Refund policy
FREEZE MY CANDY – Return & Refund Policy
Because our products are food-based and perishable, we generally do not accept returns or exchanges, and we do not offer refunds for change of mind.
This policy operates in addition to your rights under Australian Consumer Law (ACL).
Change of mind / incorrect selection
We do not offer refunds, returns or exchanges for:
- change of mind
- incorrect product selection
- taste preferences
- sale items
- gift cards
Please ensure you have selected the correct products before placing your order.
Damages in transit
Our products are packaged with a high level of care. However, due to the fragile nature of freeze-dried candy and chocolate products, minor damage during shipping may occur (e.g. small cracks, chips, or breakage).
Minor cosmetic damage does not affect the product’s quality, freshness, flavour or safety, and is not eligible for a refund or replacement.
Incorrect items / major damage
If your order arrives:
- missing items,
- incorrect items, or;
- is significantly damaged,
please contact us and we will make it right.
To help us resolve this quickly, please contact us within 48 hours of delivery and include:
- your order number, and
- clear photos of the product(s) and packaging.
Where appropriate, we may offer a replacement, store credit, or refund.
Lost or stolen parcels
If your tracking shows “Delivered” but you have not received your parcel, please first check:
- your mailbox / safe place,
- around your property, and;
- with neighbours or building reception.
If it still cannot be located, contact us and we will assist you in lodging an enquiry with our carrier, Australia Post. Please note that we cannot guarantee replacements or refunds for parcels marked as delivered.
Refunds (where required by law)
Refunds will only be provided where required under Australian Consumer Law.
Contact us
If you have any questions about this policy or need help with an order, please contact us via our website chat or Contact page and include your order number.