Refund policy
Return Period
In accordance with applicable European Union legislation, you have the right to request a return within 14 days from the date you receive your order, without providing any reason.
After this period has expired, it is no longer possible to exercise the right of return.
Conditions for Returns
To be eligible for a return, the product must:
- be unused and unopened
- be in the same condition as when received
- include the original packaging and all labels
- be returned with a receipt or proof of purchase
We reserve the right to refuse a return if the product does not meet these conditions.
Return Shipping Costs
The customer is responsible for return shipping costs.
The original shipping cost paid when placing the order is not refundable, unless the product is defective, damaged, or incorrectly delivered.
How to Request a Return
To initiate a return, please contact us at:
info@ohmycandybox.hr
If your return request is approved, we will send instructions on how and where to send your package.
Items returned without prior return authorization will not be accepted.
Damages and Issues
Please inspect your order immediately upon reception.
If the item is damaged, defective, or you received the wrong item, please contact us within 24 hours of delivery and provide:
- photos of the product
- photos of the packaging
- photos of the shipping package
Claims submitted without photographic evidence may be rejected.
Food Hygiene and Safety
For hygiene and safety reasons, food products cannot be returned after delivery if the packaging has been opened.
According to Article 16 of Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to goods that are liable to deteriorate rapidly or have a short shelf life.
Product Storage
We are not responsible for changes in product quality after delivery due to improper storage, including but not limited to:
- exposure to heat
- humidity
- improper handling
The customer is responsible for proper storage of products after delivery.
Non-Returnable Items
- perishable food products
- food products after opening
- personalized or specially ordered items
- products damaged by the customer
- gift cards
Sale items can only be returned in the case of defects or damage.
Exchanges
We do not offer direct exchanges.
The fastest way to ensure you get what you want is to:
- return the item you currently have (if it meets the return conditions)
- place a new order once the return is approved
Refunds
Once we receive and inspect your returned item, we will notify you whether the refund has been approved or rejected.
If approved, the refund will automatically be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
info@ohmycandybox.hr
Prevention of Abuse
We reserve the right to refuse returns or restrict future orders in cases where we suspect abuse of the return policy.
Shipping Conditions
Shipment Marked as Delivered
If the shipping carrier marks a shipment as delivered, we will consider the delivery completed.
In case of any issues, the customer must contact us so that we can initiate an investigation with the shipping carrier.
Incorrect Shipping Address
The customer is responsible for providing an accurate shipping address.
If a package is returned to the sender due to an incorrect or incomplete address, the customer will be responsible for the cost of reshipping.
Unclaimed Packages
If a package is not collected within the required timeframe and is returned to the sender, the customer will be responsible for the cost of reshipping.
Refusal of Delivery
If the customer refuses to accept a package without valid reason, we reserve the right to charge the shipping and return costs.
Special Provisions for Food Products
Product Appearance
The color, shape, or size of products may slightly differ from the images displayed on the website.
Breakage During Transport
Breakage or changes in the shape of a product during transport are not considered a defect if the product remains safe for consumption.
Heat and Temperature
During warm weather, chocolate may melt or product texture may change. This does not constitute a product defect.
Shelf Life
Products may have varying shelf lives depending on the manufacturer and import conditions. By purchasing, the customer accepts the expiration date indicated on the product.
Imported Products
Imported products may contain packaging or labeling in a foreign language.
Allergies and Ingredients
The customer is responsible for checking the ingredients before consumption.
We are not responsible for allergic reactions or health issues related to product consumption.
Product Changes
Manufacturers may occasionally change ingredients, packaging, or product appearance without prior notice.
Online Dispute Resolution (EU ODR Platform)
In accordance with EU Regulation No. 524/2013 on online dispute resolution, consumers may submit complaints via the European Commission’s platform:
