Refund policy
At Yummy Gummies Candy Shop, customer satisfaction and product quality are very important to us. Because our products are food items intended for human consumption, we follow applicable food-safety requirements and the policies of the sales platforms through which our products are sold.
Please review the following policy before placing your order.
1. Order Cancellations
Customers may request cancellation of an order before the order has been shipped.
To request a cancellation, please contact us as soon as possible at:
Please include your order number and the reason for your cancellation request.
Once an order has been shipped, we may be unable to cancel the order. Any refund request after shipment will be handled in accordance with the applicable TikTok Shop, Shopify, and other platform policies.
2. Returns of Food Products
Because gummies and other candy products are food items intended for human consumption, food products are generally non-returnable due to food-safety and hygiene considerations.
For this reason, we do not accept ordinary returns of gummies simply because a customer changes their mind, no longer wants the product, or ordered the wrong flavor, variety, or quantity.
This policy does not affect a customer’s rights when an order arrives damaged, defective, incorrect, incomplete, or materially different from what was advertised or ordered.
3. Custom Pick & Mix Orders
Custom Pick & Mix orders are prepared according to the customer’s specific selections and requirements.
Because these products are individually prepared for the customer and are food products, custom Pick & Mix orders are not eligible for ordinary returns or refunds due to a change of mind or incorrect customer selection.
However, customers may still be eligible for a refund or other appropriate resolution if the order arrives damaged, defective, incorrect, incomplete, or materially different from what was ordered.
4. When a Refund or Resolution May Be Available
A customer may request a refund or other appropriate resolution if:
- The order arrives damaged.
- The product is defective or otherwise not suitable for consumption due to a product-related issue.
- The customer receives the wrong product.
- An item is missing from the order.
- The product is materially different from the product described or shown in the listing.
- The order is incomplete.
- Another circumstance occurs that qualifies for a refund or other resolution under the applicable sales-platform policy or applicable law.
Refund requests may require photographs, videos, order information, packaging, or other evidence to evaluate the claim.
5. Warm-Weather Shipping & Melting
Gummies and other candy products may soften, stick together, or melt when exposed to elevated temperatures during shipping or after delivery.
Yummy Gummies Candy Shop is not responsible for melting, softening, sticking, or changes in texture caused solely by weather conditions, elevated temperatures, carrier delays, or exposure to heat after the order has been shipped, except where otherwise required by applicable law or sales-platform policy.
To help protect orders during warm-weather conditions, ice packs are available as an optional shipping upgrade for eligible orders.
Customers are responsible for selecting the available ice-pack option when desired. Please understand that an ice pack can help reduce the effects of heat but cannot guarantee that candy will remain completely unaffected by high temperatures during transit.
Melting, softening, sticking, or changes in texture resulting solely from exposure to heat or weather conditions do not qualify for a refund or replacement, except where otherwise required by applicable law or applicable TikTok Shop or marketplace policies.
6. Damaged, Incorrect, or Defective Orders
If your order arrives damaged, incorrect, defective, or incomplete, please contact us as soon as possible through the applicable sales platform.
Please provide clear photographs or video showing:
- The product received;
- The condition of the product;
- The inside and outside packaging;
- The shipping label;
- Any visible damage;
- Any missing or incorrect items; and
- Any other information necessary to document the issue.
- Please keep all original internal and external packaging, shipping materials, and your physical invoice or packing documentation until your claim has been resolved.
Photographic or video evidence may be required to assist us and the applicable sales platform in reviewing your claim.
7. Products That Are Not Eligible for Ordinary Returns
The following products are not eligible for ordinary returns due to a change of mind or customer preference:
- Custom Pick & Mix orders;
- Personalized products;
- Pre-prepared Pick & Mix products;
- Opened or unsealed food products;
- Products that have been consumed or partially consumed;
- Products returned in a condition different from the condition in which they were sold;
- Products that have been mixed with other products after delivery in a manner that prevents them from being returned in their original condition; and
- Products that have been damaged, deteriorated, or otherwise altered after delivery due to circumstances outside our control.
This does not prevent a customer from requesting a refund or other appropriate resolution when required under applicable law or an applicable marketplace policy.
8. Sale and Promotional Products
Sale, clearance, promotional, or discounted products are subject to the same product-quality and food-safety protections described in this policy.
A discounted product may still qualify for a refund or other appropriate resolution if it arrives damaged, defective, incorrect, incomplete, or otherwise qualifies under applicable law or the applicable sales-platform policy.
9. Returning Goods
Because our products are food items, ordinary returns of gummies and other food products are generally not accepted.
When a return is specifically authorized by Yummy Gummies Candy Shop or required by an applicable sales-platform policy, we will provide the customer with the appropriate return instructions.
Unless otherwise stated or required by applicable law or platform policy, the customer is responsible for the cost of an authorized return that is not related to a product defect, damage, incorrect shipment, or other issue for which the seller is responsible.
Yummy Gummies Candy Shop is not responsible for products that are damaged, lost, or stolen while being returned to us when the customer is responsible for arranging the return shipment.
When a return is authorized, we strongly recommend using a tracked shipping service and retaining proof of shipment.
10. Refund Processing
Refund requests submitted through TikTok Shop, Shopify, or another marketplace may be subject to that platform’s review procedures, eligibility requirements, and timelines.
Depending on the circumstances, the applicable platform or Yummy Gummies Candy Shop may approve a refund, replacement, or another appropriate resolution.
Because food products are generally non-returnable, a customer may, where applicable, receive a refund without returning the food product.
Approved refunds will generally be issued to the original payment method used for the purchase.
Once a refund has been approved, the time required for the funds to appear in the customer’s account may vary depending on the customer’s bank, credit-card issuer, or payment provider.
11. Food Safety
For your safety, please do not consume any product that appears to be contaminated, spoiled, improperly sealed, or otherwise unsafe.
If you believe you have received a product with a food-safety concern, please stop using the product and contact us immediately through the applicable sales platform.
Please retain the product and its packaging until we provide further instructions, as photographs or other information may be necessary to investigate the issue.
12. Customer Responsibility
Customers are responsible for providing an accurate and complete shipping address and for promptly retrieving packages after delivery.
We recommend that customers monitor their tracking information and arrange for packages to be received promptly, particularly during periods of elevated temperatures.
Yummy Gummies Candy Shop cannot guarantee the condition of temperature-sensitive candy when a package is left outside, in a mailbox, vehicle, porch, or other location exposed to heat after delivery.
13. Policy Compliance
This policy is intended to work alongside the applicable policies of TikTok Shop, Shopify, payment providers, and other marketplaces through which Yummy Gummies Candy Shop sells its products.
If an applicable platform policy or law provides a customer with a right or remedy that differs from this policy, the applicable law or platform policy will control.
14. Contact Us
For questions regarding cancellations, damaged orders, incorrect orders, or other product concerns, please contact us at:
Yummy Gummies Candy Shop
Email: ygcandyshoop@gmail.com
Please include your order number whenever contacting us about a specific order.