Refund policy
Freezy Treats Malta Return & Refund Policy
1. All Sales Are Final
Due to the perishable nature of our products and strict food safety regulations (Health department compliance), we cannot accept returns or exchanges on any food items once they have shipped, even if unopened.
2. Fragility & Shipping Disclaimer
· Normal Crumbling: Freeze-drying makes candy extremely light and brittle. Minor crumbling or small pieces of "candy dust" at the bottom of the bag are normal and do not qualify for a refund.
· Melting/Humidity: We are not responsible for products that soften or lose their crunch due to being left in high humidity or direct sunlight after delivery.
3. Damaged or Incorrect Orders
If your order arrives severely damaged (e.g., the bag is popped open) or you received the wrong item, we will make it right through a replacement or store credit.
· Claim Window: You must report the issue within 48 to 72 hours of the tracked delivery time.
· Required Proof: You must provide clear photos of the damaged product, the original packaging, and the shipping label.
4. Customer Errors & Responsibilities
We want you to receive your treats quickly and correctly! However, because our products are perishable and custom-packed, we are not responsible for the following:
· Incorrect Shipping Addresses:
Please double-check your "Ship To" address. We cannot offer refunds or free replacements for orders delivered to the wrong address, returned to us as "undeliverable," or stolen due to an incorrect address provided at checkout.
· Redirect Fees: If you notice an error after the package has shipped, any fees charged by the carrier to redirect the package are the responsibility of the customer.
· Accidental Orders: Once an order is placed and enters our production cycle (freeze-drying), we cannot cancel it due to "ordering the wrong item" or "changing your mind."
· Unattended Packages: Freeze-dried candy is sensitive to humidity and heat. We are not responsible for products that lose their texture because they were left outside in the elements (rain, heat, or snow) after delivery.
5. Cancellations
· Made-to-Order: Because our candy is processed specifically for your order, cancellations are typically only allowed within a 24–48 hour window before the freeze-drying process begins.
· Restocking Fees: A 20% cancellation fee may apply if the order has already entered production.
Wholesale Return & Damage Policy
1. General Returns
All wholesale orders are considered final sale. We do not offer returns, exchanges, or "sale or return" terms for unsold stock or seasonal items unless specifically agreed upon in writing prior to shipment.
All wholesale orders are considered final sale. We do not offer returns, exchanges, or "sale or return" terms for unsold stock or seasonal items unless specifically agreed upon in writing prior to shipment.
2. Shipping Damage & Shortages
Any items damaged during transit or order shortages must be reported within 48 hours of delivery. To file a claim, please provide:
Any items damaged during transit or order shortages must be reported within 48 hours of delivery. To file a claim, please provide:
- Digital photos of the damaged shipping carton and the product.
- A copy of the packing slip highlighting the missing or damaged items.
3. Manufacturer Defects
Claims for manufacturing defects (e.g., seal failure, contamination) must be made within 14 days of receipt. Upon verification, we will issue a credit note or ship replacement stock at our expense.
Claims for manufacturing defects (e.g., seal failure, contamination) must be made within 14 days of receipt. Upon verification, we will issue a credit note or ship replacement stock at our expense.
4. Customer-Inflicted Damage (Retail Level)
Gugu is not responsible for products damaged by the retailer’s customers or staff. This includes, but is not limited to:
Gugu is not responsible for products damaged by the retailer’s customers or staff. This includes, but is not limited to:
- Items dropped or crushed by consumers.
- Compromised packaging due to improper shelf stocking.
- Damage caused by heat or moisture exposure once in the retailer's possession.
Exception Clause: At our sole discretion, we may offer a "Goodwill Credit" of up to 50% of the item’s wholesale cost for customer-damaged goods, provided the retailer provides proof of disposal. (Maximum €30 per month).
No physical returns will be accepted for customer-damaged food items due to health and safety regulations.
5. Return Authorization (RMA)
No physical returns will be accepted without a Return Merchandise Authorization (RMA) number. Unauthorized returns will be refused at the warehouse and returned to the sender at their expense
No physical returns will be accepted without a Return Merchandise Authorization (RMA) number. Unauthorized returns will be refused at the warehouse and returned to the sender at their expense