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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 outter 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 applicable)
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, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
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.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will find out about your return.
Shipping
To return your product, please email us 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. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Tariffs, Duties & Taxes
When a package is shipped internationally, it may be subject to import tarriffs, duties & taxes and/or fees imposed by the destination country. These charges will typically be due once the shipped goods arrive at the country of destination and are paid seperatly.
Such charges are not included in the product price or shipping and handling cost. These charges are the buyer’s responsibility as we are only charging the transportation fee for your order.
If you choose to refuse/not accept delivery of a parcel with charges owed, no refund or credit will be given for the order.
Sticky does not have any responsibility on these additional charges that may apply.
The buyer is responsible for obtaining information regarding their country’s laws, regulations, and restrictions that may apply when purchasing our products. By placing an international order (shipping outside of Australia), the buyer is responsible for abiding by their country’s laws, regulations, and restrictions.
If a product is seized and destroyed by the customs, or returned to Australia, we will NOT be responsible for the losses, product, or shipping refunds.
If you choose to refuse/not accept delivery of a parcel with charges owed, no refund or credit will be given for the order.
It is the buyer's responsibility to cover the shipping costs when the buyer wishes to have a second delivery attempt after the product is returned to Sticky.
