Refund policy

Refunds & Returns Policy 

This policy sets out your rights and our obligations regarding refunds, returns, exchanges, and delivery issues for TreatBox orders, in line with UK consumer law.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Cancellation Rights (Distance Selling)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason, unless an exemption applies (see below).

To exercise your right to cancel, you must notify us in writing by email at hello@treatboxuk.com within 14 days of delivery.

You then have a further 14 days to return the item(s) to us.

Exemptions from the Right to Cancel

The following items are exempt from the 14-day cancellation right and are non-refundable, unless faulty:

  • Personalised items – made to your specifications

  • Sale or discounted items, including: Clearance items, Promotional products, Black Friday Lucky Dip Bags.

These exemptions are permitted under UK law.

Returns (Change of Mind)

For eligible, non-exempt items:

  • Items must be returned unused, in their original condition and packaging

  • You are responsible for return postage costs unless the item is faulty

  • Returns must be initiated within 14 days of delivery

Once received and inspected, we will process your refund.

Faulty or Damaged Items

Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose.

If your item is faulty, damaged, or incorrect, please contact us as soon as possible and within 28 days of receipt, providing clear photos where applicable.

Where an item is confirmed to be faulty, we will offer:

  • A replacement, or

  • A refund (including standard postage costs), where appropriate

Refund Processing

Once your return has been received and inspected, we will notify you by email.

If approved:

  • Refunds will be issued to the original payment method

  • Please allow 3–5 working days for funds to appear, depending on your bank

If you have not received your refund after this time:

  1. Check your bank account

  2. Contact your card provider

  3. Contact your bank

If the issue persists, please email hello@treatboxuk.com.

Lost, Missing & Delayed Orders

All orders are sent using Royal Mail Tracked services.

  • If your order has not arrived within 7 working days of dispatch, please contact us so we can investigate with Royal Mail

  • If tracking shows delivered but the parcel has not been received, contact us as soon as possible

Royal Mail investigations must be opened within 10 days of the delivery date, after which compensation may not be available.

Once an investigation is completed, we will advise on the appropriate resolution, which may include a replacement or refund.

Missing or Damaged Items in Your Order

If an item is missing or damaged:

  • Please contact us as soon as possible

  • Provide clear photos of the packaging and contents

  • Do not dispose of damaged items until the issue has been resolved

Although we follow a strict packing process, occasional errors can occur.

Returned & Undeliverable Parcels

If an order is returned to us due to:

  • Non-collection from a Royal Mail depot, or

  • An incorrect or incomplete delivery address provided at checkout

An additional postage charge will apply to resend the order.

Address Changes

  • Address changes must be requested within 30 minutes of placing your order

  • Once an order has been processed or dispatched, address changes are not possible

We cannot accept responsibility for incorrect addresses entered at checkout.

Special Delivery Requests

If you would like delivery around a specific date, please leave a note in the Gift Message box at checkout.

While we cannot guarantee delivery on a specific date, we will do our best to deliver as close as possible.
Where requested, we will also include a “Do not open until…” sticker.

Contact Us

If you have any questions about this policy or your order, please contact us at:
📧 hello@treatboxuk.com

We’re always happy to help.