CANDY HIVE
RETURN & REFUND POLICY
Last Updated: 8 September 2026
Thank you for shopping with Candy Hive.
We want you to be happy with your purchase. If there is a problem with your order, or if you wish to exercise an applicable right to cancel, this policy explains how cancellations, returns and refunds are handled.
The following terms apply to products purchased directly from Candy Hive through our website.
Nothing in this Return & Refund Policy affects or limits your statutory rights under applicable UK consumer law.
1. INTERPRETATION AND DEFINITIONS
Interpretation
Words with an initial capital letter have the meanings defined below.
The definitions have the same meaning whether they appear in singular or plural.
Definitions
For the purposes of this Return & Refund Policy:
Company, We, Us or Our means Candy Hive.
Goods means the products offered for sale by Candy Hive.
Order means a request made by You to purchase Goods from Us.
Service means the Candy Hive website and online shopping service.
Website means Candy Hive, accessible at www.candyhive.co.uk.
You or Your means the individual purchasing or using the Service or, where applicable, an organisation on whose behalf that individual is acting.
2. CANCELLING AN ORDER
Before Your Order Has Been Dispatched
If You contact Us before Your Order has been processed or dispatched, We will make reasonable efforts to cancel it.
Please contact:
Email: info@candyhive.co.uk
Please include:
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Your full name
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Your Order number
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The email address used to place the Order
If the Order has already entered our fulfilment or dispatch process, We may be unable to stop it.
Where this happens, any applicable statutory cancellation and return rights remain available to You.
Your Online Order Cancellation Rights
Where a statutory cancellation right applies to the Goods purchased, You generally have 14 days after the day You receive the Goods to tell Us that You wish to cancel.
You do not need to give Us a reason for exercising an applicable statutory cancellation right.
If an Order contains multiple Goods delivered on different days, the applicable cancellation period will generally run from the receipt of the last relevant item, in accordance with applicable law.
To exercise Your cancellation right, You must clearly tell Us that You wish to cancel.
You can do this by emailing:
Please provide:
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Your full name
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Your Order number
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Your email address
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The Goods You wish to return
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A clear statement that You wish to cancel
3. RETURNING GOODS AFTER CANCELLATION
Where You validly exercise a statutory cancellation right, You must generally return the Goods to Us no later than 14 days after informing Us that You wish to cancel.
Please contact Us before returning any Goods so that We can provide the appropriate return instructions.
Goods should be appropriately packaged to prevent damage while being returned.
4. CONDITIONS FOR CHANGE-OF-MIND RETURNS
Where the statutory cancellation right applies, please ensure that:
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The Goods are returned within the applicable return period
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The Goods are appropriately packaged
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All relevant parts of the product are returned
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The Goods have not been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning
You may inspect eligible Goods in a way that would reasonably be permitted in a physical shop.
However, where excessive handling causes a reduction in value, We may be entitled to make an appropriate deduction from the refund where permitted by law.
5. FOOD, SWEETS AND CONFECTIONERY
Candy Hive specialises in food, sweets and confectionery.
For food safety, hygiene and product-integrity reasons, some products may not qualify for a statutory change-of-mind cancellation or return right.
The precise position depends on the type of product and its condition.
Nothing in this section affects Your rights where Goods are faulty, damaged, unsafe, incorrectly supplied or not as described.
6. GOODS THAT MAY BE EXCLUDED FROM CHANGE-OF-MIND RETURNS
Applicable consumer legislation provides exceptions to the statutory cancellation right for certain Goods.
Depending on the circumstances, these may include:
Personalised or Bespoke Goods
Goods made to Your specifications or clearly personalised.
This may include certain customised sweet selections, gift products or other Goods prepared specifically to Your instructions where the statutory exemption applies.
Goods That Deteriorate or Expire Rapidly
Goods which are liable to deteriorate or expire rapidly.
Sealed Health or Hygiene Goods
Sealed Goods that are not suitable for return for health-protection or hygiene reasons where they have been unsealed after delivery.
Goods Inseparably Mixed With Other Items
Goods which, after delivery and because of their nature, have become inseparably mixed with other items.
These exceptions will only be applied where the relevant legal conditions are met.
7. OPENED FOOD PRODUCTS
Due to the nature of food and confectionery products, We may be unable to resell certain Goods after they have been opened.
However, We will not rely on an opened-food restriction to remove any statutory rights You have where a product is:
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Faulty
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Unsafe
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Damaged when delivered
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Incorrectly supplied
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Not as described
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Otherwise not in conformity with Your statutory rights
8. FAULTY, DAMAGED OR MISDESCRIBED GOODS
Your rights regarding faulty, damaged or misdescribed Goods are separate from Your change-of-mind cancellation rights.
