Refund policy
At Cocobros, every chocolate product is handmade to order using fresh ingredients. Because our products are perishable food items, we are unable to accept returns simply because you have changed your mind.
Returns
Due to the nature of our products, we do not accept returns on chocolate or other perishable goods unless they are:
- Damaged during delivery
- Faulty or defective
- Incorrectly supplied
If you believe there is a problem with your order, please contact us within 48 hours of delivery at cocobroschocolate@gmail.com and include:
- Your order number
- A description of the issue
- Photographs showing any damage or defects
This helps us investigate and resolve the issue as quickly as possible.
Refunds & Replacements
Where a product is confirmed as damaged, faulty or incorrect, we will offer either:
- A replacement product, or
- A full refund, including any applicable delivery charges.
Approved refunds will be processed to your original payment method within 10 working days.
Delivery Issues
While we work with trusted delivery partners, we cannot be responsible for delays caused by circumstances beyond our control, including severe weather, courier delays or industrial action.
If your order has not arrived within a reasonable time, please contact us and we will investigate with the courier.
Allergens & Product Care
Ingredient and allergen information is provided on both our website and our packaging.
We cannot offer refunds or replacements where products have been:
- Stored incorrectly after delivery
- Damaged after delivery
- Purchased without consideration of the published allergen information
Your Consumer Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Contact Us
If you have any questions about your order, please contact:
Email: cocobroschocolate@gmail.com