Terms of service

TERMS OF SERVICE

Last Updated: 15 January 2026

1. INTRODUCTION & COMPANY INFORMATION

Welcome to CandyVault. These Terms of Service govern your use of our website and your purchase of products from us.

By visiting our website or placing an order, you agree to be bound by these Terms of Service. Please read them carefully before making a purchase.

2. AGREEMENT TO TERMS

These Terms of Service constitute a legal agreement between you (the customer) and TWIY Limited trading as CandyVault.

By using our website or placing an order, you confirm that:

  • You have read and understood these Terms
  • You agree to be bound by these Terms
  • You are capable of entering into a legally binding contract under UK law

If you do not agree to these Terms, please do not use our website or place an order.

We reserve the right to update these Terms at any time. The most current version will always be available on this page with the "Last Updated" date shown. Your continued use of the website after changes are posted constitutes acceptance of the updated Terms.

3. WHO CAN USE OUR SERVICE

Age Requirements: You must be at least 18 years old to place an order on our website. By placing an order, you confirm that you are 18 years of age or older.

Minors and Supervision: While our products are suitable for customers of all ages to consume (unless stated on product packaging), the contractual relationship for purchasing requires you to be 18 or over. Parents and guardians are responsible for supervising children's consumption of confectionery products.

4. ORDERS & ORDER ACCEPTANCE

How Orders Work:

When you place an order through our website:

  1. Your order is an offer to purchase products from us
  2. We will send you an order confirmation email acknowledging receipt
  3. Your order is not accepted until we dispatch the products and send a dispatch confirmation

We Reserve the Right to Refuse or Cancel Orders:

We may refuse or cancel any order at our discretion, including if:

  • Products are not available or out of stock
  • Pricing or product information is incorrect
  • We suspect fraudulent activity
  • We cannot verify payment details
  • Delivery restrictions apply to your location
  • Orders appear to be placed by resellers without authorisation

If we cancel your order after payment has been taken, we will provide a full refund within 14 days.

Order Quantities:

We reserve the right to limit the quantities of products that any person, household, or group may purchase. This helps ensure fair access to popular products and prevents bulk buying for unauthorised resale.

5. PRICING & PAYMENT

Prices:

  • All prices are displayed in British Pounds (£ GBP)
  • Prices include VAT where applicable
  • Prices do not include delivery charges unless stated otherwise
  • Delivery charges are shown clearly during checkout before you complete your order

Price Changes:

We reserve the right to change product prices at any time without notice. However, price changes will not affect orders that have already been confirmed and accepted.

Payment:

  • Payment is required in full at the time of ordering
  • We accept payment via Shopify Payments and PayPal
  • All payment transactions are processed securely
  • You must provide accurate and complete payment information
  • You authorise us to charge the payment method you provide

Payment Security:

Payment card information is transmitted securely and is not stored on our servers. Payment processing is handled by our secure payment providers.

Incorrect Pricing:

While we make every effort to ensure pricing accuracy, errors may occur. If we discover a pricing error:

  • Before dispatch: We will contact you and give you the option to proceed at the correct price or cancel your order
  • After dispatch: In the unlikely event of a significant undercharge, we may request additional payment or offer you the option to return the product for a full refund

6. PRODUCT INFORMATION & FOOD SAFETY

Product Descriptions:

We strive to provide accurate product descriptions, images, and information. However:

  • Product packaging and formulations may change without notice
  • Actual colours may vary from images due to screen settings
  • Minor variations in product appearance are normal

Food Products & Allergen Information:

IMPORTANT NOTICE FOR CUSTOMERS WITH FOOD ALLERGIES:

We sell confectionery and snack products, many of which are imported from the United States and other countries. While we make every effort to provide accurate allergen and ingredient information on our website, product manufacturers may update formulations, packaging, or allergen information without notice to us.

If you have food allergies or dietary restrictions:

  • Always check the physical product label and packaging upon delivery before consuming
  • The product label contains the most current and legally required allergen information
  • Do not rely solely on website descriptions
  • Contact us if you have specific questions about a product before ordering

We cannot guarantee that products are free from allergens or suitable for specific dietary requirements unless explicitly stated on the product packaging directly.

Product Sourcing:

We are a UK-based retailer. Our products are sourced from authorised importers and distributors who ensure compliance with UK food safety regulations. We are not the importer of record for products from outside the UK.

Best Before Dates:

Where applicable, products will have a reasonable shelf life remaining at the time of delivery. While we aim to provide products with significant time before expiry, imported confectionery may have shorter shelf lives than UK-manufactured alternatives.

Storage Instructions:

Follow any storage instructions provided on product packaging to maintain quality and safety.

