1. General Return Terms
You have up to 14 days after receipt to return (part of) your order.
A return must always be registered in advance in writing via email at julie@candyville.be. Please include your order number and the items you wish to return.
Return shipping costs are always at your own expense and are not reimbursed by Candyville.
Always retain the track & trace code of your return shipment. Without proof of postage, we cannot accept a return.
Products must be:
Unopened (opened items cannot be refunded).
Stored under the proper conditions: between 10°C and 22°C, dry, and protected from direct sunlight.
2. Exceptions
Returns are not accepted if the correct item was delivered as ordered.
3. Return Reimbursements
When you return a portion of your order, you will receive a refund only for the purchase price of the returned items.
When you return your entire order, you will receive a refund for the purchase price as well as the initial shipping costs. (Please note: return shipping costs themselves are never reimbursed).
4. Inquiries and Damages
In the event of breakage or damage:
Please send an email within 2 days of receipt to julie@candyville.be with clear photographs and the weight in kilograms.
This allows us to file a formal claim with Bpost.
In the event of inquiries regarding a product, damage, or an incorrect delivery:
Please always retain the product.
We may kindly request that the product be returned for inspection or replacement.
5. Product Replacements
Replacements are dispatched only once the returned items have been received.
A return shipping label can, if necessary, be requested via julie@candyville.be. (Unless otherwise mutually agreed).
