Refund policy
Last updated: 7 November 2026.
Right of withdrawal (14 days)
You have the right to withdraw from the contract within 14 days, without giving any reason.
The 14-day period starts on the day you, or a third party you have designated (other than the carrier), physically take possession of the goods. If goods from the same order are delivered in several shipments, the period starts when you receive the last shipment.
To meet the deadline, it is enough to send your withdrawal statement before the 14 days have expired.
How to withdraw from the contract
You can notify us in one of the following ways:
- via the online form on our website: Withdraw from the contract
- by email at info@ohmycandybox.hr
- by completing the withdrawal form at the bottom of this page (optional)
We accept any clear statement of withdrawal. After receiving your statement, we will send you a confirmation by email, together with return instructions.
Returning the goods after withdrawal
You must send the goods back to us without undue delay and no later than 14 days from the day you informed us of your withdrawal.
We will email you the return address and instructions together with the confirmation that we received your withdrawal statement. Please send the goods to the address given in that message and include your order number in the parcel so that we can process the return quickly.
We recommend using a tracked shipment and keeping the proof of postage, as you bear the risk of the return shipment until we receive the goods.
Conditions for returning goods
- Food products must be unopened and in their sealed original packaging.
- For hygiene and health protection reasons, sealed food products whose packaging was opened after delivery cannot be returned.
- For other products, you may handle them only to the extent necessary to establish their nature, characteristics and functioning. You are liable only for any diminished value of the goods resulting from handling beyond what is necessary for that purpose.
- Please return products in their original packaging so that they arrive undamaged.
If the returned goods do not meet the conditions above, we may reduce the refund by the diminished value of the goods, and we cannot accept sealed food products that were opened after delivery.
Return costs
If you withdraw from the contract, you bear the direct cost of returning the goods.
If you withdraw from the contract, we will also refund the cost of standard delivery you paid when ordering. If you chose a more expensive delivery method than the cheapest standard one, we do not refund the difference.
If the product is defective, damaged or you received the wrong item, we bear the return costs.
Refunds
We refund you without undue delay and no later than 14 days from the day we were informed of your decision to withdraw.
We may withhold the refund until we receive the goods or until you prove you have sent them back, whichever is earlier.
We refund you using the same payment method you used for the order, free of charge. For cash-on-delivery orders, we refund by bank transfer and will ask you for your IBAN.
The time it takes for the refund to appear in your account may depend on your bank or card issuer.
Alternative (at your choice): instead of a refund, you may choose store credit for a future purchase worth 10% more. This is a voluntary option and does not affect your right to a refund.
Products not covered by the right of withdrawal
In accordance with the law, the right of withdrawal does not apply to:
- goods made to your specifications or clearly personalised
- goods liable to deteriorate or expire rapidly (for example, products whose expiry date falls within 14 days of delivery, as clearly stated on the product page before purchase)
- sealed goods that are not suitable for return for health protection or hygiene reasons, if the seal was broken after delivery
“No Waste” collection
Products in the “No Waste” collection are sold at reduced prices because their best-before date has passed or is approaching. This is clearly stated on the product page before purchase, and the date shown on the product page is not considered a non-conformity.
The right of withdrawal does not apply to products that expire within 14 days of delivery (see the section “Products not covered by the right of withdrawal”).
Your legal rights in the case of damaged, defective or wrong products remain unchanged. For complaints about products from this collection, we may grant a refund or replacement without the product being returned.
Damaged, defective or wrong products
Please inspect your shipment as soon as possible after receiving it.
If the product is damaged, defective or you received the wrong item, you are entitled to the legal guarantee of conformity (2 years from delivery, in accordance with applicable regulations). For food products, conformity is assessed in relation to the condition at the time of delivery and the stated best-before date.
We recommend that you notify us as soon as possible, preferably within 48 hours of delivery, as this allows us to determine the cause and resolve the issue faster. This period is a recommendation and does not limit your legal rights.
To speed up resolution, please send us your order number and photos of the product, the packaging and the shipping package at info@ohmycandybox.hr. If you do not have them, we will still consider your request.
We resolve the issue by replacing the product or refunding you, and under the law you also have other rights (for example, a proportionate price reduction).
Exchanges
We do not offer direct product exchanges following withdrawal from the contract.
The fastest way to get the product you want is to:
- return the item you have (if it meets the return conditions)
- place a new order after withdrawing
Cash on delivery and uncollected parcels
If you cannot collect your parcel, please let us know as soon as possible so we can arrange a new delivery or cancel the order.
If you do not collect the parcel within the set period or you refuse it, we consider that you have withdrawn from the contract. We do not charge you any penalty in that case, and we refund the cost of the first delivery you paid. We may charge you only the actual cost of the return shipment, in the amount actually charged to us by the carrier and without any additional fees. You are informed of this before purchase through this policy.
If failure to collect parcels is repeated, we reserve the right to offer you only advance payment (for example by card) for future orders.
Delivery
Parcel marked as delivered
If the carrier has marked the parcel as delivered and you have not received it, please contact us as soon as possible. Together with the carrier, we will open an investigation and look for a solution.
Accuracy of data
Please enter an accurate and complete address and phone number when ordering. If a parcel is returned because of inaccurate or incomplete details that you entered, we may charge you the cost of redelivery, and we will inform you of this in advance.
Special provisions for food products
Product appearance
The appearance of products (colour, shape, size) may differ slightly from the photos shown on the website.
Transport and heat
We pack products carefully and use protective packaging in warmer periods. If a product arrives damaged, broken or melted to an extent that affects its use or safety, we will handle it as a non-conformity, in accordance with the section “Damaged, defective or wrong products”.
After receiving your order, please store products in a dry, cool place. We are not responsible for changes that occur after delivery due to improper storage (for example heat, humidity), if the non-conformity did not exist at the time of delivery.
Shelf life
The shelf life is stated on the product packaging. If certain products are available with a shorter shelf life, this is clearly marked on the product page.
Imported products
Imported products may have original packaging in a foreign language. Mandatory information (ingredients, allergens, importer) is available in the language of your country on the product page and/or on an additional label.
Allergies and ingredients
Before consumption, carefully read the list of ingredients and allergens on the packaging and on the product page.
Product changes
Manufacturers may occasionally change the composition, packaging or appearance of products. The information printed on the packaging you receive prevails.
Your legal rights
This policy does not limit the rights you have as a consumer under applicable regulations, including the right of withdrawal and the right to the legal guarantee of conformity, nor our liability for defective products and damage in the cases provided by law.
Dispute resolution
As a consumer, you may contact a consumer mediator free of charge: CM2C (Centre de la Médiation de la Consommation de Conciliateurs de Justice), 49 rue de Ponthieu, 75008 Paris, France, tel. +33 1 89 47 00 14, website: www.cm2c.net. You may also use any other alternative dispute resolution method provided by law, including conciliation.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
– To: EU Treats, 60 Rue François Ier, 75008 Paris, France, email: info@ohmycandybox.hr
– I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods: ______________________
– Ordered on (*) / received on (*): ______________________
– Order number: ______________________
– Name of consumer: ______________________
– Address of consumer: ______________________
– Signature of consumer (only if this form is notified on paper): ______________________
– Date: ______________________
(*) Delete as appropriate.
