Refund policy

5. Ordering and purchasing products on our website

5.1 To order a product on our website, you will be required to follow the ordering procedures on our website. All product information, including prices, are displayed on our website.

5.2 All orders placed on our website will be subject to our acceptance of the order. We are entitled to refuse any order placed on our website.

5.3 If we have any concern or queries about the products you have ordered, then we will contact you electronically for clarification about the products you have ordered.

5.4 If your order is accepted, we will electronically confirm this (confirmation of order) with the details provided at time of order. The order will be fulfilled by the date set in the confirmation of the order, or within seven (7) working days of the confirmation of order if no date is specified.

5.5 All payment procedures are displayed on our website. You must pay by credit or debit card at the time of order, or by the payment links provided. No other payment method, such as cash or cheque, will be accepted on our website.

5.6 We try to ensure the prices on our website are accurate at all times, and will reference your order when placed as an audit of this. We will inform you if the correct price of the product is higher than that stated at the time of order, and then you may cancel the order and choose whether or not to order the product at the correct price.

5.7 If a product you order is unavailable for delivery within 30 days of the date of order, then we will contact you to offer you a refund.

5.8 If a product you have ordered is unavailable for delivery due to a supplier issue, we will not automatically substitute your order for a similar product. We may contact you electronically to advise on products that are of a similar use and cost.

5.9 We are not liable for any delay or non-delivery of your order caused by incorrect personal information being provided. In such circumstances we reserve the right to charge an administration fee or inform you that you must place a repeat order.

5.10 It is the responsibility of you as the customer placing an order on our website to provide the correct information at the time of order, and to ensure the credit or debit card used is your own.

You must ensure you have sufficient funds available to cover the total cost of your order at the time the order is placed. There is no facility for credit on our website. We reserve the right to obtain validation of the credit or debit card details before fulfilling the order.

6. Delivery

6.1 Any times or date stated on our website or confirmation of order are estimates only. Candy Counter will endeavour to dispatch all products ordered within 7 working days of the order being placed. If we are not able to dispatch your order within 7 working days then we will contact you electronically.

6.2 Delivery timescales will depend on the delivery option selected at the checkout by the customer.

Candy Counter will make every effort to deliver the order within the time specified, but is not liable for any delivery that takes place outside of the specified times. Extra charges will apply for special and recorded deliveries. You are responsible for ensuring you have selected the correct delivery option before placing your order.

6.3 All products listed on our website are exclusive of delivery costs unless specified in the product description. Heavy or large items may be subject to an extra delivery charge. We reserve the right to charge delivery on any item according to the rate set by a standard courier, and to amend our delivery costs at any time. If you are unsure of our delivery costs then please contact us.

6.4 Deliveries to the UK Highlands, Channel Islands and Northern Ireland are subject to a delivery charge. We do not offer any products for sale to any person resident outside of the United Kingdom

6.5 You, as the customer, are responsible for checking your products on receipt for damage and accuracy. Any discrepancies or damage must be reported to us within 24 hours of delivery of the products.

6.6 If you have not received your dispatch confirmation within 7 working days of placing your order then please contact us. Orders will not be fulfilled on UK public holidays.

6.7 If you have not received your order within 15 working days of receipt of your dispatch confirmation then please contact us so that we can notify the courier or Royal Mail as appropriate.

If we have sent a product by Royal Mail and it has not been received then you must first contact your local Royal Mail sorting office before contacting us. You will then be required to complete the relevant Royal Mail documentation for us to investigate the non-delivery of products by Royal Mail.

6.8 We are not able to cancel any order once it has been dispatched.

7. Returns

7.1 Damages and issues
If the product delivered to you is (a) not what you ordered; (b) does not correspond with the description of the product on our website; or (c) is not delivered in a satisfactory condition or is damaged in any way, then Candy Counter, at its discretion, will deliver you a replacement product or refund you the price paid for the product and the costs involved with the return of the product to us. If the product was delivered by Royal Mail, we will provide you with a postage paid envelope to return the product to us, or if it was delivered by courier, we will cover the costs of the courier charges for the return of the product to us. Ensure the bag has not been opened and the photo clearly shows the sweets you have received. If you have opened the pouch, we will be unable to refund/ exchange your items. We reserve the right to cancel any order.

7.2 Due to the personalised nature of the items we are unable to accept returns. If we have made an error with your order let us know and we will get this resolved asap.

7.3 Refunds will be paid as soon as possible, but may take up to thirty (30) days to process. You are responsible for arranging and covering the cost of the return of products to Candy Counter.

7.4 Whilst any products are in your possession, you are responsible for taking care of the products you intend to return to us. You must not use any products that you intend to return to us, and if products are sealed they must be returned to us with the seal intact. All products must be returned to us in the original packaging and with any free or promotional items which originally accompanied them. Failure to comply with clause 7.1 may result in refusal of refund.