No Returns or Cancellations:
Due to the perishable nature of our products, orders cannot be cancelled, returned, or refunded unless stated in clauses 5.2 and 5.3.
Late Delivery:
You may cancel your order if we refuse delivery or if timely delivery was essential and agreed upon before purchase.
Alternatively, you can set a reasonable new deadline, and if we still fail to deliver, you may cancel.
If you cancel due to late delivery, we will refund the order or affected items, and cover return postage (DHL standard next-day rate) if applicable.
Faulty or Damaged Products:
Products must meet quality standards and match descriptions.
If items are faulty or damaged upon arrival, we will offer a replacement or refund upon satisfactory evidence.
We are not responsible for damage due to improper handling or delayed collection by the customer.
Refunds & Returns Process:
To request a refund or replacement, contact us via website cancellation form, phone (020 8200 9000), email (sales@raphaelchocolate.com), or post (4 The Parade, Holders Hill, NW7 1LY).
We will confirm if a return is required and provide instructions.
Refunds (if applicable) will be processed within 30 days using the original payment method.
If a product set with a discount is refunded, the per-unit refund reflects the original discount.
No Other Cancellations or Refunds: Except for late delivery or faulty/damaged products, no cancellations, refunds, or returns are allowed under the Consumer Contract Regulations 2013.
