Terms & Conditions
Terms & Conditions
Please read these terms and conditions carefully before using our website operated by The Cocoabean Company. These terms tell you about the way you can use our website and apply to all visitors, users and others who access or use the site. By continuing to browse our site you agree to be bound by these terms & conditions. If you do not accept these terms & conditions, you must not use our site.
The term “products” or “goods” refers to physical items bought from our website shop.
The term “services” or “events” refers to tickets purchased from our events section.
Accuracy
We do our best to ensure that information on the Site is complete, accurate and current. Despite our efforts, however, information on the Site may occasionally be inaccurate, incomplete or out of date. All specifications, products, descriptions and prices of products on the Site are subject to change at any time without notice. We make all reasonable efforts to accurately display the attributes of our products, including the design and colours. However, the handmade nature of our products means that this may vary. We make all reasonable efforts to accurately describe our services however final details are subject to change.
Placing an Order for Goods
We accept all major debit and credit cards. We will take payment form your card at the time you place an order. All credit card details are entered on to a secure page and are transferred using the SSL encryption method.
The Cocoabean Company gift vouchers are not redeemable on our online shop at this time.
After you place your order, you will receive an email receipt of payment from World Pay with a total cost of the order (including delivery where applicable) and an order number.
Once an order has been made it is final and non-refundable. We are unable to amend it or merge it with other orders. It is highly unlikely we will be able to change the delivery address or contact information either so please check all order details before confirming and paying for your order. We are not responsible for incorrect delivery addresses.
Although we hope to be able to supply all products and services ordered, we reserve the right, at our discretion and without the need to give reasons, to refuse any order. If we refuse your order we will let you know as soon as reasonably possible.
Pricing Errors
If we discover an error in our pricing we will inform you as soon as possible and you will then be given the option of cancelling or re-confirming your order at the correct price. If for any reason we are unable to contact you using the contact details you have provided we will treat the order as cancelled and notify you by email.
Delivery of Goods
All our chocolate products are hand made to order so please allow up to 5 – 7 working days for production, after which point your order will be dispatched. We will endeavour to dispatch all orders as quickly as possible. This does not apply to pre-order items. Pre-order items will be dispatched at the date advertised.
If you opt for “Collection” then your order can be picked up between 10am – 5pm, 7 days a week and no less than 72 hours after placing your order. Should you require an alternative collection time please contact us.
When production gets busier, there may be times where delivery takes longer than normal. Including (but not limited to) the weeks leading up to Christmas and Easter.
We use a third party courier to deliver our orders. Once a parcel has left us, we have very little control over how it is handled by the courier. We will do what we can to assist in tracking a delivery however we cannot be held responsible for any losses incurred due to delays out with our control.
Tracking information will be sent directly to you, via the courier, if you have provided a contact number and/or email address at the time of ordering. If the delivery date/time is not suitable, your parcel will be left in what is deemed “a safe place” by the delivery driver. We would highly recommend stipulating your own “safe place” via the couriers app once you have received tracking information. Please note, if you do not specify a safe space and it is picked by the driver, this is at your own risk.
Neither we, the company, nor our third party couriers, take responsibility for theft of goods after the order has been marked as delivered.
Damaged/Incorrect/Missing Items
We want nothing more than your chocolate to arrive correctly and in the very best condition. However, despite our greatest efforts, issues can arise from time to time.
Please inspect your order upon receipt and let us know immediately (and no later than 24 hours after receipt) if the item(s) are defective, damaged or incorrect, so that we can evaluate the issue and respond appropriately.
When contacting us regarding an issue with your order, you must include full and clear photographic evidence of the product(s) (untampered) and the packaging it arrived in. If your complaint is in regards to more than one product, we require at least one picture showing all products together in the same image.
Late Delivery / Lost Parcels
For missing parcels, please contact us as soon as you suspect there may be an issue so that we can investigate.
We will only consider replacement/refund after there has been 5 days of non-movement on the couriers tracking system.
Reasons not covered by our refund/replacement policy
A “change of mind” is not eligible for a refund.
All our products are handmade, by a team of people therefore no two bars will be identical. Refunds will not be given for variance to the bar i.e. thickness of chocolate, decoration of bar etc unless at managements discretion.
Since taste is a very personal matter and subjective we cannot accept refund/replacements requests simply because you do not like the taste and/or texture.
We take great care in the making and packing of our products however chocolate is fragile. Therefore, small cracks and imperfections will not be covered within our refund policy unless deemed by us (the company) to be an unacceptable level of damage. This is because the product is still fit for consumption.
Some of our products come with a short shelf life, which will be clearly stated on the product description. Please be mindful of this when placing your order as complaints about short shelf life will not be eligible for refunds/replacements.
Chargebacks
If you have reached out to us please allow us time to respond. Please do not file chargebacks. These are extremely destructive to small businesses like ours and will result in all future orders being pre-emptively cancelled. They will also add a considerable amount of time to the issue being dealt with versus dealing with us directly. Should there be issues or questions about your order please reach out to us.
Event Tickets
Terms and conditions for any of our events are displayed within our booking system. Please refer there or get in touch via sales@thecocoabeancompany.com if you have any queries regarding an event booking.
Allergen Information
All chocolate products sold on this website will be sent with nutritional and allergen labels. If you require any information on a specific product, please get in touch at sales@thecocoabeancompany.com.
Changes
We reserve the right, at our sole discretion, to modify or replace these Terms & Conditions at any time.
Contact Us
If you have any questions about these Terms & Conditions, please contact us.
The Cocoabean Company Ltd
Ashland, Twynholm, Dumfries & Galloway DG6 4NP
01557 860608
sales@thecocoabeancompany.com
