Refund policy

If you wish to cancel your order prior to the goods being despatched a request must be sent to us via email customercare@themeltingshack.co.uk

If the goods have already been paid for a full refund will be issued against the original payment method within 2 working days, including postage costs which may have been incurred, if your order has already been despatched within this time frame, then no refund can be given until you have received your order.

ANY PICK N MIX OR CONFECTIONERY PRODUCTS WILL NOT BE REFUNDED. No refunds are given for any custom pick n mixes. When purchasing these items you are agreeing to the conditions of this policy and are aware that once purchased at checkout no refunds will be given of any sort for these options.

If a consumer wishes to return their order once the products have been despatched (not pick n mix relation), as per the Consumer Contract Regulations, the buyer must inform us of their request within 14 calendar days of receiving the goods.  Unless a product is faulty / defective, we will only accept products for return if they are returned in an ‘unused’, ‘resellable’  condition.  A full refund of the original purchase price of the product (excluding the postage charges) will be issued within 2-3 working days of receiving the goods back. 

Please note if you change your mind, then you are fully responsible for all postage charges relating to returning the product.

We will not be held liable for any goods that may get lost in transit and we therefore highly recommended that a proof of posting and/or recorded delivery service is used in order to help protect themselves.  

If you receive an order which is defective or incorrect they must inform us upon receiving your order. Once we are in receipt of the defective item, either replacement goods will be issued or if required a full refund will be issued of the original purchase price of the product (including postage costs).  Postal charges for returning the goods will also be refunded upon receipt of a valid receipt as proof for the charges incurred.

Once an order leaves our premises it becomes the responsibility of the carrier, therefore any lost parcels or damaged items must be claimed for through the relevant carriers compensation process. We will assist you in this process as far as providing them with the relevant proof of posting documentation, along with the correct proof of value of the goods but it is the consumers full responsibility to reclaim any money outstanding and not the responsibility of us.