URGENT FOOD SAFETY ISSUES

Food Safety:

Please use this link to report and food safety issues to us, please include were possible:

• Order number
• Batch Number
• Photos of the problem and packaging
• Description of the issue

Please click here.

 

RETURNS POLICY

Please see below for details of:

1. Returning Non-Faulty Goods
2. Returning Faulty Goods
3. Details of Refund Process
4. Change / Cancellation Options 
5. Warranty Information For Machines
6. Returning Non-Faulty Goods 

If you have had a change of heart, you must notify us within 7 days of receipt for a refund, then you must return the item to Chocobel unused and in its original condition. Each returned product must include all parts, accessories, instructions and packaging, etc. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition. 

Please contact a member of our Customer Services team on tel: 01233 733399 (or email orders@chocobel.co.uk ) and they will instruct you on how to return the items and issue you with Returns Authorisation Code. 

You will have to cover the postage costs of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post. 

Exceptions no non faulty returns 

We regret that we cannot accept returns on the following non-faulty products: 

• The products(s) has/have been personalised, made to order or customised in any way. 
• The packaging or any of the individual product components, has been damaged. 
• The product(s) is/are perishable. 
• The non-faulty product does not arrive at Chocobel in its original packaging. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs. 

Refunds may occasionally be offered at the discretion of the management. 

2. Returning Faulty Goods 

 

If the product you have ordered is faulty you can return it. Parcels or items damaged in transit must be reported within 3 days from receipt of delivery to orders@chocobel.co.uk please include photos of items, shipping label and packaging both internal and external. Please retain any damaged items and packaging until you have contacted us and we can ensure we have all the information we require.

Please contact a member of our Customer Services team on Tel 01233 733399 (or email orders@chocobel.co.uk) and they will instruct you on how to return the items to us and issue a Returns Authorisation Code. Failure to do this will delay your return being processed.  

When returning faulty items we may still ask you to return goods yourself. On receipt Chocobel will reimburse the costs incurred*. Chocobel shall pay you a reasonable** postage amount for the return of the product. We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery) but it may be necessary for us to arrange to collect certain items via a courier. 

* Please obtain a proof of postage costs so we can reimburse you the full amount. 

** Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of 15 GBP. We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary). If the postage costs are going to exceed 15 GBP please contact us on Tel 01233 733399 for further advice. 

3. Details of Refund Process 

We will not confirm that we have received your return. After receipt of your goods we aim to issue refunds within 14 working days. The cost of your item will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing. 

Returns Address: 

Returns Department Chocobel 

Unit 1B
Hamilton Road
Sutton In Ashfield
Nottinghamshire
NG17 5LD 

4. Change / Cancellation Options 

If you wish to change or cancel an order please contact our Customer Services Team on Tel 01233 733399 or e-mail orders@chocobel.co.uk , as long as the goods have not been dispatched we will arrange this for you free of charge.  If your goods have been despatched before cancellation you will be liable for the costs of returning the unwanted items. 

This returns policy does not affect your statutory rights.  

We do not operate an automatic substitution policy so will always advise you in advance of any item that may be out of stock.