Refund policy

Refund & Returns Policy

At Cocobros, we take pride in creating and delivering high-quality chocolate. We want you to be delighted with your purchase, but we understand that issues may sometimes arise. This policy explains your rights and how we handle returns, refunds, and exchanges.

1. Your Right to Cancel

Our chocolate is handmade and made to order, therefore we cannot accept returns if you simply change your mind.

Under UK law, you normally have 14 days to cancel an online order. However, this right does not apply to perishable goods (such as chocolate, food items, or personalised products).

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at cocobroschocolate@gmail.com. Please provide a photo of the issue to help us resolve it quickly.

• We will either send a replacement or issue a full refund, including delivery costs.

• Refunds will be made to your original payment method within 7–10 working days of approval.

3. Delivery Issues

We cannot accept responsibility for delays caused by circumstances outside our control (such as postal strikes, adverse weather, or courier issues). However, if your order does not arrive within a reasonable timeframe, please contact us and we will investigate.

4. Allergens & Storage

Full ingredient and allergen information is provided on our website and packaging. We cannot accept returns or issue refunds where the product has been stored incorrectly or where an allergy/intolerance was not disclosed to us at the time of order.

5. Exchanges

We do not offer exchanges for perishable goods. If an item is faulty or incorrect, we will provide a replacement at no extra cost.

6. How to Contact Us

For any refund or return queries, please contact us at:
📧 cocobroschocolate@gmail.com

7. Legal Rights

This policy does not affect your statutory rights under UK consumer law.