Refund policy
Ex Store Hartlepool – Returns & Refund Policy
Last updated: 1 September 2026
We want you to be satisfied with your purchase. This policy explains how cancellations, returns and refunds are handled when shopping with Ex Store Hartlepool.
14-Day Cancellation and Return Period
If you are purchasing as a consumer, you generally have the right to cancel an online order within 14 days of receiving your goods, without giving a reason, subject to the exceptions explained below.
To exercise your right to cancel, please contact us at info@bulksweetsuk.com within the applicable cancellation period.
After notifying us that you wish to cancel, you should return the goods within 14 days.
Return Condition
Where reasonably possible, returned goods should be:
Unused and in the condition in which they were received
Complete with any accessories, labels or tags
Returned with their original packaging
Accompanied by your order details or other proof of purchase
You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning. If goods have been handled beyond what would reasonably be permitted in a shop and their value has been reduced, we may make an appropriate deduction from the refund where permitted by law.
How to Arrange a Return
Please email info@bulksweetsuk.com with your order number and details of the item you wish to return.
We will provide you with the appropriate return instructions.
Return address:
Ex Store Hartlepool
26 Dent Street
Hartlepool
England
TS26 8AY
United Kingdom
Please contact us before sending a return so that we can identify and process it correctly.
Return Postage
For a change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods unless we agree otherwise.
If goods are faulty, damaged, incorrect or not as described, please contact us before returning them. Where you have a legal right to return the goods because of such an issue, we will deal with reasonable return costs in accordance with applicable consumer law.
Faulty, Damaged or Incorrect Goods
Please inspect your order when it arrives.
If an item is faulty, damaged, incorrect or not as described, contact us as soon as reasonably possible at info@bulksweetsuk.com, providing your order details and information about the problem.
Nothing in this policy affects your statutory rights in relation to faulty, damaged, unsafe, misdescribed or otherwise non-conforming goods.
Exceptions to Change-of-Mind Returns
The statutory right to cancel may not apply to certain products where an exception provided by law applies. This can include:
Goods which are liable to deteriorate or expire rapidly
Goods made to your specifications or clearly personalised
Sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken
Other goods excluded from cancellation rights under applicable consumer law
These exceptions apply to change-of-mind cancellations only and do not remove your statutory rights if goods are faulty, damaged, incorrect or not as described.
If you are unsure whether a product can be returned, please contact us.
Food and Confectionery
Some food products may be exempt from change-of-mind cancellation rights where they are liable to deteriorate or expire rapidly or another statutory exception applies.
For other food products, we may be able to accept a change-of-mind return where the statutory cancellation right applies and the product remains unopened, unused and in its original condition.
This does not affect your statutory rights where food or confectionery is faulty, damaged, incorrect or not as described.
Exchanges
We do not operate a direct exchange service. Where a return is accepted, the simplest way to obtain another item is to return the original item for a refund and place a new order.
Refused or Undeliverable Deliveries
If an order is refused or cannot be delivered and is returned to us, please contact us.
Any refund and any permitted deduction for delivery or return costs will depend on the circumstances and your applicable statutory rights.
Refunds
When a return is required, we will notify you once it has been received and processed.
Refunds will be made to the original payment method.
Where you exercise a statutory right to cancel, refunds will be made within the time required by applicable consumer law. This is generally within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.
Where applicable, a cancellation refund will include the cost of our least expensive standard delivery option. Additional delivery costs resulting from your choice of a more expensive delivery method are not required to be refunded.
Your bank or payment provider may require additional time to show the refund in your account after we have processed it.
Contact Us
If you have questions about a cancellation, return or refund, contact:
Ex Store Hartlepool
26 Dent Street
Hartlepool
England
TS26 8AY
United Kingdom
Email: info@bulksweetsuk.com
Telephone: 07882 846029
