Refund policy

REFUND POLICY

Last updated: 11/03/26

Overview

At Bilitanonne, each chocolate is handcrafted in small batches using carefully selected ingredients. Due to the perishable nature of chocolate products, we cannot accept returns unless an item arrives damaged, faulty, or incorrect.

This policy complies with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Damaged or Incorrect Orders

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Email: info@bilitanonne.com

Please include:

• Your order number
• Clear photographs of the product and packaging
• A short description of the issue

If the issue is confirmed, we may offer:

• A replacement
• A refund to the original payment method

Approved refunds are typically processed within 5–10 business days.

Perishable Goods

Chocolate is classified as a perishable food item. Under UK consumer law, perishable goods are exempt from the 14-day cancellation period once dispatched.

For this reason, we cannot accept returns or cancellations after an order has been shipped unless the product is faulty.

Non-Returnable Situations

Returns will not be accepted for:

• Change of mind
• Taste preference
• Products that have been opened
• Products stored incorrectly after delivery
• Orders purchased through wholesale agreements

Delivery Responsibility

Once an order has been marked as delivered by the courier, responsibility for the product transfers to the customer.

We are not responsible for issues caused by incorrect shipping details provided during checkout.