Refund policy

Return & Refund Policy – Cheeky Twist Gifts

1. General policy
We want you to be happy with your purchase. If there is a problem with your order, please contact us by email, website chat, or through the selling platform where you placed your order. Nothing in this policy affects your statutory consumer rights.

2. Food products
Our K Floss and Pop® range includes freshly prepared food products such as candy floss, edible gifts, cakes and other treats. Because some food products are perishable, change-of-mind returns may not be available.

If a food item arrives damaged, incorrect, faulty or not as described, please contact us as soon as possible, preferably within 48 hours of delivery, with photographs and details of the problem. We will arrange an appropriate replacement or refund. The 48-hour request does not affect your statutory rights.

3. Personalised, engraved and custom-made items
Items made to your specifications or clearly personalised cannot normally be returned simply because you have changed your mind.

Please check names, dates, spellings and other personalisation carefully before ordering. If we have followed the information supplied by you correctly, we cannot normally accept a return because of an error in the details supplied.

If we make a mistake, or the item is faulty, damaged or not as described, please contact us as soon as possible and we will arrange an appropriate replacement or refund.

4. Non-personalised, non-food items
For eligible online purchases, you may notify us that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the goods.

Items should be returned in their original condition. You are responsible for return postage for a change-of-mind return unless otherwise agreed. If the item is faulty, damaged or not as described, we will deal with the return in accordance with your statutory rights.

Where applicable, we will also refund the cost of our standard delivery service. Any extra amount paid for an enhanced or express delivery service does not have to be refunded beyond the cost of standard delivery.

5. Refunds
To request a return or refund, please provide your order number, details of the issue and photographs where relevant.

Approved refunds will be made to the original payment method. For eligible cancelled orders involving returned goods, refunds will be processed within the applicable legal time limits.

6. Bulk and corporate orders
Bulk, personalised and custom orders are subject to the terms above unless different arrangements have been agreed with you in writing before purchase.

7. Returns
Please contact us before returning an item so that we can provide the correct returns instructions and return address.

8. Contact
For questions or to request a return, please contact us through the method used to place your order or email cheekytwistgifts@hotmail.com.