Return & Refund Policy
Last updated: 2026-05-22
This B2B return and refund policy applies to all orders placed through CandyPro. Please review carefully before placing an order.
Return Conditions
Due to the made-to-order nature of confectionery products, returns are only accepted under the following circumstances: (a) Significant manufacturing defects that affect product safety or essential quality; (b) Wrong product specifications compared to the agreed contract; (c) Goods damaged during transit where shipping was arranged by CandyPro. All quality issues must be reported within 7 days of receipt.
Return Timeframe
Return requests must be submitted in writing within 7 calendar days from the date the shipment is delivered. Returned goods must be shipped within 14 days after return authorization. Requests made after 7 days will not be accepted without exceptional circumstances.
Return Process
(1) Notify your account team with photographs and detailed descriptions of the issue; (2) Our quality team will review the claim and may request samples or additional documentation; (3) Upon approval, we will issue a Return Material Authorization (RMA) number and shipping instructions; (4) Returns without RMA are not accepted. Goods should be returned in original packaging and in resalable condition where possible.
Refund Method
Upon receipt and inspection, refunds may be issued as: (a) Replacement or re-manufacture of defective goods (at our discretion); (b) Credit note for future orders; (c) Monetary refund to the original method of payment, typically processed within 30 days. Refund method is determined on a case-by-case basis. Cash refunds may not be available for accounts with trade credit.
Exceptions
The following are not returnable: (a) Custom-formulated products with customer-specific formulations, branding, or packaging unless defective; (b) Products that have been opened or partially consumed after delivery; (c) Products incorrectly stored by the buyer; (d) Perishable goods that have expired due to transit time or buyer-controlled delays.
Return Shipping
For approved returns due to CandyPro error (defect, wrong specification), we will arrange and pay for return shipping. For all other approved returns, the buyer bears the return shipping costs. A trackable shipping method is recommended for all returns.