Refund and Returns Policy

Last Updated: 19 August 2026

Thank you for shopping at Adrian Oliver Chocolates (“we,” “us,” or “our”). We take pride in handcrafting high-quality, artisan chocolates.

Because our products are fresh food items, specific legal rules apply to cancellations, returns, and refunds under UK law. Please read this policy carefully before placing your order.

  1. No Right to Cancel (“Change of Mind” Returns)

Under Regulation 28(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard statutory 14-day cooling-off period (right to cancel or return goods for a full refund without giving a reason) does not apply to:

  • Goods that are liable to deteriorate or expire rapidly (perishable goods, including fresh chocolates and bonbons).
  • Bespoke or personalized items tailored to your specific request.

This means that once an order has been dispatched, you cannot return chocolates simply because you changed your mind, no longer require them, or do not like the taste.

  1. Cancellations Before Dispatch

If you wish to cancel an order after placing it online, you must contact us immediately at adrianoliverchoc@yahoo.com.

  • If your order has not yet been prepared or dispatched: We will cancel your order and issue a full refund to your original payment method.
  • If your order has already been dispatched: We cannot accept a cancellation or offer a refund due to the perishable nature of the food products.
  1. Damaged, Faulty, or Incorrect Items

Your legal rights under the Consumer Rights Act 2015 remain unaffected by the perishable exemption. If the goods you receive are:

  • Damaged in transit,
  • Faulty or unfit for consumption, or
  • Incorrect (different from what you ordered),

you are entitled to a replacement or a full refund.

What to do if your order arrives damaged or incorrect:

  1. Notify Us Promptly: Contact us within 48 hours of delivery (or as soon as reasonably possible) by emailing adrianoliverchoc@yahoo.com.
  2. Provide Proof: Include your order number, a brief description of the issue, and clear photographic evidence showing the outer packaging and the damaged/incorrect chocolates.
  3. Resolution: Once verified, we will offer to either:
    • Dispatch a replacement item at no additional charge to you, or
    • Issue a full refund for the affected item(s), including standard delivery charges.

Note: Please do not dispose of the item or packaging until you have contacted us, as we may request that you return the item for inspection.

  1. Failed Deliveries & Customer Responsibility

Because fresh chocolate requires timely delivery to maintain quality:

  • Accurate Address: You are responsible for providing an accurate and complete delivery address at checkout. We cannot issue refunds for orders delivered late or lost due to incorrect details provided by the buyer.
  • Receiving the Package: It is your responsibility to ensure someone is available to accept the delivery, or to collect the parcel promptly if left at a local pick-up point or safe place by the courier. We cannot accept liability or issue refunds for chocolates that melt, spoil, or are stolen because they were left unattended after a successful delivery attempt.
  1. Refund Process
  • Approved Refunds: Refunds will be processed within 14 days of approving your request or receiving the returned goods (where a physical return was requested).
  • Payment Method: All refunds will be credited back to the original payment method used during checkout.
  • Delivery Costs: If a return/refund is approved due to damaged, faulty, or incorrect items, we will cover the cost of return postage (or provide a prepaid returns label) and refund your standard initial shipping fees.
  1. Contact Us

If you have any questions regarding your order, delivery, or this policy, please contact us:

  • Email: adrianoliverchoc@yahoo.com
  • Address: 115 Park Road, Bolton, BL3 1DJ