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REFUNDS
Online Shop
Once you have placed an online order through our shop we start to process it for shipping.
Once the order has been booked for shipping and has a tracking number assigned we cannot cancel or refund the order.
If you contact us regarding a refund after we have processed the order for shipping and we cannot cancel or refund the order.
If you would like to cancel the order before a tracking number has been assigned we will charge a AUD$10.00 administration fee. This covers the cost of our merchant provider penalties and our time. This will be deducted from total that you are refunded.
Please note that you may also be charged a fee from your merchant provider for refunds.
Custom Candy
As our candy is a food product, we are only able to offer a refund on the purchase in the event that the product is defective, damaged or unfit for purpose.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange for any reason.
To be eligible for a refund, your item must be in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase, along with photos of the product exactly as you received it.
We recommend taking photos of any outer packaging also.
There are certain situations where only partial refunds are granted (if applicable):
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Refunds (If Approved)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (we can only refund to the original method/card payment was made by), within 4 business days.
Late or missing refunds (If Applicable)
If you haven’t received your refund yet, first check your bank account again.
Then contact your bank/credit card company, it may take some time before your refund is officially posted (it usually can take up to 5 business days once processed by us depending on your bank/payment method).
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (If Applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (If Applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and await further instructions.
Return Shipping For Approved Returns
To return your product, please follow our email for instructions on how to return your products once approved.
You will be responsible for paying for your own shipping costs for returning your item, unless otherwise stated by us.
All shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless otherwise stated by us.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
