RETURNS POLICY
Perhaps you got a faulty product. Or a chocolate bar with more than three sides (yikes!). In any case, please contact our Customer Relationship Centre via cs.toblerone@thehutgroup.com.
Please note that Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
PERSONALISED PRODUCTS
Regrettably, you cannot cancel, return or claim a refund for Personalised
Products (except where the products are faulty or not as described or as set
out below).
At the time of the delivery, you are asked to verify that the number of items being delivered corresponds to that indicated on the delivery confirmation and that the Products are intact, undamaged, not wet, and unaltered in any manner. In case you observe damage or missing items, you must notify our Customer Relationship Center within a reasonable period after you discovered the damage or missing item and not later than 30 days. We shall in such case provide you with identical replacement products.
In the event a Product is faulty or not as described, please contact our Customer Relationship Centre via
cs.toblerone@thehutgroup.com and provide evidence of this. Upon receiving satisfactory reasonable evidence, We
will re-process your order and arrange delivery of a replacement or refund.
Your legal rights regarding defective Products (those that are faulty or mis-described) are not affected by your rights
of return and refund in this Article or by anything in these General Conditions of Sales.
NON-PERSONALISED PRODUCTS
When you receive your item, you must check it as soon as possible following
receipt and always before use. Please ensure that a returns authorisation
number is obtained before attempting to return any items to us. Your right is to
change your mind. We've all done it, ordered something and then realised
later that it is no longer needed. You have 14 days to return your order under
our 14 day return period policy, which starts on the day after you received the
item. It's so simple, please follow the steps set out below. All items must be
returned unused and in the original packaging as they were when received.
by you. Please ensure that when you receive an item that you take reasonable
care of it when trying it /inspecting it eg. please ensure that any security seals
or tags are still intact.
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Our Returns
Policy for faulty items upholds your statutory rights.
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a
replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that
the item had been dispatched.
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06. What to do to return your item to us Contact us via cs.toblerone@thehutgroup.com. You must inform our customer service team of your order number, the item you are returning and the reason for the return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item Please package the item securely and include inside the package your order number, name and address Please obtain proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item. Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please, therefore, ensure that you send your item back to us using a delivery service that insures you of the value of the goods.
All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item. Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item.
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7
working days starting on the day after you received the replacement item and receive a refund.
Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives via cs.toblerone@thehutgroup.com or by post at Customer Service THG RETURNS - THG Omega Skyline Drive Great Sankey Warrington WA5 3UG.
