Returns, Cancellations & Exchange Policy

RETURNS, CANCELLATIONS & EXCHANGE POLICY

TERMS AND CONDITIONS:

For most products, the customer has 28 days to notify the seller if she/he wants to cancel the order or exchange the item. The cancellation period expires in 28 days from the day on which the goods were ordered. This applies to cancelable goods (there’s a guide below to help you see what’s cancelable and what isn’t).

ORDER CANCELLATION, OR RETURN OR EXCHANGE A PRODUCT

The customer contacts us (the seller) to let us know that they wish to cancel their order, or return or exchange a product by either:

a) outlining this to us (the seller) directly by signing in to their account, clicking ‘my account’ at the top of the page, clicking ‘my orders’ within this menu, picking the order they want to return and then clicking on ‘contact the seller’ where they can upload information; OR

b) By going to the 'customer contact' page and choosing "cancel order" from the drop-down menu.

If already received, the item can be packaged and sent back to us (the seller) within 14 days of letting us know a cancellation is (we recommend the use of a signed-for delivery service with proof of postage). Please note that the cost of returning the product is borne by the customer.

As the seller’s payment agent, NOTHS processes the refund directly to the customer’s payment card, in no more than:

a) 14 days after the day the product is received by us; or

b) if earlier, 14 days after the date evidence of return has been provided; or

c) if there were no goods supplied, 14 days after the day on which the customer informed (us) the seller (via Step 1 above) about their decision to cancel your order.

The customer is requested to please not destroy or throw away any product, even if it’s faulty, before they’ve spoken to us (the seller) and agreed that doing so won't affect any refund they may be entitled to.

The customer is liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while they are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).

If the customer has any further questions, they get in touch with our customer service at customerservice@chocolatelibrary.co.uk or call us at 0131 337

Gift vouchers are refundable within seven business days of purchase.

WHAT ITEMS CANNOT BE RETURNED

Some items are non-cancelable and non-refundable:

Anything that’s made to the customer’s specific requirements (ie: outside of standard customization options offered by us to all customers), is personalized or otherwise can't be resold due to a bespoke element

To avoid disappointment, the customer is advised to check whether an item is cancelable or non-cancelable before ordering.

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