Returns

Order Cancellation and Goods Return

We aim to provide you with all the information you need to make a fully informed decision when you make a purchase from this website.  We are very happy to help resolve any issues that you may have.  However should you wish to cancel an order or return unwanted goods, please follow the procedures detailed below to help us ensure cancellations/returns are processed as quickly and efficiently as possible.

Cancelling an Order Before Despatch

Simply log on to your customer account, note the order reference number and email the full cancellation details to IainBurnett@highlandchocolatier.com or contact us on 01887 840775.  Assuming the order has not been dispatched we will cancel and provide a full refund.

Cancelling an Order After Despatch - Right to Cancel

When you order goods on-line you have the right to cancel the contract at any time within the “cooling off period” of fourteen calendar days from receipt of the order, without having to give a reason.  To exercise your right to cancel, you must inform us (Details here) of your decision to cancel the contract by a clear statement (eg a letter sent by post or e-mail).  We will acknowledge receipt of your cancellation by email without delay.

Refunds

If you cancel the contract we will refund all payments received from you with in 14 days, including the cost of delivery (except for the supplementary costs arising if you chose a delivery method other than the standard delivery offered).

Note:  We may make a deduction from the refund for loss in value of any goods supplied and there may be additional conditions and charges if the products are bespoke and have been made explicitly for you (eg your own logo).  Please refer to the full Terms and Conditions.

Return of Goods

If we have asked you to return the goods, you must do so without undue delay, unopened and in excellent condition, and not later than 14 days from the day on which you communicate your cancellation from the contract to us.

Cost of Return

You will be responsible for the direct cost and arrangement of returning the goods.  We will normally ask you to return the goods using the same method by which you received them.  This may be collection by courier and you must make the goods available for collection. 

We reserve the right to make a charge, not exceeding our direct costs.  In this case we will contact you to make further arrangements and advise you of the cost of collection and return before proceeding.

Faulty Goods Returns

If you are not satisfied with a product after 14 days, please notify us at IainBurnett@highlandchocolatier.com or 01887 840775 immediately.  We will contact you directly and may ask you to return the goods and, subject to the nature of the issue we may provide a refund or, with your agreement, replace goods within 14 days.  Please refer to the full Terms and Conditions. 

Damaged Consignment

All deliveries must be inspected before signing for receipt.  Failure to do so may invalidate any future claim.  If there are any signs of damage to the delivery then you must sign as 'Damaged'.  Alternatively the delivery can be refused and then we should be notified immediately.

In the event that you receive and retain goods which have been damaged in transit please repackage them immediately and notify us within seven working days from the day after you receive delivery.  (Details here)

Important Information About Returns

Any time you need to return goods to Iain Burnett Highland Chocolatier we strongly recommend that you use a reputable carrier and obtain a receipt.  We recommend you use the same packaging unless it is no longer suitable.

Should you need any further information or assistance with any part of this process please do not hesitate to contact us on 01887 840775 or email IainBurnett@HighlandChocolatier.com