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Refunds and Returns Policy

Our aim is to provide you with chocolate confectionery of the highest quality. We understand however that you may need to return a product to us.

Due to the nature of the product, we have created a 10-day returns policy to enable you to return products to us. We do require however that you notify us within 24 hours of delivery for a claim for damage, mis-shipping or other dissatisfaction. This policy does not affect any statutory rights you may have (such consumer rights under the Consumer Protection (Distance Selling) Regulations 2000).

Returns

Apart from legal rights to return a product to us due to damage or similar, in order to receive a refund or replacement, you are also entitled to return a product to us where:

  • We receive the returned product within 5 days following the date of receipt of the product
  • The returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new
  • You comply with the returns procedure

Exclusions to the above will apply to products liable to deteriorate within the period set out above, products made to order or to your specification, unless defective.

Returns procedure

You must contact us and inform us of your intention to return the product and the reason

You must return the product under a recorded delivery to: Cocoa Creations Ltd, 89 Peel Terrace, Stafford, Staffordshire, ST16 3HD.

NB You will be responsible for paying postage costs associated with returns under this policy unless we have discussed a prior agreement.

Refunds

We will usually aim to refund any money received from you using the same method originally used by you to pay for your purchase.

We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy, excluding the original delivery charges and excluding the costs of returning the product to us, unless a prior agreement is reached.

We will process the refund due to you as soon as possible and within 30 days of the day we received your returned product.

NB Please read these terms carefully. If you return a product not in accordance with this policy, and where you have no statutory right, we will not refund or exchange the product.

Need help?

Contact us at hello@cocoacreationsshop.co.uk for questions related to refunds and returns.