Returns & withdrawal

Your right to change your mind

You have 14 days from the day you receive your order to withdraw from the purchase, without giving a reason.

The exception for opened pouches

Our pouches are sealed for hygiene and food safety reasons. Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons if they have been unsealed after delivery.

How to withdraw

Email info@igloocandy.com within 14 days of delivery with your order number and what you would like to return. You may use the model withdrawal form below, but you do not have to — a clear statement is enough.

Send the goods back to us within 14 days of telling us. You pay the cost of return shipping. Please pack them so they arrive undamaged; goods returned crushed or opened may not qualify.

Refunds

We refund within 14 days of receiving the goods back, or of proof that you have sent them, whichever is earlier. We refund to your original payment method, including the standard outbound shipping cost you originally paid. If you chose a more expensive delivery option, we refund the standard rate only.

Faulty, damaged or incorrect orders

This is separate from withdrawal and is not limited to 14 days. If a product arrives damaged, is not what you ordered, or is unfit to eat, email us with your order number and a photo. We will replace it or refund it, and you will not pay return shipping.

Model withdrawal form

To: UAB Prekursorius, Kelmijos Sodų 13-oji g. 4, LT-02214 Vilnius, Lithuania — info@igloocandy.com I hereby give notice that I withdraw from my contract of sale of the following goods: ____________ Ordered on / received on: ____________ Name and address of consumer: ____________ Date: ____________