Returns Policy
We accept returns only for products that are faulty or damaged due to issues with the product itself or delivery. Our goal is to resolve any problems quickly by offering a replacement or a full refund for defective items.
Non-Returnable Items
Returns are not accepted for:
- Perishable goods (e.g., Pick n’ Mix, chocolate, wrapped candy).
- Items that have been opened or partially consumed.
Refund Process
Once we receive your return request, we’ll work to resolve the issue promptly. If you request a refund for a faulty product, it will be processed within 7 working days and credited to your original payment method. For cash payments, refunds may be issued in cash by the driver upon collection.
Late or Missing Refunds
If your refund hasn’t appeared after 7 days, please check your bank or credit card account first, as processing times may vary. If the delay persists, contact us at contact@candy-box.co.uk before reaching out to your bank or card issuer—we’ll find a solution for you.
Sale and Clearance Items
Refunds are available only for regular-priced items. Sale and clearance items are non-refundable and purchased at your discretion.
Exchanges
We replace items only if they are defective or damaged. To arrange an exchange, reach out via our website’s live chat or email us at contact@candy-box.co.uk. You may need to return the defective item for review before a replacement is issued.
Discounts
From time to time, we may offer discounts. These cannot be combined with other coupons or promotions. Candy Box reserves the right to refuse or withdraw discounts at any time.
Gifts
For items marked as gifts and delivered directly to you, a gift credit will be issued for the return value. If the item wasn’t marked as a gift, the refund will be issued to the original purchaser.
Delivery Costs for Returns
If your return is due to a faulty product or delivery issue, you won’t incur any delivery costs. We’ll arrange the return and replacement or refund at no additional charge.
Allergen Information
Allergen details are provided on product packaging and product pages. All Candy Box prepared items (e.g., Pick n’ Mix, waffles, and desserts) are made in an environment that handles soya, gluten, dairy, and nuts. If you have concerns about allergens, please contact us at contact@candy-box.co.uk.