Refund Policy

Welcome to http://95.67.50.149/ (the “Website”), operated by MONEY MENTOR LTD, a private limited company incorporated under the laws of England and Wales with company number 14682050, having its registered office at 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF (hereinafter referred to as “We”, “Us”, or “Our”). This Refund Policy outlines the terms under which refunds, returns, and exchanges are handled for purchases made on the Website. This Policy is an integral part of our Terms and Conditions and applies to all transactions involving the purchase of Products, as defined therein.

By placing an order on the Website, you agree to be bound by this Refund Policy. Please read it carefully before making a purchase. We recommend retaining a copy for your records. This Policy is designed to ensure fairness and transparency while complying with applicable consumer protection laws, including the Consumer Rights Act 2015 and EU consumer regulations where applicable.

1. Eligibility for Refunds

1.1. We offer a money-back guarantee allowing you to request a refund, exchange, or replacement for eligible Products within 14 calendar days from the date of delivery, provided the conditions outlined in this Policy are met.
1.2. Refunds or exchanges are available for Products that are defective, damaged upon delivery, or not as described on the Website, subject to inspection and approval by Us.
1.3. Products purchased for personal use qualify for refunds under this Policy, except where exclusions apply (see Section 6).
1.4. Business or resale purchases may be subject to different terms if agreed in writing; otherwise, this Policy applies.
1.5. To be eligible, the request must be submitted within the 14-day period, and the Product must be returned in accordance with our return process.

2. Return Process

2.1. To initiate a return, contact our customer service team via email at support@sloppycandies.com or through the Website’s support portal, providing your order number, reason for return, and photos if applicable.
2.2. We will issue a Return Merchandise Authorization (RMA) number and provide return instructions, including the address for return shipment.
2.3. Products must be returned in their original packaging, unused, with all tags, seals, and accessories intact, and accompanied by proof of purchase (e.g., order confirmation email).
2.4. You are responsible for the cost of return shipping unless the Product is defective, damaged due to our error, or covered by a warranty claim.
2.5. Shipments must be sent via a tracked and insured method to protect against loss or damage during transit.
2.6. Upon receipt, we will inspect the returned Product within 7 business days. Approval will be communicated via email, along with details of the refund or exchange process.

3. Refund Conditions

3.1. Approved refunds will be processed to the original payment method within 14 business days of receiving and inspecting the returned Product.
3.2. The refund amount includes the purchase price of the Product and any standard shipping costs paid at checkout, but excludes return shipping costs unless otherwise specified.
3.3. For partial returns within a multi-item order, the refund will be proportional to the returned items, and original shipping costs will not be refunded unless the entire order is returned.
3.4. Refunds for payments made by credit card or online payment systems will be credited to the same account used for the purchase.
3.5. If a refund is delayed due to incorrect banking details or other issues, we will notify you and work to resolve the matter promptly.
3.6. Once processed, it may take additional time for the refund to appear in your account, depending on your bank or payment provider.

4. Exchange and Replacement Options

4.1. Instead of a refund, you may request an exchange or replacement for the same or a similar Product, subject to availability.
4.2. Exchanges are subject to the same return conditions as refunds (see Section 2) and may incur additional shipping costs if the replacement item differs in price.
4.3. We will ship the replacement Product once the returned item is received and approved, typically within 7-10 business days.
4.4. If the replacement Product is unavailable, we will offer an alternative or issue a refund.
4.5. Exchanges for a different Product may require payment of the price difference, if applicable, at the time of processing.

5. Non-Refundable Items and Exceptions

5.1. Intimate goods, including lingerie, toys, and personal care items, are non-returnable if the packaging has been opened or seals broken due to hygiene concerns, unless defective.
5.2. Custom-made, personalized, or special-order Products are non-refundable unless faulty.
5.3. Digital Products or downloadable content are non-refundable once accessed or downloaded.
5.4. Products damaged due to misuse, improper storage, or failure to follow care instructions are not eligible for refund or exchange.
5.5. Returns received after the 14-day period or not meeting return conditions may be rejected, and the Product returned to you at your expense.

6. Defective or Damaged Products

6.1. If a Product arrives defective or damaged, report the issue within 7 days of delivery by contacting us with photos and order details.
6.2. We will arrange for a replacement, repair, or refund at our discretion, covering return shipping costs.
6.3. Defective Products covered under warranty will be handled per the manufacturer’s terms, typically up to 2 years from delivery for EU consumers.
6.4. If a defect is identified after the initial 7-day period but within warranty, contact us with evidence, and we will assess eligibility.

7. Shipping and Delivery Issues

7.1. If a Product is lost or damaged during shipping, file a claim with the carrier within 7 days and notify us with tracking information.
7.2. We will coordinate with the carrier to resolve the issue and provide a replacement or refund, depending on the outcome.
7.3. Delays in delivery do not extend the 14-day return period unless caused by our error (e.g., incorrect address processing).
7.4. Undelivered orders returned to us due to your absence or refusal may incur re-shipping fees or be subject to cancellation with a partial refund.

8. Consumer Rights

8.1. This Policy does not affect your statutory rights under the Consumer Rights Act 2015 or equivalent laws, which allow you to reject faulty goods within 30 days or seek repair/replacement within 6 months.
8.2. For EU consumers, you have a 14-day cooling-off period to cancel orders without reason, starting from delivery, under the Consumer Contracts Regulations 2013.
8.3. If you believe your rights have been infringed, contact us to resolve the matter, or escalate to the relevant authority (e.g., Citizens Advice in the UK).

9. Contact and Support

9.1. For refund inquiries or assistance, contact our customer service team at:

MONEY MENTOR LTD
167-169 Great Portland Street, 5th Floor
London, England, W1W 5PF
Email: support@sloppycandies.com

9.2. Support is available Monday – Friday, 12-18 (UTC+2), or via 24/7 online channels on the Website.
9.3. We aim to respond to all refund requests within 2 business days and resolve issues promptly.

10. Changes to This Policy

10.1. We may update this Refund Policy to reflect changes in our practices or legal requirements.
10.2. Updates will be posted on the Website with the revised “Last updated” date.
10.3. Continued use of the Website after changes constitutes acceptance. We will notify you of significant updates via email or Website notice.

By purchasing Products on the Website, you acknowledge that you have read, understood, and agree to this Refund Policy.

MONEY MENTOR LTD
167-169 Great Portland Street, 5th Floor
London, England, W1W 5PF
Company Number: 14682050