Returns & Refunds Policy

Last updated: 22 October 2026

At Choco Daisey, we want every order to bring a little sweetness to your day. We take pride in offering quality sweets, chocolates, snacks and treats.

If you're not completely satisfied with your purchase, we're here to help. Please read our Returns & Refunds Policy below.

Nothing in this policy affects your statutory consumer rights.

1. Our 30-Day Returns Policy

We offer a 30-day returns policy, meaning you can request a return within 30 calendar days of receiving your order.

To qualify for a change-of-mind return, your item must:

• Be completely unopened and unused.

• Be in the same condition in which you received it.

• Be returned in its original packaging.

• Have all original seals, labels and protective packaging intact.

• Be accompanied by proof of purchase or your order number.

• Be within its expiry or best-before date.

Important: For food safety and hygiene reasons, we cannot accept change-of-mind returns for sweets, chocolates, snacks or other food products that have been opened, consumed, used or had their packaging seals broken.

Certain products may be excluded from change-of-mind returns, as explained below.

2. How to Request a Return

To request a return, please contact our customer support team within 30 days of receiving your order.

Email: 

Please include:

• Your full name.

• Your order number.

• The item or items you wish to return.

• Your reason for requesting a return.

Our team will review your request and provide return instructions and the correct return address.

Please do not send any items back without contacting us first.

3. Non-Returnable Items

Due to the nature of our products, certain items cannot be returned for a change of mind.

These include:

• Opened or partially consumed sweets, chocolates or snacks.

• Products with broken, damaged or removed safety seals.

• Food products that have been used or are no longer in their original condition.

• Perishable products liable to deteriorate or expire rapidly.

• Personalised or custom-made products, where the applicable legal exemption applies.

• Products damaged through improper handling or storage after delivery.

For food hygiene and customer safety, returned items must meet our eligibility requirements.

These exclusions do not affect your statutory rights if an item is faulty, damaged or not as described.

4. Return Shipping Costs

If you are returning an eligible item because you have changed your mind, you are responsible for the return shipping costs.

We recommend using a tracked postal service and keeping proof of postage until your refund has been completed.

If an item arrives damaged, faulty or incorrect, we will cover reasonable return postage costs where required by law.

5. Refunds

Once we receive your returned item, we will inspect it to confirm that it meets our return conditions.

We will notify you whether your refund has been approved.

If approved:

• Your refund will be issued to your original payment method.

• We aim to process refunds within 7 working days of receiving and inspecting your return, subject to applicable legal deadlines.

• Your bank or payment provider may take additional time to display the refunded amount.

For eligible orders cancelled under your statutory 14-day cancellation rights, we will also refund the original standard delivery charge, where required by law.

For returns under our extended 30-day policy after the statutory cancellation period, original delivery charges are non-refundable unless the item is faulty, damaged or incorrect.

Refunds required by law will always be processed within the applicable statutory timeframe.

6. Damaged, Faulty or Incorrect Orders

We carefully pack our products to help ensure they arrive in excellent condition.

However, if your order arrives damaged, faulty, incomplete or incorrect, please contact us as soon as possible after delivery.

Email: 

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs of the affected item and packaging, where possible.

We will review the issue and arrange an appropriate resolution, which may include a refund or replacement in accordance with your consumer rights.

Please retain the product and packaging until we have reviewed your request, where reasonably possible.

Our unopened and unused return requirements do not prevent you from exercising your statutory rights in relation to faulty or misdescribed goods.

7. Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

If you would like a different product, flavour or selection, please return your eligible unopened item for a refund and place a new order.

If you receive an incorrect or faulty item, we will help resolve the issue in accordance with your statutory rights.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we will do our best to cancel it and arrange a refund.

Once an order has been dispatched, cancellation and return requests will be handled in accordance with this policy and your statutory consumer rights.

9. Missing or Delayed Refunds

If you have not received an approved refund, please first check your bank account or original payment provider.

Refunds may take additional time to appear depending on your payment provider.

If you have still not received your refund after the expected processing period, please contact our customer support team so we can investigate.

10. Your Statutory Consumer Rights

Under UK consumer law, customers purchasing eligible products online generally have the right to cancel within 14 days of receiving their goods, followed by another 14 days to return them.

Certain exceptions apply, including products liable to deteriorate or expire rapidly and qualifying sealed goods that have been unsealed and cannot be returned for health or hygiene reasons.

Our voluntary 30-day returns policy provides additional flexibility for eligible unopened and unused items.

Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described.

If a product is faulty, damaged or not as described, you may be entitled to a refund or another appropriate remedy regardless of our change-of-mind return restrictions.

Nothing in this policy excludes, limits or overrides your statutory consumer rights.

11. Contact Us

If you have any questions regarding returns, refunds, cancellations or your order, please contact:

Choco Daisey

Email: 

Return Address: