Return & Refund Policy

This Return & Refund Policy applies to all fruit candy and other food products purchased through mylostmarycandy.com. This policy is intended to address the special handling, storage, and food safety considerations associated with food products, subject to applicable consumer protection laws.

1. General Return Rules

For food safety and hygiene reasons, we generally do not accept returns of food products that have been opened, consumed, or partially used, except where required by applicable law or where a return is otherwise approved by us.

Unless otherwise required by applicable law, the following situations are generally not eligible for a return or refund:

• Food or candy products that have been opened, consumed, or partially used and are not defective or damaged.

• Products that become unsuitable for consumption because of improper storage or handling by the customer after delivery.

• Requests based solely on personal taste preferences, dislike of a particular flavor, or a change of mind.

Nothing in this policy limits any rights or remedies you may have under applicable law, including rights relating to defective, damaged, misrepresented, or unsafe products.

2. Eligible After-Sales Situations

We may approve a refund or another appropriate resolution if an order arrives damaged, defective, or otherwise not in the condition reasonably expected.

Eligible situations may include:

• Products damaged during transportation.

• Candy or packaging that arrives severely crushed or deformed.

• Products with visible signs of deterioration or damage that may have occurred during shipping.

• Incorrect products or quantities received.

• Products that arrive with other material issues affecting their quality or suitability for consumption.

If your order arrives with an issue, please contact our customer service team as soon as reasonably possible after delivery.

3. Required Proof Materials

To help us evaluate your request, please contact us within 48 hours after receiving your order, where reasonably possible, and provide supporting evidence.

Evidence may include:

• Clear photographs of the complete package and shipping label.

• Photographs or videos showing the condition of the candy and its packaging.

• Close-up photographs or videos of any crushing, deterioration, damage, or other visible product issues.

• Your order number and relevant order information.

• A brief description of the issue and when it was discovered.

Providing complete and clear evidence helps us assess the situation and determine an appropriate resolution. If additional information is needed, we may contact you for clarification.

The 48-hour reporting period is intended to help us investigate shipping and product-quality issues promptly. It does not eliminate any rights you may have under applicable law.

4. Return & Refund Process

If you believe your order qualifies for a refund or another after-sales resolution:

1. Contact our customer service team at [email protected].

2. Provide your order number and a detailed description of the issue.

3. Submit relevant photographs, videos, and other supporting information.

4. Our team will review your request and may contact you for additional information.

5. We will notify you of the outcome and, if approved, explain the applicable refund or other resolution.

Please do not discard the affected product or packaging before contacting us, if it is safe and reasonable to retain them. If a product appears spoiled, contaminated, or unsafe to consume, do not eat it. We may ask for photographs or additional information instead of requiring you to keep or return an unsafe product.

Do not send products back unless our customer service team has provided return instructions. Any approved return will be handled in accordance with applicable law and the instructions we provide.

5. Refund Arrangement

Approved refunds will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.

After we process a refund, it generally takes approximately 7–10 business days for the funds to appear in your account. Actual timing may vary depending on your payment provider, bank, or financial institution.

If a refund has been approved but does not appear within the expected period, please contact your payment provider or reach out to us for assistance.

6. Customer Responsibilities

Customers are responsible for providing accurate shipping information and following any product storage instructions provided on the packaging or product page.

Please inspect your order promptly after delivery and contact us if you discover damage, an incorrect item, or another eligible product issue.

Customers may be responsible for costs or losses resulting from circumstances such as:

• Providing an incorrect or incomplete shipping address.

• Failing to receive or collect a package within the carrier's applicable holding period.

• Improper storage or handling of products after delivery.

• Damage caused by customer misuse after delivery.

These provisions apply only to the extent permitted by applicable law and do not limit any rights you may have regarding products that arrive defective, damaged, unsafe, or materially different from what was ordered.

7. Policy Updates

We may modify, update, or revise this Return & Refund Policy from time to time to reflect changes in our business practices, products, or applicable legal requirements.

Any updated version will be published on mylostmarycandy.com. Unless otherwise stated, the revised policy will become effective when posted on the website.

We encourage customers to review this policy periodically. Changes will not affect rights that cannot lawfully be limited or waived.

8. Contact Us

If you have questions about returns, refunds, damaged products, incorrect orders, or other after-sales matters, please contact us:

CANDY2U PLUS, LLC

Business Address:
9351 SW 56TH Street
MIAMI, FL 33165
United States

Customer Service Email:
[email protected]

Authorized Online Representative:

臧月英