Refund Policy

RETURNS & REFUNDS POLICY

Last updated: 31 August 2026

We carefully prepare and package every CoCoAura order. If something is not right, please contact us at cocoaura.uk@gmail.com and we will do our best to resolve it promptly.

  1. Cancelling before dispatch

If you wish to cancel or amend an order, contact us as soon as possible.

If your order has not been prepared or dispatched, we will try to cancel it and provide a full refund. We cannot guarantee that amendments or cancellations will be possible once fulfilment has begun.

  1. Change-of-mind cancellations

For eligible online purchases, you may notify us that you wish to cancel within 14 days beginning the day after you receive your order.

Chocolate and other food products must remain unopened, sealed, unused and in their original packaging to qualify for a change-of-mind return.

For health and hygiene reasons, we cannot accept a change-of-mind return once a food wrapper, seal or protective packaging has been opened or broken.

Products made to your specifications or clearly personalised may also be excluded from change-of-mind cancellation rights.

These exclusions do not affect your rights where a product is faulty, damaged, unsafe or not as described.

  1. Returning an eligible order

Please email cocoaura.uk@gmail.com before returning an order, stating your name, order number and the products you wish to return.

Eligible products must be returned within 14 days after you notify us of your cancellation. We will provide the appropriate return address and instructions. Refund delivery charge may apply.

Unless the product is faulty, damaged or not as described, you are responsible for the cost and safe return of the order. We recommend retaining proof of postage.

  1. Damaged, incorrect or faulty products

Please inspect your order when it arrives.

If your order is damaged, incorrect, faulty or materially different from its description, contact us as soon as reasonably possible at cocoaura.uk@gmail.com.

Please provide:

• Your name and order number.
• A description of the problem.
• Photographs of the product, external parcel and delivery label where possible.

Photographs help us investigate damage with the delivery provider, but this request does not limit your statutory rights.

Where appropriate, we will offer a replacement, refund or another remedy in accordance with UK consumer law. CoCoAura will cover reasonable return costs where goods are faulty, damaged or not as described.

  1. Heat damage

Chocolate is sensitive to temperature. We take reasonable care when packaging orders, but customers should retrieve delivered parcels promptly and store chocolate as instructed.

If your chocolate arrives melted or materially heat-damaged, contact us promptly with photographs of the product and packaging. We will assess the circumstances and provide an appropriate remedy where the product did not arrive in satisfactory condition.

  1. Missing orders

If tracking shows a problem or your order has not arrived within a reasonable period, contact us at cocoaura.uk@gmail.com.

We remain responsible for the order until it is delivered to you or to a person you have identified to receive it. Where an order is confirmed as lost, we will arrange a replacement or refund.

  1. Refunds

Once a return is received and checked, we will inform you whether the refund has been approved.

Approved refunds will be made to the original payment method. We will process eligible refunds within 14 days of receiving the returned goods or acceptable evidence that they have been sent back.

For an eligible cancellation of the complete order, we will refund the standard outbound delivery charge. Any additional amount paid for an enhanced or premium delivery service is not refundable unless legally required.

Your bank or card provider may require additional time to display the refund.

  1. Statutory rights

Nothing in this policy limits or excludes any rights you have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.

Contact: cocoaura.uk@gmail.com