Refund and Replacement Policy

Because our caramels are food, we cannot accept returns or offer refunds. If something is wrong with your order, we will replace it.

What we replace

• Items that arrive damaged
• Caramels that arrive melted or misshapen in transit
• Orders with the wrong or missing items

How to request a replacement

1. Email chat@kickasscaramels.com within 14 days of delivery.
2. Include your order number, a short description of the problem, and photos of the product and packaging.
3. We will review your request and ship a replacement at no cost to you. Please don’t send the product back unless we ask.

What we can’t replace

• Change of mind or not liking a flavour
• Orders delayed or melted because a package was left outside, not picked up, or sent to an incorrect address provided by the customer
• Orders where the customer chose standard shipping after we recommended expedited shipping during warm weather
• Requests made more than 14 days after delivery

Cancelling an order

You can cancel an order for a full refund if it has not been shipped yet. Contact us as soon as possible. Once an order ships, it cannot be cancelled.