URGENT FOOD SAFETY ISSUES

Please use this link to report and food safety issues to us, please include were possible:

• Order number
• Batch Number
• Photos of the problem and packaging
• Description of the issue

Please click here.

RETURNS POLICY

Please see below for details of:

1.    Cancellation Period

2.    Non-Faulty Goods

3.    Faulty Goods

4.    Items Damaged in Transit

 

1.    Cancellation Period (applies to orders places within 14 days) 

If you wish to change or cancel an order please contact our Customer Services Team on Tel 01233 733399 (charged at basic call rate) or e-mail orders@chocobel.co.uk, if you contact us prior to order dispatch we will refund the whole order including shipping, this will be refunded within 14 working days of the notification.

If the items have been dispatched you will need to pay for collection from Paramount Contracts Ltd GB we can quote for this over the phone/e-mail at the time of notification or you can send back using your own courier service (all items should be sent to the address at the bottom of this webpage). Goods must be sent back within 14 days of the notification to cancel. We will need to collect the items or wait until the courier returns the rejected consignment before the refund can be processed, the refund will be processed within 14 working days of the items being returned to us. If upon arrival back too us the returned goods have diminished in value due to excessive handling buy the customer we reserve the right to deduct a value to cover the cost to us. Diminishment could include lack of original packaging, if the item as been used or damaged. All food consumable items must be unopened and seals intact due to food hygiene reasons. You have a legal duty to take reasonable care products in your possession, failure to do this could reduce your refund value.

We will not reimburse additional delivery costs requested by the customer for example Saturday delivery. We will only reimburse shipping cost of a pro rota basis, accounting for the size of the original order relative to the number of items being returned.

We are unable to accept returns on products(s) has/have been personalised, made to order or customised in any way. 

This returns policy does not affect your statutory rights. This policy is written inline with Distance Selling Regulations.    

2.    Non-Faulty Goods (Applies to orders placed over 14 days ago)

 

Items must return the item to Paramount Contracts GB Ltd unused and in its original condition. Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition. All food items must have seals and packaging intact for food safety reasons. You have a legal duty to take reasonable care products in your possession, failure to do this could reduce your refund value.

You will have to cover the postage costs of returning the goods. For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post, goods remain your responsibility until they are signed for at Paramount Contracts GB Ltd. 

Refunds will be processed within 14 working days of receipt back to our warehouse. We will not accept non faulty returns after 28 days.

Please contact a member of our Customer Services team on tel: 01233 733399 or email orders@chocobel.co.uk and they will instruct you on how to return the items and issue you with Returns Authorisation Code. All Items should be delivered to the address at the bottom of this web page.

We are unable to offer non-faulty returns (reported over 14 days from delivery) in the following instances: 

·        The products(s) has/have been personalised, made to order or customised in any way. 

·        The packaging or any of the individual product components, has been damaged. 

·        The product(s) is/are perishable. 

·        The item has been sold short dated on sale.

Refunds may be offered at the discretion of the management. 

3.    Faulty Goods

If you have a faulty item please contact a member of our Customer Services team on Tel 01233 733399 (or email orders@chocobel.co.uk ) and they will instruct you on how to return the items to us and issue a Returns Authorisation Code. Failure to do this will delay your return being processed. You have 30 days to return a faulty item form delivery.

We may ask for photo or video evidence of the fault prior to collection to decide on the correct course of action. Once the items in delivered back to JM Posner we will inspect the item to verify the fault. If we confirm it is faulty we will offer a repair, replacement or refund (refunds will be processed within 14 working days) depending on the individual case at Paramount Contracts GB Ltd's discretions.

We will collect the goods from you at our cost or you can send back using your own courier service and Paramount Contracts GB Ltd will reimburse the costs incurred*. Paramount Contracts GB Ltd shall pay you a reasonable** postage amount for the return of the product. We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery) but it may be necessary for us to arrange to collect certain items via a courier. 

* Please obtain a proof of postage costs so we can reimburse you the full amount. 

** Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of £15. We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary). If the postage costs are going to exceed £15 please contact us on Tel 01233 733399 for further advice. 

Any faulty machines items reported after 30 days of delivery will be covered by the machine warranty (see point 5).

   4. Items Damaged in Transit

Parcels or items damaged in transit must be reported within 3 days from receipt of delivery to orders@chocobel.co.uk please include photos of items, shipping label and packaging both internal and external. Please retain any damaged items and packaging until you have contacted us and we can ensure we have all the information we require. Once we have received notification of damage, along with the information required above we will discuss a resolution with you which may include replacement or refund.