Refund policy
Our Commitment
At SweetDwell, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to make it right.
Return Window
You have 30 days from the date of delivery to request a return or refund. To be eligible, your item must be:
In the same condition as received — unused and undamaged
In its original packaging
Accompanied by your order number or proof of purchase
How to Start a Return
To initiate a return, email us at support@sweetdwell.com with:
Your order number
The reason for your return
Photos of the item (required for damaged or incorrect items)
We will respond within 24 to 48 business hours with instructions. Please do not send any item back without first receiving instructions from us — unrequested returns cannot be accepted.
Free Returns — No Cost to You
Once your return is approved, we will provide a prepaid return label. You will not be charged for return shipping. Simply attach the label to your parcel and drop it off at the designated drop-off point provided in our instructions.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if you received the wrong product, please contact us at support@sweetdwell.com within 7 days of delivery with your order number and clear photos of the issue.
We will resolve the issue with, at your choice:
A full replacement at no additional cost
A full refund to your original payment method
Your Rights Under UK and Australian Consumer Law
As a customer in the United Kingdom, you are fully protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item for any reason and without justification. To exercise this right, notify us at support@sweetdwell.com within this 14-day window. We will arrange collection at no cost to you.
Under the Consumer Rights Act 2015, if a product is faulty or not as described, you are entitled to a repair, replacement, or full refund. Your statutory rights are not affected by this policy.
For customers in Australia, your rights under the Australian Consumer Law (ACL) also apply. Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights are in addition to the policy terms above.
Non-Returnable Items
Items returned more than 30 days after delivery (unless defective)
Items not in their original condition or packaging (unless damaged in transit)
Gift cards
Exchanges
We do not process direct exchanges. To receive a different item, please follow the return process above and place a new order once your refund has been confirmed.
Refund Processing
Once your refund is approved, you will receive your refund to your original payment method within 5 to 7 business days. Your bank or card provider may require additional time to process the transaction.
If more than 10 business days have passed since your refund was approved and you have not received it, please contact us at support@sweetdwell.com.
Contact Us
Email: support@sweetdwell.com
Response time: within 24–48 business hours
Business hours: Monday to Friday, 08:00–19:00 GMT