Shipping & Returns Policy

Order Processing and Dispatch:

For Australian orders placed through our online shopping cart, we aim to complete and dispatch your order within four (4) BUSINESS days from the time we receive it. Shipping is calculated at $15 AUD per kilogram.
We use Australia Post’s standard service for shipping shopping cart orders.
Once your order is on its way, you will receive an email notification with a tracking number, allowing you to track the delivery’s progress online.
If you have any inquiries about your delivery status that cannot be resolved using the Australia Post tracking system, please feel free to contact us via email. We will do our best to assist you promptly.

While we take every precaution to ensure your candy is well-packed to withstand normal transit, we are not liable for any damage that may occur during shipping.

Order Processing and Refund Policy:

After you place an order in our online shop, we initiate the shipping process.
Once an order is booked for shipping and assigned a tracking number, it cannot be cancelled or refunded.
If you request to cancel an order before a tracking number is assigned, an AUD$10.00 administration fee will apply. This covers our merchant provider penalties and time spent, and will be deducted from your total refund. Please note that your merchant provider may also charge a fee for refunds.

Upon receiving and inspecting your return, we will email you to confirm its arrival and whether your refund is approved or rejected.
If approved, your refund will be processed and automatically applied to your credit card or original payment method within a specific timeframe.

If you haven’t received your refund, first check your bank account.
Contact your credit card company, as it may take some time for the refund to be officially posted.
Next, contact your bank, as there might be a processing period before the refund appears.
If you’ve followed these steps and still haven’t received your refund, please reach out to us at hello@ballaratcandyco.com.au

Refunds are only applicable to regular-priced items; unfortunately, sale items cannot be refunded.

We only replace items if they are defective or damaged. To request an exchange for the same item, email us at hello@ballaratcandyco.com.au and await further instructions.
If the item was not marked as a gift when purchased, or if the gift giver had the order shipped to themselves for later delivery to you, the refund will be issued to the gift giver.

To initiate a product return, please email us for approved return instructions.
You are responsible for covering the costs of shipping for the returned item, and these shipping costs are non-refundable.
Depending on your location, the time it takes for the exchanged product to reach you may vary.
For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee the receipt of your returned item.