Cocoa Lovers UK Returns & Refunds Policy

At Cocoa Lovers UK, our primary goal is your complete satisfaction. We take immense pride in the quality and craftsmanship of our chocolates and are confident you will love them. However, we understand that sometimes a product may not meet your expectations. This Returns & Refunds Policy outlines the steps to follow if you need to return an item, ensuring a fair, transparent, and efficient process for all our valued customers.

1. Our Commitment & Guarantee
We stand firmly behind every product we sell. Our guarantee covers any item that is faulty, damaged in transit, or not as described on our website. If you receive a product that falls under these categories, we will resolve the issue promptly at no cost to you, typically by arranging a replacement or a full refund. This is our fundamental commitment to you.

2. Returns Eligibility & Key Conditions
To be eligible for a return, please note the following conditions, which are designed to be fair to all customers while adhering to food safety standards:

  • Timeframe: You have 14 calendar days from the day you receive your order to notify us of your wish to return an item for a change of mind. For faulty or incorrect items, please contact us as soon as possible.
  • Product Condition: Due to the perishable nature of our goods and hygiene regulations, we can only accept returns of items that are unopened, in their original sealed packaging, and in a resalable condition. We cannot accept returns on products that have been opened, partially consumed, or where the packaging has been damaged after delivery.
  • Proof of Purchase: Please have your order number or dispatch confirmation email ready when you contact us. This is essential for us to locate your order and process your request.

3. Non-Returnable Items
For health, safety, and hygiene reasons, the following items are non-returnable unless they are proven to be faulty, damaged, or incorrect:

  • Any chocolate or food product where the sealed packaging has been broken or tampered with.
  • Personalized or made-to-order items that have been specially crafted to your specification.
  • Products purchased during a final sale or clearance event, which will be clearly marked as such at the time of purchase.

4. Step-by-Step Return Process
To initiate a return, please follow this simple process:

  • Step 1: Contact Us First: Please do not send any items back to us without prior authorisation. To start the process, you must contact our Customer Support team through the dedicated contact form in the help section of our website. Provide your order number and details about the reason for the return.
  • Step 2: Authorisation & Instructions: Our team will review your request and, if eligible, provide you with a Returns Authorisation Number and clear instructions on how and where to send the parcel. Returns sent without this authorisation may not be processed.
  • Step 3: Packaging & Sending: Securely package the items in their original, unopened state. Please include a copy of your order confirmation or note the Returns Authorisation Number inside the parcel. We strongly recommend using a tracked postal service for your return, as we cannot be held responsible for items lost in transit back to us.
  • Step 4: Inspection & Processing: Once we receive your return, our team will inspect the items to ensure they meet the conditions outlined above. This process typically takes 3-5 business days after the parcel arrives at our facility.

5. Refunds

  • Timing: Upon successful inspection and approval of your return, we will process your refund immediately. The funds will be issued back to the original payment method used for the purchase. Please allow 5-10 business days for the refund to be fully reflected in your bank or card account, depending on their processing times.
  • Deductions: For returns due to a change of mind (where the product is not faulty), we reserve the right to deduct the cost of the original outbound delivery charge from your refund, as this is a service already incurred. We will not deduct any amount for returns that are a result of our error (e.g., faulty, damaged, or incorrect item).

6. Incorrect, Faulty, or Damaged Goods
If you receive an item that is incorrect, faulty (e.g., quality issue), or visibly damaged, please contact us within 48 hours of delivery. We will apologise for the error and arrange for a prepaid returns label for you to send the item back, or we may advise you to dispose of it responsibly, depending on the issue. In such cases, we will cover all return costs and expedite a replacement or a full refund to you as our priority.

7. Subscription Box Returns
If you receive a subscription box that contains a faulty or damaged item, the same process applies. Please contact us, and we will resolve it swiftly. Please note that a change of mind regarding a specific product in a seasonal subscription box does not qualify for a partial return of the box, but you are free to manage, pause, or cancel your future subscription payments at any time via your online account.

We aim to make this process as straightforward as possible. Our customer support team is here to help guide you through it. For any questions not covered in this policy, please visit the help section on our website. Thank you for your understanding and for choosing Cocoa Lovers UK.