Refund policy

RETURNS & REFUNDS POLICY

Your Consumer Rights

We want you to be completely satisfied with your purchase from CandyVault. This Returns & Refunds Policy explains your rights and how to return products if needed.

Your Statutory Rights:

Under UK law, you have important consumer rights that cannot be taken away. This policy does not affect your statutory rights under:

  • Consumer Rights Act 2015: Products must be as described, fit for purpose, and of satisfactory quality
  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: 14-day cooling-off period for distance sales


14-Day Returns Period

We offer a 14 day returns policy in line withthe Consumer Contracts Regulations 2013. You have the right to cancel your order within 14 days of receiving your products, for any reason.

Want to return your order? Here is what you need to do:

Step 1: Notify Us Email us at contact@candyvault.co.uk within 14 days of receiving your order with:

  • Your order number
  • The items you wish to return
  • Reason for return (optional but helpful)

Step 2: Return the Products You have 14 days from the date you notify us to return the products. We will provide you with a returns address one you have contacted us.

Step 3: Return Conditions

Products must be:

  • In their original, unopened packaging
  • Unused and in resaleable condition
  • Returned with all items included (if purchased as a set, box or bundle)

Step 4: Return Shipping

You are responsible for the cost of return postage unless the products are faulty or we sent you the wrong items.

We recommend using:

  • Tracked delivery service for your protection
  • Adequate packaging to prevent damage in transit
  • Proof of postage

We are not responsible for items lost or damaged during return shipping.

Step 5: Refund

Once we receive and inspect your returned products, we will:

  • Email you to confirm receipt and approval
  • Issue your refund within 14 days to your original payment method
  • Refund the product cost and original delivery charge (if you returned your entire order)

If you only return part of an order that qualified for free delivery, we will deduct the standard delivery cost from your refund.

Exceptions to the Right to Cancel

Food Products and Hygiene Regulations:

For food safety and hygiene reasons, we cannot accept returns of:

  • Food products where the seal has been broken
  • Food products where packaging has been opened
  • Products that have been consumed or partially consumed

This exception is permitted under UK consumer protection law for perishable and hygiene-sensitive goods.

Faulty, Damaged, or Incorrect Products

If you receive products that are faulty, damaged, or not as described, please contact us immediately.

What Qualifies:

We Will Accept Returns/Replacements For:

  • Products that are damaged or faulty on arrival
  • Products that do not match our website description
  • Wrong products sent
  • Missing items from your order

We Cannot Accept Returns/Replacements For:

  • Minor cosmetic damage to outer packaging (small dents or creases) that doesn't affect the product. We do not accept returns for damaged cereal or sweet boxes if the product is consumable.
  • Small dents on cans (the can protects the contents; if the seal is intact, the product is safe)
  • Broken crisps, chocolate or biscuits (these are fragile products and some breakage in transit is normal)
  • Melted chocolate during warm weather (we cannot control temperature during transit)
  • Products damaged after delivery
  • Products returned without prior authorisation

Temperature Warning: Chocolate & Heat-Sensitive Products

IMPORTANT NOTICE:

We cannot refund or replace chocolate or confectionery that has melted due to high temperatures during transit/delivery.

Why?

During warm weather (especially spring and summer), temperatures in delivery vehicles and in transit can cause chocolate to soften or melt. Unfortunately, we have no control over these conditions.

What We Do:

  • We pack products carefully and monitor weather forecasts
  • We may delay dispatch during extreme heat (though this cannot be guaranteed)
  • Regional temperature variations are beyond our control

Ordering During Warm Weather:

By ordering chocolate or temperature-sensitive products during warm weather, you accept the risk of melting. We recommend:

  • Choosing delivery to a secure location where someone can receive the parcel
  • Being available to bring products inside immediately upon delivery
  • Refrigerating chocolate products if needed

Product Descriptions & Variations

Imported American Sweets:

Many of our products are imported from the United States and other countries. Please be aware:

  • Product packaging may differ from website images
  • Manufacturers may update formulations or packaging without notice
  • Colours may vary slightly from photos due to screen settings
  • Minor variations in product appearance are normal and not grounds for return

Best Before Dates:

All products will have a reasonable shelf life remaining at the time of delivery. Imported confectionery may have shorter shelf lives than UK-manufactured alternatives. This is normal for imported products and not grounds for return unless:

  • Products arrive past their Best Before date
  • Products were explicitly marked as having extended dates on our website

Products marked as "Best Before" or identified as short-dated at the time of sale are non-returnable unless faulty.

Products You Cannot Return (Summary)

To summarise, we cannot accept returns of:

  • Opened or consumed food products (hygiene exception)
  • Products marked as "Best Before" or short-dated at time of sale
  • Products with minor cosmetic packaging damage (dents, creases)
  • Broken crisps, biscuits, chocolate, or other fragile items (unless wholly unsuitable)
  • Products with small dents on cans  or boxes(if seal intact)
  • Melted chocolate due to warm weather
  • Gift cards (non-refundable by nature)

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash.

  • Gift cards are valid for 2 years from the date of purchase
  • Gift cards can only be used on www.candyvault.co.uk
  • Lost or stolen gift cards cannot be replaced

Delivery Failures & Undelivered Parcels

Safe Place Deliveries:

If you request that your parcel be left in a safe place or diverted to another address, you accept full responsibility for the receipt of the parcel.

We cannot accept responsibility for:

  • Parcels left in a safe place that are subsequently lost or stolen
  • Parcels diverted to alternative addresses that go missing
  • Parcels that are damaged due to being left outdoors

Tracking & Proof of Delivery:

All orders are sent via Royal Mail with tracking. If your parcel shows as delivered but you haven't received it:

  1. Check with neighbours and anyone else at your address
  2. Check any safe places you may have authorised
  3. Contact Royal Mail using the tracking number
  4. Contact us after checking the above - we'll do our best to help

We can only issue refunds or replacements for parcels genuinely lost by the courier (not delivered to wrong address at customer's request or stolen from safe place).

How Refunds Work

Refund Timeline:

Once we receive and approve your return:

  • We will email you to confirm
  • Refunds will be issued within 14 days
  • Refunds go back to your original payment method (card or PayPal)
  • Your bank or card provider may take an additional 3-5 working days to process

What Gets Refunded:

Full Refund Includes:

  • Product cost
  • Original delivery charge (if you return your entire order)

Partial Refund (Returning Some Items):

  • Product cost only
  • If your original order qualified for free delivery, we'll deduct the standard delivery charge

We Do Not Refund:

  • Return postage costs (unless products are faulty/incorrect)
  • Delivery charges if you only return part of an order that received free delivery

Exchanges

We do not currently offer direct product exchanges. If you wish to exchange a product:

  1. Return the original product following the returns process above
  2. Place a new order for the product you want

This ensures you're not charged twice and gives you flexibility in choosing replacements.

Contact Us About Returns

If you have any questions about our Returns & Refunds Policy or need to report a problem, please contact us:

CandyVault Customer Service
Email: contact@candyvault.co.uk

When contacting us, please include:

  • Your order number
  • Description of your query or issue
  • Photos (if reporting damage or faults)

Response Time:
We aim to respond to all enquiries within 2 working days.