Refund Policy

Go Sweet is a trading name of VAPE SUPPLIER™ Ltd, a company registered in England and Wales. Company registration number 10873335. VAT number GB 272938666. Registered office: 33 Bennetts Hill, Birmingham, West Midlands, England, B2 5SN. In this policy, "we", "us" and "our" means VAPE SUPPLIER™ Ltd (t/a Go Sweet).

This policy sets out your rights and our obligations when you return goods purchased from gosweet.co.uk. It is written in line with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights as a consumer.

Your right to cancel (change of mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, for any reason. To exercise this right, contact us at help@gosweet.co.uk within the 14 day window with your order number and a clear statement that you wish to cancel.

Once you have notified us of your intent to cancel, you have a further 14 days to return the goods to us. Our customer service team will provide the returns address when you contact us.

For change of mind returns, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot process a refund for items that do not reach us. Until the goods are returned to us, the responsibility for them remains with you.

Opened goods and hygiene

For reasons of hygiene and food safety, we cannot accept returns of opened consumable products. This applies to any sweet, confectionery or food item where the outer seal, inner bag or pack has been opened, broken or tampered with. This exclusion is permitted under Regulation 28(3)(b) of the Consumer Contracts Regulations 2013, which allows retailers to refuse returns on sealed goods that are not suitable for return once unsealed for health protection or hygiene reasons.

Sealed, unopened goods in their original packaging and in resaleable condition can be returned within the 14 day window described above.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged in transit, or contains the wrong items, you are entitled to a full refund, replacement or repair under the Consumer Rights Act 2015. This applies regardless of whether the product has been opened, because the issue is a fault with the goods rather than a change of mind.

Contact us at help@gosweet.co.uk within a reasonable time of receiving the order, ideally within 14 days, with your order number and clear photographs of the issue. We will respond with the next steps, including the returns address where required.

For faulty, damaged or incorrect items, we cover the cost of return postage. We will either arrange collection, supply a pre-paid returns label, or reimburse reasonable postage costs you have paid to return the goods to us.

How to start a return

All returns are initiated by contacting our customer service team at help@gosweet.co.uk. Please include in your email:

Your order number
The name and quantity of the item or items you wish to return
The reason for the return (change of mind, faulty, damaged, wrong item)
Clear photographs, where the return relates to a fault, damage or incorrect item

Our customer service team will respond with the returns address and confirm the next steps. Please do not return goods to our registered office address without contacting us first, as this may delay or prevent your refund being processed.

Refund timing

Once we have received and inspected your returned goods, we will process your refund within 5 to 14 working days. The refund will be issued to the original payment method used at checkout. Depending on your bank or card provider, it may take a further few working days for the refunded amount to appear on your statement.

If you cancel your order before it has been dispatched, we will process the refund within the same 5 to 14 working day window from the date of cancellation.

Original delivery charges

For change of mind cancellations made within the 14 day cooling-off period, we will refund the cost of the goods and the standard outbound delivery charge you paid. If you selected an upgraded delivery option (for example express or next-day delivery), we will only refund the equivalent cost of our standard delivery service.

For faulty, damaged or incorrect items, the full outbound delivery charge is refunded in addition to the cost of the goods.

Items not eligible for return

The following are not eligible for return under our change of mind policy, in line with Regulation 28 of the Consumer Contracts Regulations 2013:

Opened consumable goods, as described above under "Opened goods and hygiene"
Goods that have been personalised or made to your specification
Goods that are liable to deteriorate or expire rapidly
Sealed goods that have been unsealed after delivery and are not suitable for return for health or hygiene reasons

Your statutory rights for faulty, damaged or misdescribed goods are unaffected by these exclusions.

Contact us

For all returns enquiries, refund requests and questions about this policy, contact our customer service team at help@gosweet.co.uk. We aim to respond to all enquiries within one working day.

Registered office and correspondence address for VAPE SUPPLIER™ Ltd: 33 Bennetts Hill, Birmingham, West Midlands, England, B2 5SN. Please note that the registered office is not a returns address; the returns address will be confirmed by our customer service team when you initiate a return.

Your statutory rights

This refund policy operates alongside your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits or excludes those rights. For independent advice on your consumer rights, you can contact Citizens Advice on 0808 223 1133.