Returns and Refunds Policy

↩️ 1. UK Consumer Rights & 14-Day Cancellation

At One Up Chocolate Bar Official, we operate strictly in compliance with the UK Consumer Rights Act 2015 and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have the right to cancel your purchase and request a return within 14 calendar days of receiving your delivery.

🍫 2. Food Hygiene & Safety Return Conditions

Because our products are consumable food supplements and confectionery, UK public health and food safety regulations apply. To be eligible for a return and refund:

• The item must be in its original, unopened packaging with all factory tamper-evident seals and holographic stickers fully intact.
• The chocolate or gummy packaging must not be punctured, torn, melted, or subjected to improper storage.
• The return must be initiated within 14 calendar days from the tracked date of delivery.
• For hygiene reasons, once an outer seal or inner hermetic wrapper has been opened or compromised, the item cannot be returned or restocked under UK food hygiene legislation.

⚡ 3. Damaged, Defective, or Incorrect Items Guarantee

We take meticulous care in inspection and packaging. If, however, your parcel arrives damaged in transit, or if an incorrect flavour/item was dispatched:

1. Contact our customer support team at info@oneupchocolatebarofficial.co.uk within 48 hours of receipt.
2. Include your order reference number and clear photographs showing the shipping label, packaging condition, and affected item.
3. Upon verification, we will immediately issue a free replacement dispatched via Royal Mail Tracked 24 or provide a 100% full refund (including any delivery fees paid). You will not be charged return shipping for our error.

📋 4. Step-by-Step Return Process (RMA)

1. Step 1: Email info@oneupchocolatebarofficial.co.uk with your Order ID and the reason for return.
2. Step 2: Our support desk will verify your order within 24 hours and issue a Return Merchandise Authorisation (RMA) number along with return packaging instructions.
3. Step 3: Pack the items securely in their protective box and dispatch the parcel via a tracked postal service.
4. Step 4: Once received and inspected at our UK facility, an email confirmation will be sent confirming your refund approval.

💳 5. Refund Issuance & Processing Times

Approved refunds are credited directly back to the original method of payment (bank card or transfer). Refunds typically reflect on your bank or card statement within 3 to 5 business days depending on your banking provider.