Returns & Refund Policy

At Sam Joseph Chocolates, we want you to be happy with your order. If there is a problem with your purchase, please contact us and we will do our best to put it right.

This policy applies to purchases made through our website.

Food Products

As our chocolates, baked goods and other food products are perishable items, there are circumstances where you do not have a right to cancel an order simply because you have changed your mind, particularly once the products have been dispatched or where their nature means they cannot be returned safely.

However, this does not affect your statutory rights if a product is faulty, damaged, incorrect or not as described.

Damaged Products

We take care when packing your chocolates, but occasionally parcels can be damaged during delivery.

If your order arrives damaged, please contact us as soon as possible after delivery and provide:

• Your order number
• A description of the damage
• Photographs of the damaged product and packaging

This will allow us to investigate the problem with the delivery company and arrange an appropriate remedy.

Depending on the circumstances, we may offer a replacement, refund or other appropriate solution.

Incorrect Products

If you receive an item that you did not order, or something is missing from your order, please contact us as soon as possible.

We will investigate the issue and, where appropriate, arrange for the correct product to be sent or provide a refund for the affected item.

Faulty or Misdescribed Products

If a product is faulty, not of satisfactory quality or does not match its description, please contact us within 30 days.

Your statutory rights under UK consumer law apply, and we will provide the appropriate remedy depending on the circumstances. This may include a replacement, repair where appropriate, refund or other remedy.

Nothing in this policy limits or removes your statutory consumer rights.

Change of Mind

For products where the statutory right to cancel applies, you may have the right to cancel your order within 14 days of receiving the goods.

There are exceptions to this right, including certain perishable goods and goods that are unsuitable for return for reasons of health protection or hygiene once unsealed.

Because many of our products are handmade food items, the right to cancel may not apply to chocolates, baked goods and other perishable products in certain circumstances.

If you are unsure whether your order can be cancelled, please contact us before returning anything.

Non-Food Items

For non-food products purchased through our website, such as greetings cards or other eligible items, you may have a statutory right to cancel your order within 14 days of receiving the goods.

Where the right to cancel applies, you must notify us of your decision to cancel within the applicable cancellation period. The goods should then be returned within the required timeframe and should be kept in suitable condition while they are in your possession.

Unless the item is faulty, damaged or incorrect, you may be responsible for the cost of returning an item you have changed your mind about.

Refunds

Where a refund is agreed, we will normally refund the amount paid for the affected product using the original payment method.

Where you are legally entitled to a refund for an entire order, the refund will include the applicable standard delivery charge. We are not required to refund any additional delivery charge where you chose a more expensive delivery option than our standard delivery service.

Refunds will be processed within 14 days  after we have agreed that a refund is due.

Please allow additional time for your payment provider to make the funds available in your account.

Click & Collect

If you have selected Click & Collect and are unable to collect your order, please contact us as soon as possible.

As our products are food items, we may not be able to hold an order indefinitely. We will work with you to arrange collection or discuss an appropriate solution.

If a Click & Collect order is faulty, damaged or incorrect, please contact us and we will resolve the issue in accordance with your statutory rights.

Returns

Please do not send products back to us without contacting us first.

If we ask you to return an item, we will provide you with the relevant return instructions.

For food products, please do not return or dispose of a product before contacting us, unless it is unsafe to keep it.

How to Contact Us

If you have a problem with your order, please contact us at:

Email: info@samjosephchocolates.co.uk

Please include your order number and as much information as possible about the problem.

We aim to deal with problems quickly and fairly.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

Where a product is faulty, damaged, misdescribed or otherwise does not meet the requirements of UK consumer law, you may have rights to a repair, replacement, price reduction, refund or other remedy depending on the circumstances.

This policy does not affect those rights.

Sam Joseph Chocolates
Trading as SAM JOSEPH LIMITED
Company number: 09611248