OUR 30 DAY WARRANTY

All products come with a FREE replacement warranty for 30 days from purchase. IF your purchase does not match the description or the item is defective, please contact us within 48 hours of receiving your order - we will make sure that all of your issues are resolved.
If you received the wrong item, please contact us within 48 hours of delivery. We will arrange to deliver the correct items or return your payment.
For defective or faulty products, please take photos or videos and raise a ticket to our customer support or email us at sugarsticks@shapecandy.com - we will replace or refund your purchase after confirmation.
PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

RETURNS & REFUNDS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

In order to receive your refund please follow the steps below:

Products can only be returned if they are still in their original condition and packaging with all tags still attached. Used products, or products damaged by the customer will not be eligible for refund.


RETURNS PROCESS

Visit our Returns Centre to start the process

Upon approval you will receive the Returns Authorisation RA# and the address of the closest warehouse where you can mail the product back to us.

To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages.

You will be responsible for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please make sure you send the item back as a gift as we don't cover customs fees for returns

Upon receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.

There are certain situations where only partial refunds are granted (if applicable):

Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sugarsticks@shapecandy.com

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sugarsticks@shapecandy.com

Sale/Promotion items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 15% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.

Invalid Reasons:
Customer no longer wants the items - this is the most common example which we cannot honor if we want to continue offering great value at ShapeCandy. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the customer enters into a legally binding contract with ShapeCandy to purchase all items in that order.

Customer found items cheaper somewhere else - The customer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the customer enters into a legally binding contract with ShapeCandy to purchase all items in that order.

Occasionally parcels are returned as undeliverable - As we can’t re-dispatch orders that have been returned, when a carrier returns a parcel as undeliverable we reserve the right to take a handling fee of 20% from your refund for handling purposes, we will notify you if this should occur.

However, if you'd still like to purchase the items in a parcel that's been returned to us as "undeliverable" you'll need to place a new order.

A parcel might be returned as undeliverable for several reasons:

Incorrect address. 
If the address is incorrect or outdated the parcel will typically be returned to us by the carrier or the unintended recipient. Please double-check the address carefully when placing your order. 

Incorrect address format. 
If our system doesn't recognize the way an address was entered the parcel may be assigned to a carrier that can't deliver to that address.

Failed delivery attempts. 
Most of our carriers will make more than one attempt to deliver a parcel. If they find that they can't successfully deliver your parcel it'll be returned to us.

Illegible address. 
In rare cases, address labels may become impossible to read in transit. If that happens a carrier will return the parcel and we will arrange re-delivery.

Damaged in transit. 
If a parcel is damaged while it's on its way to you the carrier may return it without attempting delivery and we will arrange re-delivery.