Refund & Returns Policy

We want you to love your order from The Candy Vault

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Change of Mind

Due to the nature of our confectionery products and for food safety and hygiene reasons, we don't offer returns, exchanges or refunds simply because you've changed your mind. Please choose carefully before completing your order. Australian businesses aren't required to provide a refund simply because a customer changes their mind. However, this doesn't remove the customer's rights where a product fails to meet a consumer guarantee under Australian Consumer Law.

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Incorrect, Damaged or Faulty Orders

If we've made a mistake with your order, you've received the wrong product, or something arrives damaged or otherwise doesn't meet the consumer guarantees under Australian Consumer Law, please contact us.

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Please include your order number, a description of the issue and, where appropriate, photos showing the product and packaging so we can assess what has happened.

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Depending on the circumstances and your rights under Australian Consumer Law, the appropriate remedy may include a replacement or refund. For a major problem with a product, the consumer can generally choose between a refund and replacement.

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Heat-Damaged Products

We strongly recommend Express Shipping for heat-sensitive confectionery, particularly during warmer weather. While we take care when packing orders, we cannot control temperatures during transportation or after delivery. Please consider your local weather conditions before ordering heat-sensitive products and arrange for parcels to be collected promptly.

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Nothing in this policy excludes or limits any rights or remedies you may have under the Australian Consumer Law. Consumer guarantees apply to online purchases and cannot be removed by a store's refund policy.