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Süss Candy Return & Refund Policy

1. Non-Returnable Food Products

• Due to safety and quality control regulations, we do not accept returns on food items once they have left our facility. This policy ensures the integrity of our candy and protects our customers from potential health concerns.

2. Replacement Eligibility

• Damaged During Shipping (Unopened Only): If you receive your order and the product is clearly damaged in transit but the heat seal on the bag remains intact, you may be eligible for a replacement.

• Proof of Damage: We require clear photos of the damaged item(s) showing both the intact heat seal and the damage to the product or packaging.

3. How to Request a Replacement

• Contact Us Promptly: Email our customer service team at julia@susscandy.com within 7 days of receiving your order. Include your order number, a detailed description of the issue, and relevant photos.

• Inspection & Approval: Once we review your photos and confirm the product was damaged in shipping while still sealed, we will authorize a replacement.

4. No Refunds

• Replacement Only: We do not issue monetary refunds under any circumstances. If your situation meets our replacement criteria, we will provide a new product free of charge.

• Shipping Costs: If applicable, we will cover the shipping fees for the replacement product.

5. Return Authorization

• Pre-Approval Required: If we require the damaged product to be returned for any reason, we will issue a Return Merchandise Authorization (RMA) number and provide further instructions.

• Unauthorized Returns: Items returned without prior authorization will not be accepted or replaced.

6. Additional Terms

• Timeline for Damage Claims: Claims for replacements must be made within 7 days of the recorded delivery date.

• Accuracy of Information: Please ensure the shipping address and contact details you provide at checkout are accurate. We are not responsible for damage or loss resulting from incorrect addresses.

7. Customer Service Support

• If you have questions or need assistance with a potential replacement claim, please reach out to us at julia@susscandy.com. We strive to address all inquiries promptly and courteously.

By purchasing from Süss Candy, you acknowledge and agree to the terms of this Return & Refund Policy. We appreciate your business and your understanding that our goal is to deliver the freshest candy possible under safe and reliable conditions.

Last Updated: 1/7/2024