Política de reembolso

Iain Burnett Highland Chocolatier is committed to providing you with excellent service.  Please contact us with your comment on any aspect of our products or service and we will respond quickly.

Products & Offers

All our products may contain traces of nuts, soy or milk. All offers are not available in conjunction with other offers and may be used only once per customer.  Any offer without a specified expiry date is valid for up to a week.  All offers may be altered or discontinued early without notice as stocks require. The prices payable for products are indicated on the website and may be altered until full payment has been received.  There is a charge for delivery as indicated during the ordering process. You are not permitted to sell, or offer for sale or re-sell any of our products without our written consent.

Personalised and Bespoke Orders

For personalised or bespoke products all necessary artwork and associated set-up costs must be received at least 4 weeks prior to the intended delivery date.  The layout of the artwork must be approved by an authorised person in your business, prior to any printing being carried out. All set-up costs are non-refundable and your permission is granted to use your artwork for the purposes of fulfilling the order and for demonstration purposes.

Delivery

We will deliver the products ordered by you to the address you give us for delivery at the time you make your order.  It is your responsibility to provide us with accurate delivery address details, we will not check or verify addresses and messages supplied by you.  Orders collected from us by your representative are considered delivered from that time.  No responsibility can be taken for heat damage – while we take the utmost care in packaging, the customer takes full responsibility for the risk of heat damage when requesting us to ship to addresses in regions of warm weather (over 20C) or if you require it to pass the equator.  You must ensure someone will be available to immediately receive the delivery on the range of possible delivery days in order to avoid delays, additional handling, deliveries being left in a warm place, or your need to arrange collection from the courier office after the first delivery attempt.  We shall have no liability for any cost, failure or delay in delivery of products or for any damage or defect to products delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation to, customs controls, fees and duty, strikes, pandemic lock-outs, industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.

Personal Retail Purchase Additional Conditions

We must receive payment for the whole order including delivery before it can be accepted.  Once we have accepted your order, this brings into existence a legally binding contract between us. For any bespoke orders which are cancelled up to 30 days before dispatch or within 14 days following the delivery date, a payment of 60% of the order value must be paid to us.  In accordance with the Consumer Rights Act, food items are non-refundable after dispatch, unless faulty.  If we are unable to deliver to your area or if a product you ordered was listed at an incorrect price, we reserve the right to cancel your order.   In this situation we will notify you by phone or email and will re-credit to your account any sum deducted as quickly as possible.  If we have insufficient stock to deliver your order we will contact you to offer a substitute product and advise of an availability date.   We will not be obliged to offer additional compensation.

Cancellation

Reservations for timed Chocolate Tasting events are not confirmed until paid and are non-refundable if cancelled within 48 hours of the reserved time (2 weeks if paid by a trade client), and arrivals more than 15 minutes late are considered cancelled.  Product orders for delivery may be cancelled, for any reason, in writing up until 14 days after delivery and are returnable at your expense if unopened and within 14 days of delivery, for a full refund of any faulty order including the postage originally paid.  In accordance with the Consumer Rights Act, food items are non-refundable after dispatch, unless faulty.  The cancellation period will expire after fourteen days from the day on which you, or a third party indicated by you (other than the carrier), received the goods. A credit will be paid within 14 days of us receiving proof of posting for the agreed returned goods or if there were no goods supplied, within 14 days of us being informed of your decision to cancel.  We may make a deduction from a refund for loss in value of any goods returned, if the loss is the result of unnecessary handling by you beyond what is necessary to establish the nature and characteristics of the products.  If the products we deliver are not as ordered, or were damaged or defective at time of delivery, or if you do not receive the products ordered, you must notify us by phone or by email within 24 hours of scheduled delivery time.  We shall have no liability to you other than as set out below.  If you notify a problem to us under this clause, our obligation will be:

- to make good any shortage or non-delivery;

- to supply and deliver substitute products if your original choice cannot be delivered for any reason;

- to replace any products that are damaged or defective (unless heat damaged when you have requested shipping through an area with temperatures over 20C);

- or to credit to you the amount paid by you for the products in question within 30 days. We will notify you of any refund via e-mail within a reasonable period of time.  If we request you to return the products you must make them available for collection on the day specified, or you must arrange the return and we will reimburse reasonable cost.  They must be unopened and in original packaging.

We will process the refund within 14 days of the day we confirmed that you are entitled to a refund for defective goods. We will make refunds using the same payment method you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement.