Our returns policy is here to help you identify what your issue is and what the correct process is to get it resolved quickly.
All return/refund requests must be made to firstname.lastname@example.org within 5 business days of receipt of your order (determined by postal tracking) to be authorised by our team before any product is to be returned. We cannot process any refunds for products returned without an approval. Due to health regulations, any food products must be unused, unopened and have packaging or seals intact.
Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition.
Please send your pre-approved returns to the following address (no refunds for products returned without prior approval):
53 View St, Nth Perth, WA 6006
Food products cannot be returned unless unopened.
If Personalised orders have not already been produced a refund is applicable less $25 cancellation fee to cover administration costs. Pre-Made order refunds will attract $15 administration cost and the merchant fee and PayPal fee, refunds applicable if the order has not been despatched.
In the event a claim is made on item/s received that are damaged in transit, Roc Candy will request photos of the damaged items. Any refunds applicable will apply to those items that are shown as damaged in the photos received. Roc Candy reserves the right to refuse claims where we deem necessary.
INCORRECT SHIPPING ADDRESS OR NON COLLECTION OF PACKAGE:
If the customer provides the wrong address when placing an order or if the Postage/Shipping company leaves a calling card that is not responded to, the following shall apply:
- If the order is returned to Roc Candy in good condition: Customer will be responsible for the full cost of re-shipping.
- If the package is returned to Roc Candy but the contents are damaged or if the package is lost: No refund will apply.
INCORRECTLY ORDERED ITEMS:
In order for credit to be received for incorrectly ordered items, the product must be returned, at purchaser’s expense, to our return address listed above, and must be in the same condition as it was received.
Merchandise must be returned, at purchaser's expense, in the same condition as it was received and it is up to the purchaser to choose a return delivery method that best suits their needs.
Please note that on orders caused by customer error, we are unable to issue credit for shipping in either direction.