hot or cold weather during delivery.
Cold temperatures may also affect certain sweets. If your order arrives cold or firm, we recommend allowing it to sit at room temperature for at least 12 hours before consumption to allow the product to stabilise naturally.
Temperature-related changes that do not affect the safety of the product do not qualify as damage and are not eligible for refund or replacement.
In-Store Purchases
All in-store purchases are final.
Refunds or replacements are only offered where goods are faulty or not as described, in accordance with the Consumer Rights Act 2015.
Need Help?
For any questions relating to refunds and returns, please contact: