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Returns Policy

At Candy Hero Ltd, we want our customers to enjoy a smooth experience. For this reason, we try and make the process of returning goods simple.

Cancelling an order

Under the Distance Selling Regulations you have the right to cancel your order for any item purchased on this website within 14 days of receiving your order. To cancel an order which has not yet been dispatched, please email support@candyhero.com. If the item has been dispatched then you must return the item to us.

Returns & Claims

General Returns

  • We only accept returns of undamaged items within 14 days of you receiving them.
  • Returned items must be unopened and in the same condition/packaging as received.
  • You must contact support@candyhero.com to get authorisation prior to returning.

Missing Items

  • Missing items must be reported to support@candyhero.com within 24 hours of receipt.

Damaged Shipments/Products

  • If there is evidence of tampering/damage to your shipment it must be noted to the delivery agent when you sign for the goods.
  • When you unpack the goods it is also possible to find damage to products which were not visible on the external packaging.
  • You must also report both types of damage to support@candyhero.com within 24 hours of receiving your shipment, complete with photographic evidence.

Expiry Dates

  • Expiry dates are available on our website and are agreed prior to dispatch.
  • If expiry dates will be a problem, they must be disputed prior to dispatch.
  • We don't accept claims for expiry dates which were already available/notified to you.

Refunds & Credits

  • When your return or claim is received we will acknowledge receipt and investigate it.
  • We will advise on the outcome of the claim/return and seek your agreement.
  • The agreed refund or credit will be triggered as soon as agreement is reached.

Guarantees & Warranties

Whilst Candy Hero Ltd makes reasonable effort to ensure we sell only the highest quality goods, we do not offer any guarantee or warranty schemes other than those offered by the product manufacturers.

Terms & Conditions

This Agreement will be governed by and construed in accordance with the law of England and Wales and both you and Candy Hero Ltd agree to submit to the exclusive jurisdiction of the courts of England and Wales.