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Refund policy

 

  • 6.1 You can always end your contract with us. Your rights will depend on what you have bought, whether there is anything wrong with it, how we are performing and whether you are a consumer or business customer.
  • 6.2 If you are a consumer or business customer you have a right to end your contract with us because of something we have done or are going to do. In this case, we will refund you for any Products which have not yet been provided. The reasons are:
    • 6.2.1. we have told you about an upcoming change to the Product or these Terms and Conditions which you do not agree with;
    • 6.2.2. we have told you about an error in the price or description of the Product you have ordered and you do not wish to proceed; or
    • 6.2.3. there is a risk that supply of the Products may be significantly delayed because of events outside our control.
  • 6.3 If you are a consumer you may have a right to end the contract if what you have bought is mis-described or damaged. We are under a legal duty to supply Products that are in conformity with this contract. If you wish to exercise your legal rights to reject Products you must post them back to us. We will pay the costs of postage. Please contact us using the details at clause 16 for a return label.
  • 6.4 If you are a consumer, you have the right to change your mind about Products you have purchased within fourteen (14) calendar days of delivery of the Product and then to return the Product within fourteen (14) days of termination. The right of withdrawal referred to in this clause does not apply to personalised Products. If you exercise the right to change your mind:
    • 6.4.1. you must  inform Tony’s Chocolonely of this decision by email within the aforementioned fourteen (14) calendar days. You are not obliged to state the reason of the termination. After termination, you will receive an email from Tony’s Chocolonely containing instructions about how to  return the Product;
    • 6.4.2. as soon as possible, but within fourteen (14) calendar days of termination of the contract, you must  return the Product to Tony’s Chocolonely. The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lies with you;
    • 6.4.3. we will only accept return shipments if the Product is (in the original packaging and) undamaged. The basic principle here is that you may only handle and inspect the Product as you would be allowed to do in a store. Return shipments must be properly packaged. Any shipping costs for returns are to be borne by you – we will not accept your return otherwise.
    • 6.4.4. After receipt of the Product, Tony’s Chocolonely will send you a confirmation of receipt. Within fourteen (14) calendar days of receipt of the return shipment of the Product, Tony’s Chocolonely will reimburse the payment of the Product to you, including delivery fees.