Return of Faulty Products

We are committed to ensuring you receive the highest quality chocolates. If you believe your product is faulty, please read the following important information regarding returns and refunds.

What is Considered a Faulty Product?
A product is considered faulty if it:
• Does not match its description
• Is not of satisfactory quality
• Is not fit for its intended purpose
Examples include chocolates that are spoiled, contaminated, damaged, or otherwise defective upon delivery.

How to Report a Faulty Product
• Please notify us within 48 hours of receiving the product if you believe it is faulty.
• Provide your order number and clear photos showing the fault or damage.
• Keep the product in its original packaging if possible.

Conditions for Returning Faulty Products
To be eligible for a refund or replacement:
1. You must provide proof of purchase (receipt, order confirmation, invoice).
2. The fault must not be due to misuse, accidental damage, or improper storage by the customer.
3. You must notify us promptly after discovering the fault—typically within 48 hours for perishable products like chocolates.
4. You may be asked to return the faulty product for inspection.

Your Rights Under UK Consumer Law
• If you report a fault within 30 days of purchase, you are entitled to a full refund.
• If the fault is reported after 30 days but within 6 months, we can offer a repair or replacement. If this is unsatisfactory, you may then request a refund.
• After 6 months, you may still have rights, but you will need to prove the product was faulty at the time of delivery.

How We Handle Faulty Products
Once we verify the fault, we will:
• Offer a full refund or send a replacement product, at your choice.
• Process refunds promptly to the original payment method.

Contact Us
If you believe your product is faulty, please contact our customer service team at [your email address]. We aim to resolve all issues quickly and fairly.