Candylicious Returns & Refund Policy

Standard Returns Policy

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either replace it, or credit your account, subject to the below terms.

You are entitled to cancel an order within 7 (seven) Days after receiving delivery thereof, provided that the product is unopened, in its original condition and any and all seals, packaging, labels, shrink-wrap and/or boxing remains intact.

Goods will not be considered for refund or return if:

      • damaged and used; 
      • missing the original labels and stickers and these are still attached to the product;
      • a foodstuff, beverage or other product intended for everyday consumption;
      • a personal care product which has been opened and used; or
      • a product which has been personalised for you or made to your specifications.

The product must be returned via courier to our physical address, which will be provided to you upon request, however a 10% handling fee will be deducted off the purchase price when processing the refund. 

Any product returned must be accompanied with your proof of payment in respect of such product. 

If a product is returned, we will, following receipt and examination of such product, reimburse you with the purchase price paid by you for the product, or pass a credit for future purchases, excluding any applicable delivery costs and/or charges.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

      • package your products safely and securely for protection during transit; and
      • clearly mark your return reference number on the outside of the parcel.

Want to exchange?

Certain clothing products can be exchanged for a different size or colour variation, provided that such variation is available. No exchanges on undergarments (mens & ladies boxer shorts, socks).

The product must be returned via courier to our physical address, which will be provided to you upon request. If such variation is not available, we will refund you the purchase price of the product within 10 days of the return.

Should we collect a product for a second exchange, after the first exchange has been processed, then a handling fee of 10% of the value of the product and the relevant courier fee to deliver the product once again, will apply.

We are entitled to inspect the product to validate your return. All clothing exchanges need to be returned unworn and still with the tags attached and the original packaging supplied.

Not what you ordered?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. 

Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 10 days of the return. Original packaging must be included and undamaged and unworn.

Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a request on the contact us page on the Website.

Defective products

We do our best to ensure that the products we deliver to you are of a high quality,  and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. 

The following will NOT be regarded as defects and will not entitle you to a return under this section:

      • faults resulting from normal wear and tear;
      • damage arising from negligence, user abuse or incorrect usage of the product;
      • damage arising from electrical surges or sea air corrosion;
      • damage arising from a failure to adequately care for the product;
      • damage arising from unauthorized alterations to the product; and
      • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
      • Battery operated products, where the disposable batteries are not functioning properly or need replacement.

Charges and refunds

If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

If you return a product that does not comply with this Policy, you may be liable to reimburse Candylicious for any incurred charges. 

Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card.

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