At candy crush, we take great care to satisfy our customers and ship a quality product.
Refund policy for all e-commerce orders
1 : For health concerns please understand that we cannot refund any food products or customized items. However, if it is clear that Candy Crush.lk was responsible for incorrectly delivering an order, or non- edible, we will take full responsibility by replacing your shipment with the correct item, using the fastest shipping available at the time or by issuing a credit to whichever payment form was used for the initial order.
All incorrect orders must be reported to:
2: Any non-edible items must have their original tags and be in an unused condition without damage in order to be returned and for a refund to be processed in the manner in which you originally paid. For items that shipped for free, our shipping cost will be deducted from your refunds. Refunds will not include shipping charges. All request for a refund must be made within 3 days of receipt of an order and our subjected to the prior approval of customer service. Please send your pre-approval items to the following address: (no refunds for the products returned without prior approvals).
Candy Crush (L4-51)
One Galle Face Mall
No 1A, Centre rd, Galle face, Colombo-02
3: If returning non-edible goods, please e-mail: [email protected] for approval to replace goods or process a refund. Please indicate the order number, product name and reason for your return. Further, we will do our best to process the exchange (for non-edible goods) within 7-10 business days based upon inventory availability. Should a replacement product no longer be available, Candy Crush.lk will contact you and offer any available alternatives.
4 : We do recognize that sometimes
Products get damaged en-route. Should this happen, please submit any and all claims directly to the relevant courier. Should you require an immediate replacement of your order, please call us at +94777209858 or e-mail us at [email protected] and we will do our best to accommodate your request. Please note, any replacement, as well as new shipping charges, will be at customer’s expense.
5 : A refusal of the package without any valid reason, original and return shipping costs will be charged to your original form of payment. Shipping costs are nonrefundable.
6 : Incorrect shipping address: if a customer provides us with an incorrect shipping address the following will apply
- If we receive the order back in original condition, the customer will be responsible for all shipping cost and a 20% restocking fee.
- If the package is returned with damages or package is lost, the customer will be responsible for the full amount of the original charges.
7: Hot weather issues
We cannot be held responsible for heat-sensitive items (which might melt en-route) if it is warm in your area stay away from purchasing heat-sensitive items.
Change of colour due to extreme humidity may make outer surface ex: chocolates appear slightly whitish spots but will not effect and it is suitable for consumption. In products like dates if there is extreme heat some insects might show up. If you are unsure about a product and if you have any concerns or specific requirements and queries please contact us before you place your order as we do not refund for any of the above reasons.
8: Missing items
Upon receipt of your order, if you find a discrepancy as to a missing item, a claim must be submitted to [email protected] within two days of receipt. We will examine our shipping records to compare items ordered with the physical weight of the package. After determining if the package was damaged en-route or if it was shipped shortly the item, we will either issue a store credit/ refund or re-ship accordingly.
Colours may also look different from one screen to the other.
10: Brand variance
Different brands of candy like gummies, toffees, caramels etc. vary in consistency, texture, firmness etc. So the Same type of candies made by different brands will not always taste the same (ex: European – Brand gummies tend to be harder than American gummies) we appreciate your understanding on this matter and we always try to accommodate our customers as much as possible. So please take the time to carefully review your orders before completing the order.
* Level: 4-51, One Galle Face Mall, No. 1A Centre Road, Colombo-02, Sri Lanka
11: Even after an order is completed by the customer, though the website show’s any item which is available, might be out of stock when dispatching the goods, so please note that any out of stock items can be arranged for an alternative item for the paid amount or can be done an online money transfer ( refund )