Returns & Refunds Policy

At OSBR Candy, we are committed to ensuring that every order arrives in excellent condition and meets the highest standards of quality. Due to the nature of our products, certain return policies apply. Please review the details below:

Perishable Goods

As we sell perishable food items, we are generally unable to accept returns once products have been delivered. This is to ensure the safety, hygiene, and quality of all confectionery items.

Incorrect or Damaged Items

If you receive an item that is damaged, incorrect, or defective, please notify us within 48 hours of delivery.
We kindly ask that you provide:

• A clear photo of the item(s) received
• A photo of the packaging, including the shipping label
• Your order number

Once verified, we will offer one of the following resolutions:

• A replacement item
• A refund for the affected product(s)
• Store credit

We aim to resolve all issues promptly and professionally.

Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.
Once your order has been prepared for shipment, it can no longer be cancelled due to the perishable nature of our products.

Change of Mind

Unfortunately, we cannot offer returns or refunds for products where a customer simply changes their mind, as all items are food-based and must meet strict safety guidelines.

Missing or Delayed Orders

If your parcel is delayed, missing, or shows no movement on tracking after a reasonable timeframe, please contact our support team. We will liaise with the courier to resolve the issue quickly and provide the appropriate next steps.

Customer Support

If you have any questions regarding returns or need assistance with an order issue, please reach out to us. Our team is always here to help ensure a smooth and satisfactory shopping experience.