Return & Exchange Policy

Return & Exchange Policy – Candy Loz

⚠️ Important Notice

All food product sales are final.

Returns and exchanges are not accepted once a product has been opened, tasted, or partly consumed, for any reason, including dislike of the taste, flavor, sweetness, roast or saltiness, or a wish to change the product after trying it.

Completing a purchase at Candy Loz means the customer fully accepts this policy.

1. Products That Cannot Be Returned or Exchanged

Due to the nature of food products and food safety requirements, no product can be returned or exchanged in the following cases:

• • • • • • • • The package or outer packaging has been opened.
              • The original seals have been removed or broken.
              • The product has been tasted or partly consumed.
              • The product was stored improperly after delivery.
              • Dislike of the taste, flavor, texture, sweetness, roast or saltiness.
              • Change of mind after purchase.
              • Requesting a different product after the order was received.

2. When Returns or Exchanges Are Accepted (Defective Items Only)

• • • • • • • • A different product from the one ordered was delivered.
              • The product arrived damaged due to shipping.
              • A clear manufacturing defect.
              • The product arrived expired.

Request window: 1 day (24 hours) from the time you receive your order. Requests made after this period are not accepted.

Requirements:

• • • • • • • • Contact customer service via WhatsApp or phone: +966505507047
              • Send clear photos of the product, the outer packaging, the shipping label and your order number.
              • The product must be in its original condition, unused and unconsumed.
              • Return the product if we ask you to.

3. Request Review

Candy Loz reviews all return and exchange requests and responds within 48 business hours.

We may reject a request in the following cases:

• • • • • • • • Insufficient evidence of the problem.
              • The report was submitted after the deadline.
              • Signs that the product was opened, used or consumed.
              • The product is found to be safe and as described upon review.

4. Resolution After Approval (Exchange or Refund)

• • • • • • • • The product is replaced with an identical one (first option).
              • Or a refund of the product price if no replacement is available.
              • Refunds are issued to the original payment method within 5 to 14 business days, depending on your bank.

5. Shipping Costs

When a request for a defective item is approved (an error by Candy Loz or the carrier), the store covers all return and replacement shipping costs, with no charge to the customer.

Requests that fall outside this policy are not accepted.

6. Refused Deliveries

If a customer refuses a shipment without any error on the store's part, Candy Loz may deduct shipping fees, operational fees and electronic payment fees, if any, before refunding any amount due.

7. Acceptance of Terms

By completing a purchase, the customer confirms that they have read, understood and fully accepted the Candy Loz Return & Exchange Policy.

Last updated: October 2026