Refund Policy and Exchange Policy


Consumer guarantees

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Candy Bar Sydney. In accordance with Australian Consumer Law, if the item has a major failure, you may reject the item and seek a refund or exchange, or you may keep the item and seek compensation for any drop in the value of the product.

Where a warranty claim is granted any refund will include all delivery and related costs for the product. Where a non warranty claim is granted any refund will be for the cost of the goods only and will exclude all related costs. No refund or replacement will be given until we have received the product from you.

Returns Policy for retail and trade customers:

1. Refunds for faulty or incorrect items

1.1 If we send you the incorrect product.

If the product we have sent to you is completely incorrect and not a close substitute, we will either refund you for the value of the originally ordered item, or send you a replacement, depending on the value of the good and the cost of sending it to you.

1.2 If we send you a faulty product.

If a product is shipped to you in faulty condition and is deemed to be the responsibility of Candy Bar Sydney. We will either refund you for the value of the good, or send you a replacement, depending on the value of the item and the cost of shipping to your location. Faulty condition must be proven by the customer, or third party inspection may be required. 

2. Damaged during shipment

Parcels sent via discount courier service Fastway, require inspection before acceptance. If you are unable to inspect your parcel at the time of shipment, we suggest you choose 'Our Choice of Courier', which provides full insurance, for up to 30 days. 

2.1 Fastway Courier - Free Insurance - return to sender policy
Even if you choose to send your parcel with discount courier service, Fastway, you may still be eligible for full insurance.
If your parcel is sent with Fastway and you receive goods that are damaged as a result of mishandling by the Fastway Couriers, you must not sign for acceptance from the courier. If you do not sign with the courier, you can have the goods returned to sender and a complete replacement order resent immediately. 
2.2 Fastway Couriers - ATL or Neglect to check policy
If you sign to accept damaged goods delivered by Fastway Courier, or waive your right to check the parcel before accepting responsibility for it, we may not be able to refund or replace your items, unless you have paid for delivery insurance. However, you are still able to return any faulty or incorrect products. 
2.3 Auspost / eParcel - PO Boxes
Parcels sent with eParcel, have no automatic delivery insurance. If you choose to send with eParcel and your parcel is lost or damaged, and you haven't selected 'Delivery Insurance', you will not be able to claim a refund or replacement for your order. 

3. Delivery Insurance:

If you have selected to add delivery insurance to your order and you receive goods that are damaged as a result of courier mishandling, you can request a refund or replacement. If you have not selected delivery insurance at the time of checkout, you cannot add it once your shipment has been sent. 

Returns time frames

1. Non perishable items can be exchanged within 30 days.

2. Perishable products that have not been opened and are in saleable condition, can be exchanged for up to 30 days. Goods that are out of date, can not be returned.

3. Perishable products that have been opened, can not be returned.

4. Damaged products, or products not in saleable condition, can not be returned.

Returns procedure

To make a claim, the item(s) must be returned to our service desk at the Candy Bar Sydney warehouse. Any cost of returning the items to the service desk, will be borne by you.

If you'd like to return the products in person, please speak with customer service at front desk.

If items are to be shipped to warehouse, please print the following label and attach to carefully packed carton. Any products damaged during shipping, will not be refunded or returned. Label Template

Our contact details can be found on the contact us page, located here

All returns and exchange enquiries are dealt within, within 7 days.

Sale or On Special Products

No exchange or refund will be given for sale or on-special products. If a product is exchanged the cost of shipping is paid by the customer.