7. DELIVERY & RISK TRANSFER

Delivery Service:

  • We deliver to addresses within the United Kingdom only
  • Delivery is provided by Royal Mail
  • Delivery times and costs are displayed during checkout
  • We are not responsible for delays caused by Royal Mail or events beyond our control

Delivery Times:

Estimated delivery times are provided in good faith but are not guaranteed. We will make reasonable efforts to meet estimated delivery dates, but we are not liable for delays.

Failed Deliveries:

If delivery cannot be completed:

  • Royal Mail will leave a notification card
  • You may need to collect from your local delivery office
  • If you do not collect within the specified timeframe, the item may be returned to us
  • Return shipping charges may apply for uncollected items

Risk and Title:

Products remain our property and risk until delivered to the address you provided. Once delivered or made available for collection, ownership and risk transfer to you.

Incorrect Delivery Address:

If you provide an incorrect or incomplete delivery address:

  • We are not responsible for non-delivery or mis-delivery
  • Additional charges may apply for re-delivery
  • You may need to collect from the original delivery address if possible

8. RETURNS & CONSUMER RIGHTS

Your Statutory Rights:

Nothing in this policy affects your statutory rights under UK law, including:

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

14-Day Cooling-Off Period:

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your products, for any reason.

To cancel your order:

  1. Notify us within 14 days of receiving your products
  2. Email contact@candyvault.co.uk with your order number and request to cancel
  3. Return the products to us within 14 days of notifying us

Return Conditions:

  • Products must be unused and in their original packaging
  • You are responsible for the cost of return shipping
  • We recommend using tracked delivery for your protection
  • We will refund the product cost and original delivery charge (if any) within 14 days of receiving the returned items. We do not refund return delivery costs.

Exceptions to the Right to Cancel:

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

  • Food products where the seal has been broken or 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:

You retain your full rights to a refund, replacement, or repair if products are:

  • Faulty or defective
  • Damaged during delivery
  • Not as described on our website
  • Incorrect items sent

To report a problem:

  1. Contact us at contact@candyvault.co.uk within 7 days of delivery
  2. Provide photos of the issue where possible
  3. We will arrange collection or replacement as appropriate

For faulty or damaged goods, we will cover all return shipping costs.

Refunds:

Refunds will be issued to your original payment method within 14 days of:

  • Receiving your returned products (for cooling-off period returns), or
  • Agreeing that products are faulty or incorrect


9. USER ACCOUNTS

Account Creation:

You may create an account to:

  • Track orders
  • Save delivery addresses
  • View order history
  • Receive exclusive offers (if you opt in)

Account Security:

You are responsible for:

  • Keeping your password secure and confidential
  • All activities that occur under your account
  • Notifying us immediately of any unauthorised use

Account Termination:

We reserve the right to suspend or terminate accounts that:

  • Violate these Terms of Service
  • Engage in fraudulent activity
  • Abuse our services or staff


10. PROHIBITED USES

You agree not to use our website or services for any unlawful or prohibited purpose, including but not limited to:

Prohibited Activities:

  • Violating any UK or international laws or regulations
  • Transmitting malicious code, viruses, or harmful software
  • Attempting unauthorised access to our systems
  • Scraping, data mining, or harvesting data without permission
  • Impersonating any person or entity
  • Harassing, abusing, or threatening our staff or other users
  • Infringing intellectual property rights
  • Submitting false or misleading information
  • Using our services to resell products without authorisation
  • Circumventing security features or access controls

Consequences:

Violation of these prohibitions may result in:

  • Immediate termination of your account
  • Cancellation of pending orders without refund
  • Legal action where appropriate
  • Reporting to relevant authorities


11. INTELLECTUAL PROPERTY

Our Content:

All content on our website, including but not limited to:

  • Text, images, graphics, logos
  • Product photographs and descriptions
  • Website design and layout
  • Trademarks and brand names

...is owned by or licensed to TWIY Limited and is protected by UK and international intellectual property laws.

Your Limited License:

You may:

  • View and browse the website for personal use
  • Print pages for personal reference
  • Share links to our website

You may not:

  • Copy, reproduce, or republish our content without written permission
  • Use our images or descriptions on other websites
  • Modify, create derivative works, or reverse engineer our website
  • Remove copyright or trademark notices

Product Trademarks:

Many products we sell bear trademarks owned by their respective manufacturers. These trademarks remain the property of their owners and are used solely for product identification purposes.


