Returns and refunds

# REFUNDS & RETURNS POLICY

At NeverLost, every bar is hand-moulded using pure cocoa butter, unrefined sugars, and fresh ingredients. Because our products are perishable food items, our return policy works a little differently than buying clothes or electronics.

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### 1. CHANGE OF MIND / CANCELLATIONS

Under UK Consumer Contracts Regulations, perishable food items are exempt from the standard 14-day change-of-mind return period.

* **Before Dispatch:** If you need to cancel or amend an order, email us immediately at [hi @neverlostchocolate.com]. If your order has not yet been processed or dispatched, we will cancel it and issue a full refund.

* **After Dispatch:** Once your order has been dispatched from our kitchen, we cannot accept returns or offer refunds for change of mind, personal preference/taste, or accidental orders.

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### 2. DAMAGED, FAULTY, OR INCORRECT ORDERS

We take extreme care in tempering, moulding, and packing your bars to ensure they arrive in perfect condition. However, if your delivery arrives damaged in transit, or incorrect, we will do our best to make it right immediately.

**How to report an issue:**

1. Email us at [hi @neverlostchocolate.com] within **48 hours of delivery**.

2. Include your **Order Number** and **1 or 2 photos** showing the packaging and the damaged/incorrect product.

3. Tell us whether you would prefer a **free replacement batch** or a **full refund**.

*Note: Please do not throw away the outer packaging or product until you’ve spoken with us, as we may need lot numbers for our HACCP batch logs.

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### 3. DELIVERY & COURIER ISSUES

* **Incorrect Addresses:** Please double-check your shipping address at checkout! We cannot offer refunds or replacements for orders delivered to an incorrect address provided by the customer.

* **Safe Place / Missed Deliveries:** If a parcel is left in a safe place or uncollected from a courier depot, NeverLost is not responsible for heat damage or spoilage caused by prolonged exposure to sunlight or outdoor conditions.

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### 4. HOW REFUNDS ARE PROCESSED

If a refund is approved, it will be processed back to your original payment method (Stripe, PayPal, Apple Pay, etc.) within **3 to 5 business days**.