Reply within: one working day
Refunds: 3 to 5 working days
Contact: team@cocoafoundry.co.uk
Refunds: 3 to 5 working days
Contact: team@cocoafoundry.co.uk
Policy
Returns
& Refunds
Straightforward returns, so you can get back to business.
The terms
Five terms, stated plainlyTerm 01
30-day window
Tell us within 30 days of delivery and return unopened, unused items for a full refund. That is our own commitment and it runs longer than the law requires.
Term 02
Sealed goods only
We supply food ingredients, so we can only take back product that is unopened and still sealed in its original packaging. Once a seal is broken we cannot accept it, unless the goods are faulty, damaged or not what you ordered.
Returned food is written off, never resold. We cannot verify how a product has been stored once it has left us, so we carry that cost rather than pass an unknown on to the next customer.
Term 03
Change of mind
If you ordered the wrong item or no longer need it, return postage is your responsibility. Use a tracked service. There is no restocking fee.
Term 04
Our error
If we ship an incorrect or damaged product, we cover return freight and issue a replacement or refund immediately. Tell us within 48 hours of delivery, with a photograph where you can.
Term 05
Trade and bulk
Orders above 25kg, and goods supplied to a specification agreed with you, sit outside these terms and are handled case by case. Contact wholesale@cocoafoundry.co.uk.
Buying as a consumer? You also have a statutory 14-day right to cancel. Our 30-day window sits on top of it and is more generous, so where the two differ, whichever gives you the better outcome applies. The full terms, including refunds, delivery charges and orders shipped outside the UK, are set out in our Refund policy.
The process
Three steps01
Initiate
Email team@cocoafoundry.co.uk with your order number and the items you need to return. Reply within one working day with instructions.
02
Label
Write your order number clearly on the outside of the return package. Prevents processing delays.
03
Resolution
Refunds processed within 3 to 5 working days of receiving returned goods.
Start a return
Order number + items to return · Reply within one working day