Returns & Refunds

Our Returns & Refund Policy

Unwanted items: 

You can cancel or return your order within 14 days of receipt for any reason. Please notify us within this time by either emailing us at info@maplechocs.co.uk or calling us on 01656784200.
Please return the items to us at your own expense with the items being in its original condition and packaged securely with the returns form completed. By original condition we mean the product it unused and all original packaging and labels are intact. 
Please use a trackable postal service when returning your items and keep your proof of postage. All items should be returned to Maple, 53 John Street, Porthcawl, CF36 3AY.
If you have requested a refund we will refund the amount you paid (excluding cost of postage) using your original payment method. The refund will be processed as soon as the goods have arrived back to us and we have confirmed they are in re-saleable condition.  If you would like an exchange, please call or email us and we will try to help with your request. 
The following products won't be eligible for refund (unless faulty/damaged/not a described)
- Perishable goods which have an expiry date (This includes all confectionery)
- Products that have been personalised for you (personalised ribbon* & personalised ornaments)
- Products that cannot be returned for hygiene reasons (Earrings / face coverings / swimwear)
*If the personalised ribbon is around an item eligible for a refund then it is only the cost of the ribbon which can not be refunded.
This does not affect your statutory rights. 

Damaged items: 

If your order has arrived damaged please contact us by phone or email as soon as possible and within 14 days of receipt. 
We may require you to send back the damaged good. We will cover the expense of postage. Once the goods arrive back to us we will offer a replacement or full refund. 
Proof of breakages - we reserve the right to ask customers to provide photographic evidence of broken or damaged goods at our own discretion. 

Faulty items:

If your item is faulty or develops a fault soon after purchase please contact us by phone or email as soon as possible. We can offer a replacement or full refund within 30 days of receipt of your order. 
We may require you to email us over a picture or send back the damaged good. We will cover the expense of postage. Once the goods arrive back to us we will offer a replacement or full refund.

In Store Returns Policy

Please note our online refund policy differs to our in store policy. Please visit our shops in Porthcawl for further information.
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