12. LIMITATION OF LIABILITY

What We Do Not Exclude:

We do not exclude or limit our liability for:

  • Death or personal injury caused by our negligence
  • Fraud or fraudulent misrepresentation
  • Breach of your legal consumer rights under the Consumer Rights Act 2015
  • Any other liability that cannot be excluded or limited under UK law

Limited Liability:

Subject to the above, our total liability to you for any loss or damage arising from or in connection with:

  • Use of our website
  • Purchase of our products
  • These Terms of Service

...is limited to the total amount you paid for the specific product(s) that gave rise to the claim.

Indirect Losses:

We are not liable for indirect or consequential losses, including but not limited to:

  • Loss of profits or revenue
  • Loss of business or contracts
  • Loss of anticipated savings
  • Loss of data or corruption of data
  • Wasted expenditure

Service Availability:

While we make reasonable efforts to ensure our website is available, we do not guarantee:

  • Uninterrupted or error-free website operation
  • That defects will be corrected
  • That our website or servers are free from viruses or harmful code

Your use of our website is at your own risk.


13. PRIVACY & DATA PROTECTION

Your Personal Information:

We collect and process personal information in accordance with:

  • UK General Data Protection Regulation (UK GDPR)
  • Data Protection Act 2018
  • Privacy and Electronic Communications Regulations (PECR)

What We Collect:

When you place an order or create an account, we collect:

  • Name and contact details
  • Delivery address
  • Email address
  • Payment information (processed securely by our payment providers)
  • Order history

How We Use Your Information:

We use your personal data to:

  • Process and fulfil your orders
  • Communicate with you about your orders
  • Provide customer support
  • Comply with legal obligations
  • Prevent fraud

Marketing Communications:

We will only send you marketing emails if you have opted in to receive them. You can unsubscribe at any time by clicking the unsubscribe link in any marketing email or contacting us.

Data Sharing:

We share your data only with:

  • Payment processors (Shopify Payments, PayPal) to process transactions
  • Royal Mail for delivery services
  • Service providers who help us operate our business (subject to confidentiality obligations)

We do not sell your personal data to third parties.

Your Rights:

Under UK GDPR, you have the right to:

  • Access your personal data
  • Correct inaccurate data
  • Request deletion of your data (in certain circumstances)
  • Object to processing
  • Request data portability
  • Withdraw consent for marketing

To exercise your rights, contact us at contact@candyvault.co.uk.

For more information, please see our Privacy Policy.

 

14. THIRD-PARTY SERVICES

Payment Processors:

We use Shopify Payments and PayPal to process transactions. Your use of these services is subject to their respective terms and privacy policies.

Third-Party Links:

Our website may contain links to third-party websites for your convenience. We do not control these websites and are not responsible for their content, privacy practices, or terms of use.

Social Media:

We may provide links to our social media profiles. Your interaction with our social media is subject to the platform's terms of service and privacy policies.


15. CHANGES TO TERMS

Right to Update:

We reserve the right to update, change, or replace any part of these Terms of Service at any time. Changes will be posted on this page with the "Last Updated" date modified.

Your Responsibility:

It is your responsibility to check these Terms periodically for changes. Your continued use of our website after changes are posted constitutes acceptance of the updated Terms.

Material Changes:

For significant changes that materially affect your rights, we may notify you by email (if you have an account) or by posting a prominent notice on our website.


16. GOVERNING LAW & DISPUTES

Governing Law:

These Terms of Service are governed by and construed in accordance with the laws of England and Wales.

Jurisdiction:

Subject to the below, the courts of England and Wales have exclusive jurisdiction to resolve any disputes arising from these Terms.

Alternative Dispute Resolution:

If you have a complaint about our products or services, please contact us first at contact@candyvault.co.uk. We will make every effort to resolve your complaint amicably.


17. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court:

  • That provision will be deemed severed from these Terms
  • The remaining provisions will continue in full force and effect
  • The invalid provision will be replaced with a valid provision that most closely matches the intent of the original


18. ENTIRE AGREEMENT

These Terms of Service, together with our Privacy Policy, Shipping Policy and Returns Policy, constitute the entire agreement between you and TWIY Limited regarding your use of our website and purchase of products.

These Terms supersede any prior agreements, communications, or understandings, whether written or oral.


19. WAIVER

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision. Any waiver must be in writing and signed by us.


20. CONTACT INFORMATION

If you have any questions about these Terms of Service, please contact us:

TWIY Limited trading as CandyVault

  • Email: contact@candyvault.co.uk
  • Registered Address: First Floor, Swan Buildings, 20 Swan Street, Manchester, M4 5JW, United Kingdom
  • Company Registration Number: 06643511

For customer service inquiries, please use the email address above. We aim to respond to all inquiries within 2 working days.