Refund policy

Returns and refunds

We supply food ingredients, so this policy sets out plainly when you can send something back, how long you have, who pays the postage, and what happens to the goods afterwards. Nothing here affects your statutory rights.

Your 30-day return window

You have 30 days from the day your order is delivered to tell us you want to return it. That is a voluntary commitment we make on top of your legal rights, and it is longer than the law requires.

To start a return, email team@cocoafoundry.co.uk with your order number and the items concerned. We reply within one working day with instructions. You do not need to give a reason.

Your statutory right to cancel

If you are buying as a consumer rather than for a business, the law gives you 14 days from the day you receive your order to tell us you wish to cancel, and a further 14 days to send the goods back. Our 30-day window sits on top of that and is more generous, so in practice you should use it. Where the two differ, whichever gives you the better outcome applies.

Condition of returned goods

Because these are food ingredients, we can only accept a return where the product is unopened and still sealed in its original packaging, and where it has been stored as described on the pack.

Once a bag, pouch or carton has been opened or its seal broken, we cannot take it back. That is a food hygiene requirement covering sealed goods that are not suitable for return once unsealed. It does not apply where the product is faulty, damaged or not what you ordered, and it does not limit your rights in those situations.

Who pays the return postage

If you have changed your mind, you pay to send the goods back and we refund the rest. Use a tracked service, because the goods stay your responsibility until they reach us. We do not charge a restocking fee.

If the product is faulty, damaged in transit, or we sent you the wrong thing, we pay. We will arrange collection or refund your return postage, and you get a full refund including the original delivery charge, or a replacement if you prefer.

Damaged, short or incorrect orders

Check your order when it arrives. If anything is damaged, short or wrong, email us within 48 hours with your order number and a photograph where you can. We will put it right without argument.

Refunds

Once the goods are back with us and we have checked their condition, we process your refund to the original payment method within 3 to 5 working days, and in any event within 14 days.

Where you cancel inside the statutory 14-day period, we refund the price of the goods and the standard outbound delivery charge, though not any upgraded delivery you chose. Where you return between day 15 and day 30 under our voluntary window, we refund the price of the goods.

What happens to returned food

Returned food is not resold. Once a product has left our control we cannot verify how it has been stored, so anything that comes back is written off, whatever its condition on arrival. We would rather carry that cost than pass an unknown on to the next customer.

Trade and bulk orders

Orders above 25kg, and any goods supplied to a specification agreed with you, sit outside this policy and are handled case by case. Business buyers do not have the statutory cancellation right described above. If something is not right with a trade order, contact wholesale@cocoafoundry.co.uk and we will deal with it directly.

Orders outside the United Kingdom

The same 30-day window and the same conditions apply. You pay the return carriage and any charges raised on the return leg. We cannot refund import VAT or duty you paid on the way in, because those are levied by your own country and not by us. Consumers in the EU and EEA keep their equivalent local cancellation rights.

Contact

CocoaFoundry, 9 Bramley Place, Great Baddow, Chelmsford, CM2 9TF, United Kingdom
team@cocoafoundry.co.uk · 07956 683347