Refund policy

Returns

We will always strive to deliver your order in perfect condition and on time. If your chocolates are damaged on arrival, we will be happy to offer a refund or replacement product.

Unfortunately we are unable to refund personalised bar orders unless they do not arrive within the time frame you paid for or are damaged upon arrival. For these items, you do not otherwise have a right to cancel your order and we are not otherwise able to offer refunds or allow for a return of those items, in accordance with the Consumer Contract Regulations 2013.

If you are a consumer and have purchased any of our other products (which are not personalised items), you have a right to cancel the order up to 14 days after you received the goods in accordance with the following provisions. This means that if you change your mind during this time or decide for any other reason that you do not want to receive or keep the goods, you can notify us of your decision to cancel the order and receive a refund.

The easiest way to cancel an order is to email us at info@cocobachocolate.com. Your cancellation is effective from the date you send us the email.

You must return the goods to us no later than 14 days after you let us know that you wish to cancel the order. Please return the goods to;

Cocoba Chocolate
Online Returns
Unit G3, Knight Road
Rochester
ME2 2LS

Please ensure you obtain a Proof of Postage when you return the goods to us in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

You will be responsible for the cost of returning the products to us, unless the products are damaged, not as described or there is a delay in delivery, in which case we will reimburse you for any reasonable costs you incur in returning the products to us (and will also reimburse you in full for the price of the products, together with any applicable delivery charges).

Refunds

We will process your refund as soon as possible within 14 days of receiving the goods back, or within 14 days of you providing evidence of having sent the goods back. If you have not received the goods from us before cancelling the contract, we will make any refunds due to you within 14 days of you informing us of your decision to cancel the order.

We will refund the price of the products in full. Please note, however, that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling in a way which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. Delivery costs are non-refundable.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account, and contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@cocobachocolate.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at info@cocobachocolate.com in order to find out further details of where to send the product.

You will be responsible for paying for your own delivery costs for returning your item/s. Delivery costs are non-refundable. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.