Refund policy

Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your damaged item to request a return.

To be eligible for a return, your items must be damaged or inedible. We only accept refunds if your item has been received in a damaged or inedible condition. You’ll also need to provide us your order number & provide us with enough relevant information for us to be able to confirm your proof of purchase.

To start a return, you can contact us at enquiries@candeeloot.co.uk If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at enquiries@candeeloot.co.uk

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as pick & mix), products that have arrived in a good condition and are edible and items that have been sent to you for free such as giveaways etc. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Charge backs

Whilst you are within your rights to initiate a charge back via your bank, please be aware a chargeback should be your last resort, witch you showing not have to do as we will always refund our customers if the items aren’t delivered or damaged, if a charge back is initiated there will be an automatic charge on your account of £35, this is to cover charge back fees and administration fees. Charge backs can delay any funds initiated back to your account by three months. This may also affect your ability to order with us in future. If you are not happy with your goods or services please contact us first to see if we can resolve your issue and follow our complaints procedure.

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Refund policy

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