Returns & Refunds
Last updated: 6th January, 2026
This Returns & Refunds Policy applies to all purchases made through the Sparkle & Suds website. It explains your rights and our obligations regarding returns, refunds, and cancellations.
This policy should be read alongside our Terms & Conditions.
1. Your Right to Cancel (Consumer Contracts Regulations)
If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.
The cancellation period expires 14 days after the day you (or a third party nominated by you) receive the goods.
To exercise your right to cancel, you must notify us of your decision by contacting us using the details provided at the end of this page.
2. Exclusions From the Right to Cancel
The right to cancel does not apply to:
- Products that have been opened, used, or unsealed where hygiene or safety is a concern
- Chemicals, liquids, or consumable products once opened
- Custom label or made-to-order products
- Gift sets or products where individual items have been opened
These exclusions do not affect your statutory rights if goods are faulty or not as described.
3. Returning Goods
If you cancel your order, you must return the goods to us within 14 days of notifying us of cancellation.
Returned items must:
- Be unused and unopened
- Be in their original packaging
- Be in a resaleable condition
You are responsible for the cost of returning goods unless the items are faulty, damaged, or incorrect.
We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.
4. Refunds
Once we receive and inspect the returned goods, we will notify you of the status of your refund.
If approved, refunds will be processed to your original payment method within 14 days of receiving the returned items.
Refunds will include the cost of the goods but will not include original delivery charges unless the goods are faulty or incorrect.
5. Faulty, Damaged, or Incorrect Goods
If you receive goods that are faulty, damaged, or not as ordered, please contact us as soon as possible and provide:
- Your order number
- A description of the issue
- Photographic evidence where applicable
We will arrange a replacement, repair, or refund in accordance with your statutory rights.
6. Professional and Chemical Products
Many of our products are professional-grade cleaning chemicals and equipment.
Before use, please ensure that:
- Products are suitable for your intended purpose
- Manufacturer instructions and safety guidelines are followed
- Appropriate personal protective equipment is used
We cannot accept returns for products damaged or contaminated due to misuse, improper handling, or failure to follow instructions.
7. Exchanges
We do not currently offer direct exchanges.
If you wish to replace an item, please return it in accordance with this policy and place a new order.
8. Business Customers
If you are purchasing on behalf of a business, different rights may apply.
The 14-day cooling-off period does not apply to business-to-business purchases unless otherwise agreed in writing.
9. Refund Delays
If you have not received your refund within the stated timeframe, please:
- Check with your payment provider or bank
- Allow additional processing time
If the issue persists, please contact us and we will investigate.
10. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in legal requirements or our business practices.
Any changes will be posted on this page with an updated revision date.
11. Contact Us
If you have any questions about this Returns & Refunds Policy or wish to request a return, please contact us:
Sparkle & Suds
Email: info@sparkleandsuds.co.uk