Refund policy
Refund & Returns Policy
Last updated: 5 September 2026
We want every order from The Candy Closet UK to arrive as expected. This policy explains what happens if there is a problem with your order, if you receive the wrong item, or if you change your mind.
Your statutory rights
Nothing in this policy affects your legal rights. If an item is faulty, damaged, not as described, or not fit for purpose, you may be entitled to a refund, replacement or other remedy under UK consumer law.
Damaged, faulty or incorrect orders
Please contact us as soon as reasonably possible at thecandyclosetuk@gmail.com with your order number and details of the problem. Photographs of the item and packaging can help us investigate quickly.
If we confirm that an item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy. This may include a replacement or refund. Where a return is reasonably required because of our error or a fault, we will cover the reasonable return cost.
Changing your mind
For eligible non-personalised goods bought online, you may have a legal right to cancel within 14 days of receiving your order. If you wish to cancel, please email thecandyclosetuk@gmail.com within that period.
If the goods are eligible for return, they must be returned within 14 days after you tell us you are cancelling. Unless the item is faulty or we made an error, you are responsible for the cost of returning it.
Food, opened products and personalised orders
Some goods are excluded from change-of-mind cancellation rights under UK law. This can include goods that are made to your specification or clearly personalised, goods that deteriorate or expire rapidly, and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
Because we sell food, we cannot accept a change-of-mind return where a legal exception applies. In particular, opened food products cannot be resold. Build Your Own mixes, bespoke party orders and other products prepared to an individual customer’s specification may also fall within the customised-goods exception.
If you are unsure whether your order is eligible for cancellation or return, please contact us before sending anything back.
Cancelling before dispatch
If you contact us before your order has been dispatched or prepared for collection, we will do our best to cancel it. Where the order has already been prepared as a bespoke or personalised product, cancellation rights may be limited by law.
Refunds
Where a refund is due, it will be made to the original payment method. For eligible change-of-mind cancellations, we will refund the amount required by law, including the standard outbound delivery charge where applicable. Any extra amount paid for an upgraded delivery service is not refundable beyond the standard delivery amount unless required by law.
Refunds will be processed without undue delay and within the time limits required by law. Your bank or payment provider may take additional time to show the refund in your account.
Contact
Email: thecandyclosetuk@gmail.com
Please include your order number so we can help you as quickly as possible.