Return Policy

Customer Satisfaction

At SUPERCANDY EXOTIC SNACKS LTD, our goal is to ensure that every customer is delighted with their purchase. We understand that sometimes returns are necessary, and we aim to make the process as smooth and straightforward as possible. Please review the following detailed return and refund policy to guide you through our procedures.

Eligibility for Returns

• Time Frame: To be eligible for a return, you must initiate the return process within 14 days from the date you receive your order. This allows you time to inspect your purchase and decide if it meets your expectations.
• Condition: Returned items must be in their original, unused condition. This includes all original packaging, tags, manuals, and accessories that came with the product. If an item is returned with missing parts or packaging, it may not be eligible for a full refund.
• Consumables: Due to health and safety regulations, consumable products, such as snacks and other food items, are not eligible for returns or exchanges. This policy ensures the safety and quality of products for all our customers.

Return Shipping Costs

• Customer Responsibility: Customers are responsible for the cost of return shipping unless the return is a result of an error on our part (e.g., sending the wrong item or a damaged product). In such cases, we will provide a prepaid return shipping label or reimbursement for the return shipping costs.
• Return Shipping Label: If you are eligible for a prepaid return shipping label, our customer service team will provide you with detailed instructions on how to use it.

Initiating a Return

To initiate a return, please follow these steps:

1. Contact Us: Email our customer service team at support@supercandy.ca. Include your order number, the product you wish to return, and a brief explanation for the return.
2. Return Instructions: Our customer service team will respond with instructions on how to return the item. This will include the return address, packaging requirements, and any necessary documentation.
3. Packaging: Ensure that the item is packed securely to prevent damage during transit. Use the original packaging if possible, and include all accessories and documentation.

Refunds and Exchanges

• Processing Time: Once we receive the returned item, we will inspect it to confirm it meets our return policy requirements. Refunds will be processed within 7-10 business days of receiving the returned item. Refunds will be issued to the original payment method used for the purchase.
• Partial Refunds: If an item is returned in less than its original condition or without original packaging, a partial refund may be issued. The amount of the partial refund will be determined based on the condition of the returned item.
• Exchanges: If you wish to exchange an item for a different size, colour, or product, please contact our customer service team. Exchanges are subject to product availability and may require additional payment if there is a price difference. We will guide you through the exchange process, which may involve returning the original item and placing a new order.

Return Policy Compliance

• Management Discretion: All returns and exchanges are subject to management's discretion and are determined on a case-by-case basis. We reserve the right to refuse returns or exchanges that do not comply with our policy requirements or that are not returned according to the provided instructions. If a return or exchange request is refused, the item will be returned to you at your expense. We will notify you of any issues with your return or exchange and provide instructions for retrieving the item.

Refund Exceptions

• Final Sale Items: Items marked as "final sale" or "clearance" are not eligible for returns or exchanges.
• Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately. We will arrange for a replacement or refund as appropriate.

Contact Us

If you have any questions or need assistance regarding our returns and refunds policy, please do not hesitate to reach out to our customer service team at support@supercandy.ca. We are here to help ensure that your experience with SUPERCANDY EXOTIC SNACKS LTD is positive and satisfactory.

Thank you for choosing SUPERCANDY EXOTIC SNACKS LTD. We value your business and look forward to serving you again.