Warranty and complaints

Warranty

At MY Candy Store we strive to provide our customers with the ultimate candy experience, which is why we fully stand behind the quality of our products. We make every effort to deliver hygienic and food-safe treats. However, it could happen that something is wrong with your order. If you are ever dissatisfied with your purchase, we will be happy to resolve the problem, provided this is reasonably expected of us and the problem is reasonably attributable to us. Our dedicated customer service team is here to help.

Problems/complaints that are not attributable to us include:

  1. Taste preference: Individual taste differences may result in a customer not liking the candy. This is not a fault of MY Candy Store.

  2. Breaks in products: Despite careful packaging, sweets, lollipops, hard foods, chips, etc. can break during transport. These breaks do not affect the edibility and taste of the product.

  3. Color variations: Natural colorings and variations in manufacturing processes can lead to minor color variations in candies.

  4. Weather: Extreme temperatures during shipping can change the consistency of candy.

  5. Packaging Damage: Damage to the packaging during shipping, but no damage to the candy itself.

  6. Improper storage: If customers do not store the candy properly after receiving it, it can affect the quality.

  7. Visual inconsistency: Minor visual differences in the shape, size or color of candies due to manufacturing processes, but which do not affect taste or quality.

  8. Packaging versus actual product: Sometimes the candies may look different in the product image than in reality, which can lead to visual differences.

  9. Allergic reactions and dietary requirements: At MY Candy Store we carefully compile all product information based on data provided by the manufacturers and/or our suppliers. However, it may happen that this information is not displayed correctly/completely. No rights can therefore be derived from this information. 

  10. Variable packaging, colors and flavors of products: Some products have multiple packaging, colors and flavors that are randomly mixed and shipped for a surprising experience. As a result, not all packaging, colors and flavors shown may be present in your order.
  11. Changing compositions of candy mixes : Some products, such as candy mixes, may vary in composition from one batch to another. This may mean that not all products in the mix are the same as depicted on the website or packaging. We try to provide as much consistency as possible, but minor variations may occur. We would like to emphasize that these variations contribute to the surprising and varied nature of our candy mixes.

Complaints

It can always happen that something doesn't go exactly as planned. We recommend that you first report any complaints to us by contacting us. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. From February 15, 2016, consumers in the EU will also be able to register complaints via the European Commission's ODR platform. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.