Refunds & Returns Policy

Last updated: 12 October 2026

These terms apply to orders placed through our website for Cocoa & Co and Murphy & Maeve products. In this policy, “we”, “us” and “our” mean Rhia Lynch, trading as Cocoa & Co and Murphy & Maeve, of 3 Verity’s Court, Cowbridge, Vale of Glamorgan, CF37 7AJ, Wales. Email: info@cocoandco.co.uk. Telephone: 01446 775729.

Your Legal Rights

The goods we sell must be of satisfactory quality, as described and fit for their purpose. If an item is not, you have legal rights that this policy does not limit. The remedy available depends on the circumstances and the type of problem. In many cases, consumers have a 30-day short-term right to reject faulty goods; the application of that right depends on the facts and the expected life of the product. After that, repair or replacement may be available, followed where appropriate by a price reduction or refund. If we send the wrong item, please contact us so we can put it right.

Personalised and Bespoke Products

We do not offer refunds or cancellations for change of mind on personalised or bespoke chocolates, gifts, hampers or special occasion orders where the goods are made to your specifications or clearly personalised and the statutory cancellation exception applies. This does not affect your legal rights where goods are faulty, damaged or not as described. Please see our Cancellation Policy for further details.

Damaged, Incorrect or Faulty Items

If your order arrives damaged, contains an incorrect item, or there is a problem with a product, please contact us as soon as possible, ideally within 2 working days of delivery. Our products may have a limited shelf life, so prompt notice helps us investigate and protect other customers. This is a request to help us investigate, not a deadline that removes your statutory rights.

Where reasonably possible, please send clear photographs of the product, its packaging, the outside of the parcel (including the delivery label) and the best-before date. Please keep the product and packaging until we tell you whether we need them. We may ask for further information or, where appropriate, to inspect or have the item returned. We will usually ask for photographs first rather than asking you to post food or chocolate back.

We assess claims individually and may decline a claim where a reasonable investigation does not support it. We will not refuse a remedy to which you are legally entitled solely because a photograph is unavailable. Your statutory rights are not affected.

Chocolate Affected by Heat

If chocolate arrives melted or softened because of its journey, please contact us as soon as possible and send photographs if you can. We will investigate and provide an appropriate remedy where the goods have not arrived in the condition required by law.

After delivery, store chocolate somewhere cool and out of direct sunlight. We cannot accept responsibility for chocolate that softens or melts after delivery because it was left in direct sun, a porch, conservatory, outbuilding, vehicle or another warm place under your control. If the carrier leaves your parcel somewhere you did not authorise and the chocolate is affected by heat, please contact us. See our Delivery Policy.

Change of Mind (Online Orders)

For online orders, you may have a statutory right to cancel within 14 days even if nothing is wrong with the goods. The exceptions and process are set out in our Cancellation Policy. There is no statutory change-of-mind cancellation right for goods made to your specifications or clearly personalised; we do not offer change-of-mind refunds for personalised chocolates, bespoke chocolate gifts, hampers or special occasion orders once accepted. This does not affect any legal remedy where goods are faulty, damaged or not as described. Other exceptions may apply to goods liable to deteriorate or expire rapidly, or sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions depend on the product and circumstances; not every food or chocolate product is automatically excluded.

The statutory 14-day change-of-mind right generally does not apply to purchases made in our physical shop. Your legal rights for faulty, damaged or misdescribed goods apply regardless of where you bought them.

Murphy & Maeve Dog Treats

Murphy & Maeve treats are complementary treats, not a complete diet. Please follow the feeding guidance on the pack. If your dog seems unwell after eating a treat, stop feeding it and speak to your vet, and please let us know so we can check the batch.

Change-of-mind returns of dog treats are subject to the cancellation rules described in our Cancellation Policy. Opened packs are not automatically excluded in every circumstance, but the statutory hygiene exception may apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. Faulty, damaged or incorrect products remain covered by your statutory rights.

Return Costs

If you return an item because you have changed your mind and the statutory cancellation right applies, you pay the direct cost of returning it, provided we gave you the required information about this before purchase. We recommend a tracked postal service and keeping proof of postage.

If an item is faulty, damaged on arrival or we sent the wrong item, we will cover reasonable return costs where a return is needed. Please contact us before sending anything back so we can advise you how to proceed.

Refunds

Refunds will be made to the original payment method unless you expressly agree otherwise. We will process refunds within the timeframe required by law. For statutory change-of-mind cancellations, this is generally within 14 days after we receive the goods back or receive evidence that you have sent them back, whichever happens first; we may withhold the refund until then. For faulty, damaged or incorrect goods, the timing and amount of the remedy depend on the applicable legal right and circumstances.

Where you are entitled to a refund for faulty, damaged or incorrect goods, reasonable delivery costs will be dealt with in accordance with your statutory rights. For a statutory change-of-mind cancellation, the refund includes the cost of standard delivery, but not any extra cost of a more expensive delivery option you chose.

Missing Orders

If your order has not arrived, please contact us. We will check the tracking and deal with Royal Mail ourselves, and arrange an appropriate remedy if the parcel cannot be located. See our Delivery Policy. Please report the issue promptly to help us investigate; this does not remove any statutory rights.

How to Request a Refund or Report a Problem

Please email info@cocoandco.co.uk with your name, order number and details of the problem. Include photographs where relevant and reasonably possible. For a change of mind, follow the steps in our Cancellation Policy. Please do not send food or chocolate back before contacting us so we can tell you whether a return is needed and where to send it.

Your statutory rights are not affected by this policy.