Refund Policy

Martins Chocolatier is happy to exchange or refund your purchase within 28 days of delivery, the 28 days starts after you have received your 'Order Shipped email. Your refund will be credited to the original payment card or Paypal account used. Please note we are unable to offer exchanges unless your item(s) are damaged.

You can return items in the post via Royal Mail, through Parcelshops or via courier. Items returned by post can take up to 10 working days to reach us once you have posted the parcel. When your refund has been processed it can take your card provider 3 to 5 working days to credit your account.

If a product is faulty or damaged please contact our Customer services team to obtain a returns authorisation code before returning faulty goods. We will refund the original delivery charge and the cost of returning the goods via your local postal service up to a maximum cost of £7.50 per kg. For products delivered within the EU, we will refund the original delivery charge for any product returned to us in accordance with the Distance Selling Regulations up to the same maximum cost, but we will not refund the cost of returning such goods. Please retain proof of postage and customs documentations including any details of any taxes paid.

We will only refund the delivery charge if the complete order is faulty or damaged otherwise we will make a pro-rata payment.

Cancellations

You can cancel your order within 14 days of receiving your order however unless cancellation takes place before payment has been processed, this is generally within 30 minutes of order placement, your order cannot be stopped and will be delivered to you.

To cancel your order please either refuse delivery or return via one of our return options. Alternately you can contact our Customer services team by phone 0115 979 5259 or via email info@martinschocolatier.co.uk

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.

Your rights under the Consumer Contracts Regulations 2013

UK & N. Ireland customers

If you buy goods under a distance contract (including, for example, by phone or online), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to fourteen calendar days starting the day after you or your nominee has received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. This does not apply to certain 'exceptions' specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods or audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. Any delivery charges will be refunded. However, unfortunately we are unable to refund delivery charges for part cancellations or returns. If you wish to cancel your order within 30 minutes of placing it, call customer services on 0115 979 5259. If more than 30 minutes have elapsed we will be unable to stop the delivery of your order. We are unable to cancel any Next Day Home delivery orders once they have passed through our payment system. Please refuse any delivery of cancelled goods, alternatively, you can return them via post them back to us. During this period you must take reasonable care of the goods. You will not be charged for collection or Royal Mail returns in accordance with our returns policy. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.

International customers

If you buy goods under a distance contract (including, for example, by phone or online), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs), you have up to 14 calendar days starting the day after you have received your delivery to cancel your order. If you buy multiple goods as part of one order which are delivered to you on different days, your cancellation period will end fourteen days after the day on which you or your nominee receive the last item of your order. We will not refund the cost of returning goods unless damaged/faulty. This does not apply to certain "exceptions" specified at section 28 of the CCRs, including goods made to your specification, clearly personalised goods, audio or video recording or computer software if you remove the seal, newspapers, periodicals or magazines or goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This can be done via email - Important: please remember to include your order number on the email. Further details of your rights under the CCRs are available from your local Trading Standards department or Citizens Advice Bureau.