Returns Policy

Candybird strives to provide the best possible service to its customers and has put the appropriate measures in place to ensure all its staff and suppliers are fully aware of, and comply with the Iqaala Satisfaction Guarantee. We are committed to operate our business in terms of the principals of the Iqaala Satisfaction Guarantee and the requirements of the Consumer Protection Act and our returns policy is aligned therewith.

Online Shopping Returns

A customer has a general right to return goods (a 'cooling off period') within 48 business hours after delivery, without penalty, should the product be unsatisfactory or incorrect.

The customer will be liable for the costs of returning the goods, should it relate to a change of mind purchase.

Refunds will be finalised within 7-10 business days.

Returned Goods Must Be:

In its original packaging; and

In its original condition

Certain Conditions And Exemptions Apply:

No returns will be accepted if:

Goods have been altered in any way; and

There is a health risk attached

Due to public and food safety regulations.

What If I Receive A Product/s That I'm Not Happy With At Time Of Delivery? (In The Event Of Poor Quality/Damaged/Faulty/Incomplete And Unwanted Products/Substitutions)

Should you not be entirely satisfied with your order, you are welcome to return any product, which was purchased as part of an Online Shopping order, to the delivery driver. Returns must be marked and signed for as such on the delivery note that accompanies the order. Any refunds for unwanted substitutions or returned items will be made after the goods have been received back into stock by Candybird.

For the avoidance of doubt, Candybird cannot redeliver any items.

Will I Get Refunded For An Item That Was Paid For But Not Delivered?

Yes you will. If you receive an order that is short delivered, please ensure you note the missing items with the driver and on the delivery note. These items will be refunded once the documentation is returned to the fulfilment store.

Please note – any items under the “Not Supplied” section of your invoice have not been charged for and a refund is not necessary, as these items were unavailable or out of stock.

How Long Will It Take To Receive My Refund After Sending Items Back?

Refunds are usually processed within 48 hours but may take up to 7-10 days depending on the banks involved.

What Happens If I Want To Return A Product After The Driver Has Left?

Should you need to return an item after the driver has left, you will need to return it to a Candybird store or agent. We provide a single delivery service at a pre-agreed price, this does not include collections after the driver has left.

You may return any item to a Candybird store together with the original invoice, where items may be refunded or exchanged subject to our standard Returns Policy.

Most goods will be refunded or exchanged if they are returned within 48 business hours of purchase. If they were defective when purchased or do not comply with requirements and standards in terms of safety and quality, Candybird reserves the right to refer returned goods for technical assessment by the manufacturer. Customers are required to present their original invoice.

Refunds For Returns Made After The Delivery

Should you need to return an item, received through our delivery service, after the driver has left, it is your responsibility to return the item to a Candybird store or agent. The Candybird delivery service requires us to provide a single delivery service at a pre-agreed price. You accept that we are not liable to provide the same service as part of a returns procedure after we have left your premises from the original delivery.

You may also return any item to a Candybird store or agent together with the original invoice, where items may be refunded or replaced subject to due compliance by the customer with these Terms and Conditions. Please contact our Customer Service Centre with any queries.

For the avoidance of doubt, any items purchase direct from a Candybird store may not be returned with an Online Shopping delivery driver. Items eligible for return via the delivery driver are limited to those purchased through the Websites and as part of the delivery service. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.

Most goods will be refunded or exchanged if they are returned within 48 business hours of purchase. If they were defective when purchased or failed due to a design or manufacturing flaw or do not comply with requirements and standards in terms of safety and quality, Candybird reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre. Customers are required to present their original invoice. The goods excluded from the 48-hour exchange or refund policy are:

Goods purchased by way of special arrangement or custom order will only be replaced if they are defective;

Giftboxes, arrangements, gift packs or platters will only be refunded if they are in their original packaging and unused. Should the item be opened then an exchange for the same product will be given if the product is defective.

If the packaging or marketing materials indicate a product which materially differs from that which is supplied then a customer may themselves return the goods, within 48 hours after purchase. Subject to our rights in law to charge the customer for use of the product and to repair the goods for re-stock purposes, Candybird will provide the customer with a refund. The refund will be processed by the store or agent from which the purchase originated (i.e. was delivered).

Please note that it may not be possible to determine in-store whether goods have been damaged or what the cause of a failure or defect may be. Accordingly, Candybird reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to replacing or refunding an item and to provide the customer with feedback within 48 hours of receipt of the returned goods and to act accordingly

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or misrepresented goods.

Please note: Facebook Shop and Instagram Shop Delivery & Returns Policy is not applicable to Candybird Pty Ltd.

Please read our Returns policy above.

I received a gift and don't have a slip or invoice. How do I refund or exchange them?

If you are returning a gift and no invoice is available, then you will be refunded via a Candybird Gift Card Voucher.