1. Our values
Quality is not only about the product in the packet. It is also about how clearly we describe it, how carefully we pack it, how fairly we respond when something goes wrong, and whether customers feel safe ordering again.
2. Freshness and handling
Nuts, dried fruit and snack products are sensitive to heat, air, light and storage conditions. We aim to pack and dispatch products in a way that protects their intended taste, texture and freshness as far as reasonably possible.
- Products should be stored cool, dry and sealed after opening.
- Chocolate-coated and heat-sensitive items may require extra care during warm weather.
- Some products are prepared fresh, seasonal, or subject to supplier availability and may carry a lead-time note.
3. Clear product information
We try to keep product names, sizes, prices, descriptions, sale dates, stock notes and delivery information as clear as possible. Where images are used for illustration, or where a product may vary slightly by batch, the product page should explain that where practical.
4. Price confidence
We want CandyBird customers to feel they are receiving strong value for the quality supplied. Where another South African supplier offers the same or directly comparable product, pack size, quality grade and purchase conditions at a better price, customers may send us the details and we will review it fairly.
Where the comparison is genuinely like-for-like, we may choose to match the price, beat the price, offer a credit, or propose another fair solution. This is a value-confidence promise, not an unlimited automatic discount.
5. If something is wrong
If a product arrives damaged, stale, incorrect, short, unsuitable or not as described, please contact us as soon as possible with your order number and photos where useful. We may offer a replacement, refund, credit, partial refund, order correction or another fair outcome depending on the situation.
Returns and refunds are handled together with our Buyer Protection and Return Policy.
6. Fair limits
This guarantee is intended to support fair, honest customers and genuine quality concerns. It does not cover misuse, incorrect storage, unreasonable delays in reporting a food-quality concern, normal batch variation, or comparisons against products that are not genuinely equivalent.
Nothing on this page limits any consumer rights that apply under South African law. It should be read together with our terms, delivery policy and return policy.
