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GUARANTEE
We are confident of the quality of our Chocolates
and we offer a full money back guarantee. If you do not like our Chocolates, just contact us by
any of the means listed here within 10
days of despatch date, tell us why you did not like them and we will immediately authorise a return
of the remaining product for a full refund of product cost - subject to the following -
-
Because our Chocolates
are perishable food items, we regret we cannot accept applications for returns after 10 days from
the despatch date.
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Once
authorised, returned goods must reach us within 10 days of the date of authorisation.
-
Refunds
due under 1 & 2 above will be issued on the next working day after goods are received by us.
Refunds will be made by the same method as the original payment. If goods are not returned or are
returned late we reserve the right to refuse refunds at our discretion.
DAMAGED
GOODS: If goods are damaged in transit or in the unlikely event of their
being defective (excluding damage to chocolate products caused by high ambient temperatures) or the
order was incorrectly fulfilled, contact us immediately with the details and we will authorise their
return for a replacement at our cost or a full refund (including postage and handling charges) -
Your Choice.
REFUNDS:
We normally issue refunds on the next working day after the day we receive the
returned goods but in any event, not later than 30 Days from the date the refund was requested.
Subject to any relevant conditions being met in full.
SUBSTITUTION:
Goods will not be substituted without your permission, in the unlikely event we are
out of stock you will be contacted by email with alternative options including the option to cancel
your order at no charge.
CANCELLATION
OF ORDER: (non perishable goods only): You may cancel orders for
non perishable items at any time within 14 days of order without reason, for a refund of the full
purchase price less postage and packing charges. Conditional on the return of goods to us un-opened
in their original packaging and condition within 14 days from date of cancellation.
CANCELLATION
OF ORDER: (perishable goods): Our Chocolates have a short shelf
life and are perishable therefore we can only accept cancellation prior to dispatch of order. Once
dispatched we cannot accept cancellations.
RESPONSIBILITY
FOR RETURNED ITEMS: Unless otherwise stated in these terms and conditions,
returning items under this Guarantee is the responsibility of the purchaser, we do not accept
responsibility for return postage costs or items lost or damaged in transit to us or in any other
circumstances beyond our control, except where specified in these terms and conditions or at our
discretion.
DESPATCH
& DELIVERY: Our Standard Free Delivery
method is by Royal Mail 1st Class Post (UK) or Royal Mail Airmail Signed For Service
(International) neither of which is a guaranteed service. We make every effort to dispatch orders on
time and you should receive delivery of goods within the Royal Mail published timescale guidelines
however, we rely on the Royal Mail and/or their international delivery partners for prompt delivery
and cannot accept responsibility for late arrival due to delays in the post which are beyond our
control. If you are not happy entrusting delivery to 1st Class Mail (UK) we offer a guaranteed next
day delivery service (UK Only) at extra cost. We regret we cannot offer a guaranteed service for
international deliveries.
INCORRECT
DELIVERY INFORMATION: We rely on the information provided
by purchasers for making up orders and for correct delivery, therefore it is unreasonable to expect
us to accept responsibility for problems arising from information incorrectly supplied by the
purchaser and we cannot accept responsibility in these circumstances.
DELIVERY
TO HOT COUNTRIES: We do not recommend sending chocolate to hot countries
or during heat waves in the UK, and while we take every precaution to ensure orders arrive in good
condition we cannot accept responsibility for damage caused to chocolate products by high ambient
temperatures.
LATE
DESPATCH OF ORDERS: Where we cannot despatch orders within our published
timescale, you will be contacted by email with the reason for the delay and a new dispatch date. You
may then either accept the new dispatch date or cancel your order.
PRICES:
We reserve the right to alter prices without notice, however we guarantee
the price you pay will be the price published on this web site at the time and date you placed your
order.
We
reserve the right to refuse any order without reason.
Credit
Card Fraud - We take credit card fraud very seriously and reserve the right to carry out any checks
we deem necessary to validate credit card transactions.
These
conditions do not affect your statutory rights.
COMPLAINTS
If
you have a complaint please contact us as soon as possible with the details, 'we endeavour to
respond to all complaints by the next working day and undertake to keep you fully informed of
progress if your complaint cannot be resolved immediately.
CONTACT DETAILS
If you wish to contact us or have a complaint or wish to return
goods under Guarantee we can be contacted by any of the following means:
Email:
Office Hours (GMT/BST) 10:00 -
13:00 - 14:00 - 16:00 - Monday to Friday
Phone (Standard Rate - Office
Hours Only)
- UK: 01277 890230 -
- International: +44 1277 890230
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Mail: Aphrodite Chocolates,
America Farmhouse, High Laver, Chipping Ongar, Essex. CM5 0JQ. UK.
SECURITY: We
are 'Verified by Visa' and 'Mastercard SecureCode' enabled. Our payment system uses the very
latest secure server technology and 128 bit data encryption throughout - this is the same security
standard as all major banks and financial institutions. All credit/debit card information and
payments for online orders are processed through the Protx Secure Payment Gateway, we do not see or
hold your credit card information on our systems, so what we haven't got can't be stolen...
CARD
PROCESSING - Credit Card transactions are processed by
HSBC Bank Plc and are billed under the account name, Aphrodite Chocolates which is the name that
will appear on your Credit Card statement.
PRIVACY
STATEMENT
We
collect the minimum information required to process your order, protect ourselves and customers
against fraud and provide you with the service you have requested.
We will only use the
information supplied by you lawfully, in accordance with the United Kingdom Data Protection Act
1998.
The information we
collect from you will comprise:
We
do not ask for or attempt to obtain by any means any other information about you whatsoever.
The
contact information and address details you supply are for our use only in executing your order, we
guarantee no information will be passed to anyone else.
We will not collect and
hold on record any other sensitive information about you without your explicit consent.
The information we do
hold will be accurate and held securely in accordance with the law and our own internal security
policy and kept up to date and will relate to your purchases and associated correspondence only. You
can check any information that we hold about you simply by contacting us. If you find there are
inaccuracies we will correct them promptly.
We will not transfer
information provided by you outside the EEA (European Economic Area) without first obtaining your
consent.
We do use technology
which monitors the IP addresses of visitors to our site to assess which pages on our web site are
the most popular and for use where fraudulent activity has taken place. We do not use technology to
collect personal data or other information.
Please be aware that if
you check the 'Remember Me' button during the checkout procedure a 'cookie' will be stored on your
own computer web browser containing your name and address information only. No other 'cookies' will
be used by us. Note: A Cookie is a small file which our secure ordering system can retrieve from
the Cookies folder on your web browser when you use our online shop.
EMail
Policy
You will receive email
from us only in relation to your order and/or in response to other correspondence or dealings with
us. Other than this we will not e-mail you in the future unless you have opted in to our Newsletter
email list.
You can have yourself
removed from our opt-in Newsletter email list at any time simply by clicking here Remove
Me, fill in your username and email and you will be removed promptly.
If you have any
questions or comments about our guarantee, terms and conditions or privacy policy please contact
us
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