1. Our buyer-protection promise
Iqaalah sits at the heart of this page: a customer should feel safe enough to tell us when a purchase did not sit right, and we should be willing to reverse or resolve it fairly where possible.
Returns and feedback are welcome. We would rather know about a problem than leave a customer unhappy. CandyBird supports a fair, generous approach inspired by Iqaalah, an Arabic term meaning the willing reversal or cancellation of a sale. In practice, we treat it as buyer protection: if a customer is genuinely unsatisfied, regrets the purchase, or received something that did not meet what was promised, we aim to resolve it through refund, replacement, credit or another fair outcome.
For our customers, this simply means that our returns approach is not limited to technical defects only. Where a fair reversal is possible, we will consider the customer's dissatisfaction, the condition of the goods, the time since delivery, hygiene and perishability, and any applicable South African consumer-law protections.
2. What can be returned
Please contact us within 14 days of delivery or purchase. Because many CandyBird products are food items, we may not be able to accept quality-related returns where the product was opened long ago, stored incorrectly, exposed to heat, or kept beyond a reasonable freshness period.
- Items must preferably be in original packaging where practical.
- Damaged, incorrect, missing or defective items should be reported as soon as possible.
- For missing or short items, a refund or partial refund is usually more practical than replacement.
- Digital items such as vouchers or e-books may not be returnable once delivered or redeemed, unless required by law or there is a clear issue.
3. Freshness and storage care
Nuts, dried fruit and related products should be treated like fresh pantry goods. Heat, light, air and humidity can affect taste and texture. After opening, we recommend consuming within 30 days or storing in the fridge or freezer for longer freshness.
4. How to start a return or claim
- Email sales@candybird.co.za with your order number.
- Explain what happened and include photos where useful.
- Wait for our reply before sending anything back, so we can give the correct instructions.
5. Refunds, replacements and partial cancellations
Depending on the situation, we may offer a refund, replacement, store credit, partial cancellation or order adjustment. If PayFast was used and a refund is required, the refund process may depend on the PayFast payment record and available refund method.
Nothing in this policy is intended to limit any consumer rights that apply under South African law.
6. Return shipping costs
If the return is due to an error, damage, wrong item or confirmed defect, CandyBird will help with reasonable return or replacement shipping. If the return is voluntary, such as a change of mind, the customer may be responsible for return shipping.
For international returns, mark the parcel clearly as returned goods. Customs duties, taxes or import charges are generally the customer's responsibility unless otherwise agreed.
7. Contact
Email: sales@candybird.co.za
Phone: 041 0011 786
