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Refund policy

Dark Sugars Refund & Replacement Policy


At Dark Sugars, we take pride in the quality, freshness, and craftsmanship of our handmade chocolates. While we aim to ensure every order reaches you in perfect condition, we understand that issues may occasionally arise. Due to the perishable nature of our products, we have put in place the following policy to ensure fairness and clarity for both parties.

 

 

 

Shelf Life & Storage

 


All our handmade truffles and pearls have a shelf life of 7–10 days from the date of purchase and/or pickup.

Chocolates must be stored in a cool, dry place and must not be left outside or exposed to extreme temperatures or direct sunlight, as this can compromise their quality and safety.

 

 

 

Eligibility for Refunds or Replacements

 


We are happy to offer a refund or replacement in the following cases:

 

  • Your order arrived damaged, spoiled, or melted, despite proper packaging.

  • You received an incorrect or incomplete order.

  • The item was lost in transit or undelivered due to courier error.

 


To be eligible, you must notify us within 3 days of receiving your order.


In the event that the product does not meet your reasonable satisfaction, and has been handled and stored appropriately, we may offer a refund or replacement at our discretion — provided you contact us within this 3-day window.

 

 

 

How to Report an Issue

 


You must inspect your goods upon receipt and notify us promptly via:

 

  • Email: info@darksugars.co.uk

  • Phone: 07429 472606

 


To process your refund or replacement, we require:

 

  • Your order number

  • A brief description of the issue

  • Photographic evidence of the item(s) and packaging

  • A receipt or proof of purchase

 

 

 

 

Non-Refundable Situations

 


Unfortunately, we cannot offer refunds or replacements in the following circumstances:

 

  • The chocolates were not stored correctly or were exposed to excessive heat after delivery.

  • The delivery was missed or delayed due to incorrect address or recipient unavailability.

  • The order was customised or personalised, unless faulty.

  • You contacted us after the 3-day notification window.

 

 

 

 

Refunds – Processing & Timelines

 


If your refund is approved, it will be processed and a credit will be applied to your original method of payment within a few business days.


Late or Missing Refunds:

 

  • First, check your bank account again.

  • Then contact your credit card company — it may take some time before your refund is officially posted.

  • Next, contact your bank — processing times can vary.

 


If you’ve done all of the above and still haven’t received your refund, please contact us at info@darksugars.co.uk.