Refund policy

Refund Policy – Store Credit Only

At Sugar-Free Candy & Co., customer satisfaction is our priority. We’re here to help if something goes wrong with your order. Please read our refund policy carefully to understand how we handle returns and refunds while ensuring safety and fairness.

Eligibility for Returns

  1. Non-Perishable Items Only: Due to the nature of candy and edible goods, we do not accept returns on perishable items, even if unopened, to maintain the highest hygiene and safety standards.
  2. Damaged or Defective Items: If your product arrives damaged, defective, or incorrect, you may be eligible for a return. Please notify us within 7 days of delivery with proof of purchase and photos of the item.
  3. Incorrect or Missing Items: If your order is incorrect or missing items, contact us within 7 days of delivery, and we will make it right.

Refund Process

  1. Store Credit Only: Refunds will be issued as store credit in the form of a gift card or discount code.
  2. Processing Time: Once your return is approved, store credit will be issued within 5-7 business days.
  3. Exclusions:
    • Perishable Items: Returns or exchanges for perishable items (e.g., candy) are not accepted unless the product was damaged during shipping or incorrect upon delivery.
    • Sale or Promotional Items: Items purchased on sale or as part of a promotional bundle are not eligible for store credit unless they are defective.

How to Initiate a Return

  1. Contact Us: Email info@sugarfreecandyco.com with your order number, a brief description of the issue, and supporting photos.
  2. Approval Required: All returns must be authorized by our team before being shipped back to us.
  3. Shipping Costs: Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., defective or incorrect items).

Fraud Prevention Measures

To protect our business from fraudulent return claims:

  1. Photo Evidence: Photos of damaged or defective items must clearly show the issue.
  2. Original Packaging: Damaged or defective items must be retained in their original packaging until the return is processed.
  3. Restocking Fee: A restocking fee of 15% may apply for non-damaged returns to discourage misuse (if applicable).
  4. Shipping Verification: We verify all shipping claims through carrier tracking before issuing store credit.
  5. Customer History: Frequent return claims may trigger a review of the customer’s account. In cases of suspected fraud, we reserve the right to deny refunds or service.

By placing an order with us, you agree to this refund policy.

If you have any questions, please contact us at info@sugarfreecandyco.com Thank you for choosing Sugar Free Candy & Co.!