Return Policy

RETURN POLICY

We always strive to make your candy/snacks purchasing experience as satisfying as possible, but sometimes mistakes can happen. Our returns policy is here to help you identify what your issues are and what the correct process is to get it resolved quickly so you can get back to eating some yummy candies!

All returns/refund requests within 30 business days of receipt of your order (determined by postal tracking) due to health regulations, any food products must be unused, unopened and have packaging or seals intact.

Refunds for returns exclude shipping costs, and the customer is responsible for the shipping cost of the products back to us in their original condition.

Please send your returns to the following address (please contact us before you send it back so we can look out for your return in the post)

CNR CANDY AND SWEETS

ATTN: RETURNS

SHOP 2, 97 BLACKALL TERRACE

NAMBOUR QLD 4560

Please take care when placing an order and keep in mind the following (if you have any concerns or specific requirements, please contact us before you place your order)

  1. Taste: manufacturers at times may change their recipes slightly which can alter the taste of their products
  2. Brands Different brands of products will have different flavours, colours and textures of the same product please let us know if you are after a certain brand or if you are unsure with the brand we carry and we will support you in getting the answers you need.
  3. Hot Weather: if it is warm in your area, stay away from heat sensitive products as we do not refund for melting! We will do our  best to stop the products getting affected by the heat we will provide a free ice pack with any chocolate order you can also purchase ice packs if necessary. But this will not guarantee your order will not be affected by the heat and as CNR Candy And Sweets have no control over how the postage companys stores parcels in post. we have a zero refund policy if parcels get damgaed in post due to hot weather.

 

CNR CANDY AND SWEETS MISTAKES: We always strive not to have any mistakes, but mistakes may happens please let us know as soon as you notice them (within 5 business days after receiving your order). Our friendly team will be happy to assist you and get the mistakes rectified.

CANCELLATIONS:

If for some reason customer need to cancel their order, please contact CNR Candy And Sweets  ASAP as long as your order has not been shipped CNR Candy And Sweets can give the customer a full refund, but if the order has been shipped CNR Candy And Sweets will need customer to return their products unopened, undamaged and seals still intact and CNR Candy And Sweets will be able to refund for the products once they are received but CNR Candy And Sweets  will not be able to refund shipping to the customer and the customer will have to pay for return shipping cost.

 CLAIMS PROCEDURES

If the customers parcel arrives damaged please take photos of the parcel how the customer received it and of the damaged goods and send them to CNR Candy And Sweets at robert@cnrcandyandsweets.com.au within 24hrs after receiving your parcel so we can lodge an investigation with the courier, CNR Candy And Sweets we will need these to process the Customer claim. CNR Candy And Sweets has the rights to refuse any claim if warranted and if these tasks are not met. If your product is damaged by heat we do not cover this for any reason as mentioned above.

INCORRECT SHIPPING ADDRESS OR NON-COLLECTION OF PACKAGE:

If the customer provides the wrong address when placing an order or if the postage/shipping company leaves a calling card that is not responded to, the following shall apply:

  • If the order is returned to CNR Candy And Sweets in good condition: customer will be responsible for full cost of shipping and will get a refund for the products ordered minis the shipping cost.
  • If the package is not returned as it was sent to the wrong address entered by the customer the order will not be refunded.
  • If the package is returned to CNR Candy And Sweets damaged we will make a claim with the courier and any costs that get recovered will be refunded to the customer(if no costs are recovered than there will be no refund) minis the postage cost which is to be paid by the customer.

INCORRECTLY ORDERED ITEMS:

We have a 30 days money back satisfaction guarantee (not included in the 30 day money back guarantee is any product that is sold as a clearance short date/past best before date mentioned in title or products affected by heat) for all other items you have a 30 day money money back guarantee, you will need to pay for return postage and the item must be unopened, not damaged and all seals intact. The refund does not include the shipping price or the return shipping.

HOT WEATHER ISSUES

In the event of hot weather damaging the product, CNR Candy And Sweets does not give refunds for any occasion, please be mindful when placing your orders on how far it must travel from Queensland, Sunshine Coast to your destination and the weather it is travelling in. We will do our best to keep your product from being affected by the weather if you order a chocolate line we will include a free icepack and extra padding where possible, if you are unsure we can give you advice but if our product is affected by the weather their will be no refunds.

DELIVERY TIMING ISSUES:

Orders are posted ASAP after receiving your orders please be mindful their can be delays with the postal services if you need your order by a certain day, please contact CNR Candy And Sweets and I might be able to send your order by express Post, if that is the case their will be an extra charge to change it to express post which will be charged to the customer. Otherwise, all orders are sent by regular post.

SPECIAL ORDERS

We cannot unfortunately accept returns on special orders that are ordered for a customer as these products are not part of our range and will need to be made or special order for the customer.

MISSING ITEMS

In the event that an order is received and there is a discrepancy as to a missing item, a claim must be submitted within two business days of physical receipt as determined b the postal tracking we will compare items ordered as well as physical weight of the package and issue a refund accordingly

REFUSAL OF A PACKAGE

If parcels are refused, original and shipping costs will be charged to the purchaser’s original form of payment, what is left will be refunded to the customer.

DISPATCH AND DELIVERIES POLICY

All order will be dispatch same or next business day, their might be times due to technical difficulties that this might not happen, when these occurrences happen be assured we will post your order as soon as possible. We charge a flat rate of $10.00 per order no matter how much you order. All our parcels are sent by regular post by Australia Post or a Courier.