Return and Refund Policy
Refund and Returns Policy
Perishable food products
For food safety reasons, we cannot accept returns or issue refunds on candy or other food items once they have been delivered. This applies to all products unless they arrive damaged, defective, or incorrect. Please order carefully and check allergen information before purchasing.
Damaged, defective, or incorrect orders
If your order arrives damaged, melted beyond use, past its best-before date, or is not what you ordered, contact us within 7 days of delivery at hello@hellocandy.shop with your order number and photos of the product and packaging. We will replace the item or issue a full refund, at your choice. You will not need to return the product.
Heat and melting
Candy is sensitive to heat. During warm months we recommend selecting expedited shipping. We are not responsible for melting that occurs during transit on standard shipping in temperatures above 80°F, though we will always work with you if an order arrives unusable.
Non-delivery and lost packages
If tracking shows delivered but you have not received your order, contact us within 14 days and we will investigate with the carrier. If a package is confirmed lost in transit, we will replace it or refund it in full.
Order cancellations
Orders can be cancelled for a full refund any time before they ship. Once a shipping label has been created, the order cannot be cancelled.
Refund processing
Approved refunds are issued to the original payment method within 5–10 business days. Original shipping charges are non-refundable except where the error was ours.
Contact
Hello Candy LLC — hello@hellocandy.shop