Refund policy

Cooling-off period and cancellation

You may cancel your online purchase without giving a reason until 14 days after the day on which you, or a third party nominated by you other than the carrier, receive the goods. For an order delivered in separate parts, the period starts after receipt of the last item. The statutory exceptions below apply.

Send a clear cancellation statement to hello@candymixmatch.com or through our contact form. Please include your name and order number if possible. The model form below is available but optional. You do not need to wait for our approval to cancel within the time limit.

Returning goods and costs

Send the goods back no later than 14 days after notifying us of cancellation to: Candy Mix en Match, Returns, Lutuliweg 13, 8161 DN Epe, Netherlands. Keep proof of posting. Risk during return transit is governed by applicable law; mandatory consumer rights remain unaffected.

You pay the direct return postage costs when exercising your cancellation right. Returns are not free. You may choose a suitable carrier; the charge depends on the carrier, destination and parcel. If goods are incorrect or faulty, we reimburse necessary, reasonable return costs or arrange a solution at no cost to you.

Pack the goods carefully, preferably in the original packaging. Do not handle them beyond what is necessary to establish their nature and characteristics. You may be liable for diminished value caused by further use, opening or damage beyond what is necessary for that assessment. Losing the original shipping box does not automatically end your cancellation right.

Food and bespoke goods: exceptions

The cancellation right does not apply to goods liable to deteriorate or expire rapidly where the statutory exception applies. Food is not excluded as a whole category.

For goods unsuitable for return for health protection or hygiene reasons, the sealed-goods exception applies only if they were actually supplied sealed, you were informed before purchase that unsealing would end the cancellation right, and you break that seal after delivery. Opening only the shipping box is not sufficient.

A mix selected from our standard range is not excluded from cancellation merely because you chose its combination. Only goods genuinely made to individual specifications or clearly personalised may qualify for the statutory bespoke-goods exception; any applicable exclusion is stated before purchase. Rights concerning incorrect or faulty goods remain unaffected.

Refunds

We refund you within 14 days of your cancellation notice, using the original payment method unless you agree to another method at no cost. We may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever happens first.

For cancellation of the entire order, we also refund standard outbound delivery costs, but not the extra cost of a more expensive delivery method you selected. For a partial return, we refund the returned goods; original delivery costs are generally not refunded. We explain any lawful deduction for diminished value.

Incorrect, damaged or faulty goods

Contact us as soon as possible with your order number and photographs where possible. Do not discard the goods before agreeing this with us, unless keeping them would be unsafe. A request to report promptly does not limit your statutory rights.

Model cancellation form

To: Candy Mix en Match, Lutuliweg 13, 8161 DN Epe, Netherlands, hello@candymixmatch.com.
I/We hereby give notice that I/we cancel the contract for the following goods: …
Ordered on / received on: …
Name of consumer(s): …
Address of consumer(s): …
Order number (optional): …
Date: …
Signature (only if this form is submitted on paper): …