Refund policy
Returns & Refund Policy
General Policy
We do not accept returns unless there is a specific issue with the product you received. If you encounter a problem, please contact us at info@toffeepop.ca with clear photos of the product and packaging so we can verify and address the issue accordingly.
Heat Damage Disclaimer
Our products contain chocolate and are heat-sensitive. While our packaging is heat-resistant, we cannot guarantee the condition of your order if it is left outside or exposed to high temperatures during shipping.
Please note:
We do not offer refunds, exchanges, or returns for melted or heat-damaged products.
If your package is delivered and left outside in temperatures above 80°F (27°C), especially during summer months, there is a high likelihood of melting.
This type of damage is considered outside our control and not covered under our return/exchange policy.
Customers concerned about heat-related risks are encouraged to choose expedited shipping at checkout to help reduce transit time and minimize the chance of melting.
We recommend tracking your shipment closely and retrieving your package promptly upon delivery.
Damaged or Incorrect Orders
Please inspect your order upon arrival. If your item is defective, damaged (non-heat-related), or incorrect, contact us immediately so we can evaluate the issue and make it right.
📧 info@toffeepop.ca
Non-Returnable Items
We are unable to accept returns or issue refunds on:
Sale or promotional items
Gift cards
Exchanges
We allow exchanges only on unopened bags.
To request an exchange, contact us at info@toffeepop.ca. If approved:
You will receive an invoice to cover the cost of returning the product.
Customers are responsible for shipping fees associated with exchanges.
European Union – 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification.
Items must be:
In the same condition as received (unopened, unused, with original packaging)
Accompanied by proof of purchase
Refunds
Once we’ve received and inspected your return, we’ll notify you of approval or denial. If approved, your refund will be processed to your original payment method within 10 business days.
Please note:
Your bank or credit card provider may take additional time to process the refund.
If it has been more than 15 business days since approval and you haven’t received your refund, please contact us at info@toffeepop.ca.