Terms and conditons
Neuhaus Chocolates aim to deliver the best possible customer experience, and we therefore adhere to and if possible exceed, all current and proposed legislation in addition to trade body guidelines. If you have sent chocolates, or indeed received a gift with which you are not entirely happy, please contact us with your comments; we need to know if we can improve, and will do all we can to put it right for you. We endeavour to respond to all complaints within 24 hours.
The conditions detailed below do not affect your statutory rights according to United Kingdom law.
Product
1. Product and packaging are subject to change or substitution without prior notice. If necessary we will substitute for an equal or higher priced item directly as the majority of our orders are time critical and we may not have time to contact you. If time is available we will attempt to contact you.
2. All Neuhaus products may contain nut traces.
3. Any product containing bottled alcohol is only available for purchase by persons over the age of 18. You will be asked to confirm that you are over the age of 18 during the order process - this forms part of our contract of sale. We will only supply Alcohol based products to persons within the EU who are over the legal age, which is 18 years old in the United Kingdom.
Delivery
4. United Kingdom includes the U.K. mainland and Northern Ireland. Prices and delivery methods to all areas outside the United Kingdom will vary. Please note: Delivery to Northern Ireland can take up to 9 working days.
5. We do not despatch on Saturdays or Sundays.
Your order
6. Any offers we make are designed to be used independently, and are not available in conjunction with any other offer.
7. No order is accepted by Neuhaus Chocolates until the order has been checked and approved. If there is a problem we will e-mail you within three working days.
8. We reserve the right to edit any message that contains offensive and/or inappropriate content.
9. If you are not fully satisfied with the product we will refund you, however this is conditional on the return of goods to us in their original packaging and good condition within 14 days of the date of cancellation. 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 at our discretion.
10. 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 at our discretion.
11. For reasons of health and safety, opened packages containing food products will only be refunded or exchanged if they were judged to be defective at the point of despatch.
Payment
12. We accept payment by Visa, MasterCard and UK debit cards.
13. All orders are credit card sanctioned prior to dispatch, so please ensure that the details you provide us with are correct. We cannot accept responsibility for an order being held back as a result of incorrect or invalid payment details being given. We require you to supply the registered address of the Credit Card holder, which is used to validate your order with your selected credit card company. Failure to supply the correct details will result in your order being held pending the supply of the correct details.
14. The total value of your order will be displayed on the order confirmation screen. The displayed price is the amount in pounds sterling that you will pay.
15. All prices quoted include VAT at the appropriate rate, currently 17.5%. If you are eligible to reclaim this sales tax, on request we can supply you with a VAT receipt.
16. In the event that your payment card is used fraudulently to make a purchase with Neuhaus Chocolates, you the consumer, are entitled to cancel the said payment(s). If payment has already been made, you, the customer, are entitled in accordance with the standing Consumer Protection Distance Selling Regulation (2000), to a re-credit or to have all sums returned to you by the card issuer.
Gemgold Limited t/a Neuhaus Chocolates
5 Walburton Road
Purley
Surrey CR8 3DL
Registration number 5317724
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