If Goods supplied by Candy Hive are:
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Faulty
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Damaged
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Not of satisfactory quality
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Not fit for their intended purpose where applicable
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Not as described
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Incorrectly supplied
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Otherwise fail to meet Your statutory rights
Please contact Us at:
Please provide Your Order number and details of the problem.
We will assess the matter and provide the remedy required under applicable UK consumer law.
9. DAMAGED PRODUCTS
If Your Order arrives damaged, please contact Us as soon as reasonably possible.
To help Us investigate the problem, We may reasonably ask You to provide:
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Your Order number
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A description of the problem
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Photographs of the affected product
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Photographs of the external packaging
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Photographs of the internal packaging
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A photograph of the delivery label where relevant
Please retain the affected Goods and packaging until We advise You whether they need to be returned.
10. INCORRECT GOODS
If You receive a product You did not order, please contact:
Please provide:
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Your Order number
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The product You ordered
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The product You received
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Photographs where reasonably requested
Where We have supplied the wrong Goods, We will provide an appropriate remedy in accordance with Your statutory rights.
11. MISSING ITEMS
If an item is missing from Your Order, please contact Us promptly at:
Please provide Your Order number and details of the missing product.
We will investigate the matter and provide an appropriate resolution.
12. PRODUCT QUALITY CONCERNS
If You believe that a food or confectionery product has a quality problem, please do not dispose of the product or packaging before contacting Us where reasonably possible.
Please provide:
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Your Order number
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Product name
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Description of the issue
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Photographs where appropriate
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Best-before or use-by information where relevant
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Batch or lot information where available
This information may be required so that We can investigate the issue with our supplier or manufacturer.
13. ALLERGEN OR INCORRECT PRODUCT INFORMATION CONCERNS
If You believe that You have received a product with incorrect ingredient, allergen or product information, please contact Us immediately at:
Please retain the packaging and provide photographs of:
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The product
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Ingredient information
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Allergen information
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Best-before or use-by date
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Batch or lot information where available
Food safety concerns are treated seriously.
14. EVIDENCE FOR REFUND OR REPLACEMENT REQUESTS
Depending on the nature of the problem, Candy Hive may reasonably ask for supporting evidence before determining the appropriate remedy.
This may include:
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Photographs
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Video
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Packaging
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Batch information
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Delivery information
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Return of the Goods
Any request for evidence will be reasonable and proportionate to the issue being investigated.
Requiring evidence does not remove Your statutory consumer rights.
15. REFUNDS FOLLOWING A VALID CANCELLATION
Where You validly exercise an applicable statutory right to cancel, We will make the reimbursement required by law.
Where Goods are being returned following cancellation, We may be entitled to withhold reimbursement until:
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We receive the Goods back; or
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You provide appropriate evidence that You have returned them
Whichever occurs first, where permitted by law.
The refund will ordinarily be made using the same payment method originally used for the Order unless otherwise agreed.
We will not charge You a fee simply for receiving a refund to which You are legally entitled.
16. REFUND TIMESCALE
Where a refund is due following a valid statutory cancellation, We will process the refund within the applicable statutory timeframe.
This will generally be no later than 14 days after We receive the returned Goods or appropriate evidence that You have sent them back, where the relevant rules permit Us to wait for their return.
Different refund rules may apply where Goods are faulty or another statutory remedy is being provided.
17. DELIVERY CHARGES
Where You validly cancel an entire eligible Order under Your statutory cancellation rights, We will refund the basic or standard outbound delivery charge where required by law.
If You selected a delivery method that costs more than our least expensive standard delivery option, We are generally not required to refund the additional premium delivery cost.
18. COST OF RETURNING CHANGE-OF-MIND GOODS
Where You return eligible Goods simply because You have changed Your mind, You may be responsible for the direct cost of returning the Goods, provided We have informed You of this requirement as required by law.
You are responsible for ensuring that the return is appropriately packaged.
We recommend obtaining proof of postage and using a suitable tracked service where appropriate.
19. RETURNING FAULTY OR INCORRECT GOODS
Where Goods are being returned because they are faulty, damaged, incorrect or otherwise do not conform to the contract, return costs will be handled in accordance with Your statutory rights.
Please contact Us before arranging a return.
We may provide:
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A prepaid return method
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A return label
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Alternative return instructions
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Another appropriate solution
20. RETURN ADDRESS
Please do not return Goods without contacting Candy Hive first.
