Return Policy

The Hershey Company wants every customer to be completely satisfied with their online purchase. Because our products include food items such as chocolate, candies, baking goods, and other perishable goods, our return policy is designed to comply with health and safety regulations while still ensuring a fair and positive experience for our customers. Please read this policy carefully before making a purchase, as it outlines your rights and responsibilities regarding returns, refunds, and exchanges.

Most products sold through our websites are food items. For health and safety reasons, we generally cannot accept returns of food products once they have been shipped from our fulfillment centers, unless the product arrives damaged, is defective, or is not what you ordered. This restriction is common among food retailers and is designed to protect all consumers from potential contamination or safety risks. However, the company understands that mistakes can happen, and we are committed to resolving any issues that arise with your order promptly and fairly.

If you receive a product that is damaged during shipping, has a manufacturing defect, or is incorrect based on what you ordered, please contact our customer service team immediately. You have fourteen calendar days from the date you receive your shipment to report any such issues. To report a problem, you can send an email to lilysa@outlook.com or call us at (751) 784-8462. When contacting us, please have your order number ready and provide a clear description of the issue. For damaged or defective products, we may also ask you to provide photographs showing the condition of the item and its packaging. This helps us understand what went wrong and work with our shipping partners to prevent similar issues in the future. Once we have reviewed your claim, we will arrange for a replacement product to be sent to you at no additional cost. If a replacement is not available because the product is out of stock or discontinued, we will issue a full refund to your original method of payment.

For incorrect items received, meaning you ordered one product but received a different product, the same process applies. Please contact us within fourteen days of receiving the shipment. We will verify your order against our shipping records, and if the error is confirmed to be on our part, we will either send you the correct product or provide a full refund, depending on your preference. In most cases, we will not require you to return the incorrect item, especially if it is a food product. We ask that you dispose of it appropriately. This approach saves you the hassle of repackaging and shipping food items back to us while also protecting health and safety standards.

In some cases, you may receive a product that is not damaged or incorrect but that you simply do not want. For example, you might have changed your mind after placing an order, or you might have ordered a gift for someone who does not like that particular flavor. Because our products are food items, the company does not accept returns for change-of-mind reasons after the order has been shipped. However, if you realize that you no longer want an item before the order has been processed and shipped, you may be able to cancel the order. To request a cancellation, contact us as soon as possible after placing your order. If the order has not yet entered the shipping preparation stage, we will cancel it and issue a full refund. Once the order has been packed or shipped, cancellation is no longer possible, and the standard policy for food items will apply.

Gift purchases are treated similarly to regular purchases. If the gift recipient receives a damaged, defective, or incorrect item, they can contact customer service using the same email address or phone number. The recipient may be asked to provide the order number or the name of the person who purchased the gift so that we can locate the transaction. Refunds for gift purchases will be issued to the original payment method used by the gift giver, unless alternative arrangements are made at the time of the return request.

Shipping and handling charges are generally non-refundable, except in cases where the return is due to an error on our part, such as shipping the wrong item or sending a damaged product. In those situations, we will refund the full purchase price including the shipping fees that you paid. We do not charge any restocking fees for returns related to damage, defects, or incorrect items.

If you need to return a non-food item, such as merchandise like clothing or accessories that may be sold on certain Hershey websites, different rules may apply. For non-food items, you typically have thirty days from the date of delivery to return the product for a refund, provided the item is unused, unwashed, and in its original packaging with all tags attached. For such returns, the customer is usually responsible for return shipping costs unless the return is due to a defect or error on our part. Please contact customer service for specific instructions before sending back any non-food items, as some items may be non-returnable due to hygiene reasons or other restrictions.

The company reserves the right to update this return policy at any time without prior notice. The version of the policy that is in effect at the time of your purchase will govern your transaction. We encourage you to review this policy periodically. If you have any questions about whether a specific product can be returned, or if you need assistance with a return request, please reach out to our customer service team at lilysa@outlook.com or call (751) 784-8462. We are here to help and will do our best to resolve any concerns in a fair and timely manner. Your satisfaction is important to us, and we appreciate your understanding of the health and safety considerations that shape this return policy.