To be eligible for a refund, your item must be in the same condition that you received it, unused, uneaten, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a refund query, you can contact us at info@nirvanachocolat.co.uk. Please note that returns will not be necessary due to the nature of the product (food).
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
As all orders are made to order we cannot offer a refund if you have simply changed your mind once your items have left our premises and have been dispatched.
Great care is taken to package your order and avoid breakages and heat damage, we do ask that you are in to accept delivery of your order, especially during the summer months.
Your order will be dispatched with cool packs / summer packaging during the warmer months and I only post Monday to Thursday to avoid your packages being left in warm warehouses for long periods which could cause heat damage.
If you were not in to take delivery of your order, we cannot consider refunds due to heat damage where your order has been left for prolonged periods in the warmth of the full sun if you were not home / available to receive your order.
We cannot be held responsible for delays in the postal service but we will chase the post office / courier until delivery is made which is where our responsibility ceases.
Exceptions / non-returnable items
Food items cannot be returned, (perishable goods, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
Are not permissible.
Refunds
Refunds will be considered for breakages during dispatch, if you contact us within 24 hours of delivery and provide photographic evidence. We will notify you once we’ve received and reviewed your complaint, and let you know if a refund (partial or full) is approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Items sent back to us without first requesting a refund will not be accepted. remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your refund, please contact us at info@nirvanachocolat.co.uk.