Contact:
Email: info@candyhive.co.uk
Once the return has been authorised or confirmed, We will provide the correct return instructions and return address.
Our correspondence address is:
Candy Hive
Unit 1, Ground Floor, Tower Block
2–4 Darwin Close
Reading
RG2 0RB
United Kingdom
Please ensure that You follow the return instructions provided to You.
21. SALE AND DISCOUNTED PRODUCTS
Sale, promotional and discounted Goods are not excluded from statutory consumer rights simply because they were sold at a reduced price.
Where applicable, customers purchasing sale Goods have the same statutory rights concerning faulty, damaged, misdescribed or otherwise non-conforming Goods as customers purchasing full-priced Goods.
If a product has been reduced specifically because of a disclosed defect, Your rights may take that disclosed defect into account.
22. PROMOTIONAL CODES
Where an Order was purchased using a discount or promotional code, any refund due will ordinarily reflect the amount actually paid for the relevant Goods.
Promotional codes do not normally have a separate cash value.
Your statutory rights are not affected.
23. MULTI-BUY AND BUNDLE OFFERS
Where Goods were purchased as part of a bundle, multi-buy or promotional offer, any refund may be calculated by reference to the price actually paid and the terms of the promotion.
We will not use promotional calculations to deprive You of any refund or remedy required by law.
24. GIFTS
Where Goods were purchased as a gift, any monetary refund will ordinarily be made to the original purchaser using the original payment method.
If You received a Candy Hive product as a gift and there is a problem with it, please contact:
We will explain the options available depending on the circumstances and proof of purchase available.
25. PROOF OF PURCHASE
We may ask for reasonable proof that the Goods were purchased from Candy Hive.
Acceptable proof may include:
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Candy Hive Order confirmation
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Order number
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Receipt
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Relevant transaction information
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Other reasonable evidence of purchase
26. REFUNDS TO THE ORIGINAL PAYMENT METHOD
Refunds will normally be issued to the payment method used for the original purchase.
Once We have processed a refund, the time taken for it to appear in Your account may depend on Your bank, card provider or payment provider.
27. REFUND ABUSE AND FRAUD
Candy Hive reserves the right to investigate refund, replacement or return requests where We reasonably suspect:
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Fraud
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Deliberate misuse
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False claims
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Manipulated evidence
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Repeated abuse of our refund procedures
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Other dishonest activity
This does not affect legitimate statutory consumer rights.
28. OUR RIGHT TO INSPECT RETURNED GOODS
Where appropriate, We may inspect returned Goods before completing a refund, replacement or other remedy.
Inspection may include checking:
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The product
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Packaging
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Quantity
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Condition
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Batch information
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Nature of the reported issue
Any inspection will be carried out consistently with Your statutory rights.
29. ITEMS DAMAGED AFTER DELIVERY
We are not responsible for damage caused after delivery by:
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Misuse
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Improper storage
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Failure to follow applicable storage instructions
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Accidental damage by the customer
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Alteration of the Goods
This does not affect Your rights where the Goods were already faulty or non-conforming when supplied.
30. BEST-BEFORE DATES
Some confectionery products display a best-before date rather than a use-by date.
A best-before date generally relates to product quality rather than food safety.
If You have concerns about the date or quality of Goods supplied by Candy Hive, please contact:
Please provide the product and Order details.
31. STATUTORY CONSUMER RIGHTS
Nothing in this Return & Refund Policy is intended to exclude, restrict or replace rights available to You under applicable UK consumer legislation.
Goods supplied by Candy Hive must meet applicable statutory requirements, including requirements concerning quality, fitness for purpose and description where applicable.
Your legal rights may entitle You to remedies that are additional to those described in this policy.
32. CHANGES TO THIS POLICY
Candy Hive may update this Return & Refund Policy from time to time to reflect:
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Changes to our business
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Changes to our products
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Changes to our fulfilment procedures
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Changes to applicable law
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Regulatory guidance
The current version will be published on www.candyhive.co.uk.
Changes will not remove rights that arose under applicable law before the policy was updated.
33. CONTACT US
If You have any questions about cancellations, returns, refunds or an Order, please contact:
Email: info@candyhive.co.uk
Candy Hive
Unit 1, Ground Floor, Tower Block
2–4 Darwin Close
Reading
RG2 0RB
United Kingdom
Website: www.candyhive.co.uk
© 2026 Candy Hive. All rights reserved.
Return & Refund Policy – Last Updated 8 September 2026
