Refund policy

Fairy Candy Ltd. – Return and Refund Policy

At Fairy Candy Ltd., we pride ourselves on creating delicious, handmade sweets crafted with care and made fresh to order. Due to the perishable nature of our products and the fact that each item is custom-made specifically for your order, our return and refund policy is designed to balance customer satisfaction with the unique characteristics of our business, while adhering to UK consumer law.

Our Contact Details:

  • Company Name: Fairy Candy Ltd.

  • Email Address: fairycandylim@gmail.com

  • Phone Number: +447897452039

  • Address: The Shipyard, Rope Walk, Littlehampton, West Sussex, UK. BN17 5DE

  • Website: fairycandy.co.uk

1. Products Covered by This Policy

This policy applies to all handmade sweets produced and sold by Fairy Candy Ltd. As all our products are perishable and made to order, this impacts our ability to accept returns for reasons other than faults or significant issues.

2. Cancellations

  • Before Dispatch: You may cancel your order at any time before it has been dispatched for delivery. To cancel an order, please contact us immediately via email at fairycandylim@gmail.com or by phone on +447897452039, quoting your order number. If your order has not yet entered the production process or been dispatched, we will issue a full refund.

  • After Dispatch: Once an order has been dispatched, it cannot be cancelled. Due to the perishable and custom-made nature of our goods, the usual 14-day "cooling-off" period for distance selling under the Consumer Contracts Regulations 2013 does not apply. Please refer to our returns policy below for issues with received goods.

3. Returns (Specific Conditions for Perishable and Custom-Made Goods)

As our sweets are perishable and made to order, we can only accept returns and offer refunds or replacements under specific circumstances where the goods are faulty or not as described, in accordance with the Consumer Rights Act 2015.

  • Shelf Life Expiry on Delivery / Goods Not of Satisfactory Quality:

    • We guarantee that our products will have a minimum shelf life of 2 days from the date of delivery.

    • If your product arrives with a shelf life of less than 2 days remaining, or if the product is not of satisfactory quality (e.g., mouldy, severely damaged, or otherwise unfit for consumption upon arrival), please contact us immediately upon receipt (within 24 hours of delivery).

    • We will require clear photographic evidence of the product and its packaging, including any best-before or use-by dates, to assess the issue.

    • In such confirmed cases, we will offer a replacement or a full refund, including original shipping costs.

  • Unopened Products Due to Cross-Contamination Concerns (Not as Described / Fit for Purpose):

    • If you believe there is a genuine and serious risk of undeclared allergen cross-contamination not listed on our product's ingredients, and the product remains unopened and in its original, sealed packaging, please contact us immediately upon receipt (within 24 hours of delivery).

    • Due to the potential health risks, we will arrange for the return of the unopened product for urgent inspection.

    • If cross-contamination is confirmed or deemed a plausible risk based on our investigation, we will offer a replacement or a full refund.

    • Please note: Opened products cannot be returned or refunded under this clause due to the inability to verify the integrity and potential for further contamination once opened. Always check packaging and allergen information carefully upon receipt.

  • Incorrect Items Received:

    • If you receive an item that is clearly not what you ordered (e.g., wrong flavour, entirely different product), please contact us within 24 hours of delivery with your order number and photographic evidence of the incorrect item. We will arrange for the correct item to be sent or issue a full refund, and cover the cost of returning the incorrect item.

We cannot accept returns or offer refunds for:

  • Products that have been opened or partially consumed (unless under the specific cross-contamination clause above, where the item must remain sealed).

  • Products where the shelf life has expired due to delayed consumption after the guaranteed 2-day period from delivery, provided the product met the shelf life guarantee upon arrival.

  • Products that have been damaged or altered after delivery by the customer.

  • Products that do not meet your personal taste preferences (as taste is subjective and not a fault in quality).

  • Products that are ordered incorrectly by the customer (e.g., wrong flavour, wrong quantity selected) unless a cancellation is made before dispatch as per section 2.

  • Items where minor variations in appearance, colour, or shape occur due to the handmade nature of our products. These are not considered faults unless they significantly compromise the quality or description.

4. How to Initiate a Return or Refund Request

To request a return or refund based on the criteria above, please follow these steps:

  1. Contact Us Immediately: Email us at fairycandylim@gmail.com or call us on +447897452039 within 24 hours of receiving your order.

  2. Provide Order Details: Include your full name, order number, the date of delivery, and a clear, detailed explanation of the issue.

  3. Provide Evidence (Essential): For quality issues, incorrect items, or shelf-life concerns, please provide clear, high-resolution photographs or videos of the product, its packaging, and any relevant date labels or damage.

  4. Await Instructions: We will review your request promptly and provide you with clear instructions on how to proceed. This may include arranging for the return of the item to us for inspection, which we will cover the cost of if the return is due to our error.

5. Refunds

  • Processing Time: Approved refunds will be processed within 7-10 working days of the return being received and inspected (if applicable), or from the date the refund is agreed upon if a return is not required.

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.

  • Shipping Costs for Returns:

    • If a return is accepted due to an error on our part (e.g., product not of satisfactory quality, incorrect item, confirmed cross-contamination risk), we will cover the cost of return shipping.

    • In all other circumstances where a return might be exceptionally agreed upon outside of this policy, the customer will be responsible for the return shipping costs.

6. Damaged During Transit / Lost Orders

  • Damaged on Arrival: While we pack our sweets with the utmost care, if your order arrives clearly damaged in transit, please take photographs of the damaged packaging and product immediately. Contact us within 24 hours of delivery at fairycandylim@gmail.com or +447897452039 with your order number and photographic evidence. We will investigate with our courier and arrange a replacement or a full refund.

  • Lost Orders: If your order has not arrived by the expected delivery date, please contact us. We will liaise with our shipping partner to track your parcel and resolve the issue. If confirmed lost, we will offer a replacement or a full refund.

7. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015. Under this Act, products must be of satisfactory quality, fit for purpose, and as described. As perishable goods, our products have a naturally limited lifespan. While the standard 30-day right to reject faulty goods applies, for perishable items, this period is generally considered to be as long as it is reasonable to expect the goods to last, which for our sweets, is defined by the stated shelf life upon delivery.

8. Contact Us

If you have any questions or concerns regarding our Return and Refund Policy, or if you need assistance with an order, please do not hesitate to contact us:

Fairy Candy Ltd. The Shipyard, Rope Walk, Littlehampton, West Sussex, UK. BN17 5DE Email: fairycandylim@gmail.com Phone: +447897452039 Website: fairycandy.co.uk