Returns Policy

This policy outlines the returns process for goods or services purchased through the online store operated by Choccotastic Ltd.

1. General Returns Policy:
   All our products are made to order and of high quality. Therefore, returns or refunds can only be offered in exceptional circumstances. Please ensure you order carefully. We must be notified of any breakages or shortages within 24 hours of receiving your order.

2. Eligibility for Returns:
   To be eligible for a return, the item must be unused, in its original condition, and in the original packaging. We may request photo evidence of any damage.

3. Non-Returnable Items:
   Certain services cannot be refunded, such as those that begin immediately after payment (e.g., downloadable software, gift cards, or gift wrapping services).

4. Consumer Rights (Change of Mind):
   Under the Consumer Contracts Regulations, you have the right to cancel and request a refund within 14 working days of receiving your order. This refund includes the original purchase price and any postage costs. However, the cost of returning the item to us will be at your expense.

5. Standard Returns Policy:
   If the goods or services are not faulty or misdescribed, you are entitled to a full refund of the purchase price and original postage if you notify us within 14 working days of receipt.

6. Faulty or Incorrect Items:
   If the item you purchased is faulty, not working properly, or not as described, please contact us before requesting a refund. We will do our best to resolve the issue to your satisfaction.

7. How to Return an Item:
   If you wish to return a physical product, please contact us to inform us of your return. For non-physical products (such as services), please contact us for instructions on how to proceed.

8. Processing Your Refund:
   Once we receive and inspect your returned item, we will notify you of the outcome and process the refund to your original payment method within a few days.

9. Refund Delays:
   If you have not received your refund after we confirm it has been issued, please check your bank or card statement. If the refund is not reflected, contact your bank as some institutions may take a few days to process the credit.

10. Discounted Purchases:
    If an item was purchased with a discount voucher, we will only refund the amount paid, not the original listed price.

11. Sale Items:
    Sale items may not be eligible for a refund if you change your mind. Please contact us if you are unsure before making your purchase.