Refund policy
We sell food. Most of what we sell is therefore exempt from the statutory right of withdrawal. Please read this section before you order, so there are no surprises either way.
The statutory right
If you are a consumer in the EU or EEA, you have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. Certain goods are exempt from that right by law. Most of our range falls within those exemptions.
What is exempt
The right of withdrawal does not apply to:
- Loose candy sold by weight. Pick-n-mix and anything weighed and bagged for your order. Food that can deteriorate or pass its date, and made up to your specification.
- Anything you compose yourself. Create Your Own platters, bags and snackle boxes, Candy Letters, Candy Numbers, Candy Shapes, hand-packed trays and custom mixes. These are made to your specification and cannot be resold.
- Any item whose packaging you have opened. Food in a sealed package cannot be returned for health and hygiene reasons once the seal is broken.
What is not exempt
A sealed, unopened manufacturer's package with a remaining best-before date may be returned under the right of withdrawal within 14 days.
How to withdraw
Tell us within 14 days of receiving the goods. Email info@swedishcandyland.com with your order number. You may use the Swedish Consumer Agency's standard withdrawal form, but you do not have to.
You then have 14 days from telling us to return the goods.
- You pay the return shipping.
- We refund the standard delivery cost you paid, not the cost of an express or upgraded service.
- We may deduct an amount corresponding to any reduction in value if you have handled the goods more than was necessary to establish their nature and characteristics. In practice: you may open the outer parcel and look at the product. You may not open the product packaging, and you may not eat any of it.
We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever comes first, using the same payment method you used.
Faults, damage and wrong items — always covered
This is separate from the right of withdrawal and applies to everything we sell, including loose candy and anything made to order.
Under the Swedish Consumer Sales Act you may complain about a fault for up to three years, provided you do so within a reasonable time of discovering it. Two months is always reasonable. For food the right is naturally bounded by the best-before date.
If an order arrives damaged, spoiled, incomplete or simply wrong, email us with a photo. We will replace it or refund you, and we pay the return shipping.
Melting
Chocolate and some sweets soften or change shape in transit in warm weather. We pack with that in mind, but we cannot control the temperature where you live. A changed shape is not in itself a fault. A product that arrives genuinely spoiled is a fault, and we will put it right.
Customers outside the EU and EEA
The right of withdrawal above is a European statutory right and does not apply outside the EU and EEA. For customers elsewhere we accept returns only where the goods are faulty, damaged, incomplete or incorrect — which we always put right, wherever you are.
If we cannot agree
You can have the matter reviewed free of charge by the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, www.arn.se. We follow ARN's recommendations. If you live in another EU country, the European Consumer Centre in your country can help.
