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Policies

Condition of Use

Welcome to Sweet Factory.com. Sweet Factory and its affiliates provide their services to you subject to the following conditions. If you visit or shop at Sweet Factory.com, you accept these conditions. Please read them carefully. In addition, when you use any current or future Sweet Factory.com service or visit or purchase from any business affiliated with Sweet Factory.com, whether or not included in the Sweet Factory.com Web site, you also will be subject to the guidelines and conditions applicable to such service or business.

 

Returns &  Exchanges

We want our customers to be completely satisfied with our products.  If you are not happy with your order we will accept return of unopened products within 7 days of receipt, with the following exceptions and conditions:

• We offer NO refund or exchange on bulk candy, personalized product or custom orders.
Absolutely NO refund on international orders, including shipments to Canada.
• Toys, pillows, apparel and other items must have the original tags still attached and must be unworn and undamaged.

To request a return/exchange, email to complaints@sweetfactory.com for a prompt, courteous replacement, exchange or full refund within 7 days of receipt.  Indicate the order number, the product name and reason for your exchange/return. Please note, original order shipping costs are not refundable or transferable. 

We will refund the purchase price of the merchandise plus any taxes you were charged. The refund will be processed in the manner in which you paid.  

Please allow a minimum of 14 days to receive and process your return or exchange.

We do apologize, but shipping charges and return shipping will not be refunded unless the return is a result of our error.

We do recognize that sometimes product gets damaged en route. If this happens, we request that you email to complaints@sweetfactory.com or call our online store customer service line at Tel: 877-817-9338 immediately.