Refund policy

Returns Policy

UK

If for any reason You are not entirely satisfied with any product that You have purchased from Us, because you feel they are either damaged or faulty, You may return it to Us, at Your expense, within 7 days from the date of dispatch.

Provided it is returned in its original packaging and the product has not been consumed other than is reasonable to establish the quality of the product You are not happy with We will refund the entire purchase price including the cost of postage or alternatively we will exchange the item for you.

If Your returned chocolate is damaged, not in the original packaging or consumed more than was reasonable to establish the quality of product, We reserve the right to levy a charge commensurate with that loss.

We are unable to process returns or refunds on items that are just unsuitable or unwanted.

EU

Order Cancellation before dispatch

You may cancel your order at any time before it has been dispatched from our warehouse.

To request a cancellation, please contact our customer service team on hello@montezumas.co.uk as soon as possible, quoting your order number. If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.

Once an order has been dispatched, it can no longer be cancelled. Instead, you may exercise your statutory 14-day right of withdrawal as outlined below.

14-Day Right of Withdrawal

If you are a consumer purchasing from an EU Member State, you have the legal right to cancel your purchase within 14 days of receiving your goods without giving any reason.

To exercise this right, you must notify us in writing within 14 days of receiving your order. You may do this by emailing our customer service team with your order number and a clear statement that you wish to withdraw from the purchase.

After notifying us, you must return the goods without undue delay and no later than 14 days from the date you informed us of your decision.

Return Shipping

Unless the goods are faulty, damaged or supplied in error, you are responsible for arranging and paying for the return shipment to our UK returns address.

We recommend using a tracked and insured delivery service, as you remain responsible for the goods until they are received by us.

Customs, Duties & Import Charges

As returned goods are being shipped internationally to the United Kingdom, you are responsible for ensuring the parcel is correctly declared as "Returned Goods" and that all required customs documentation is completed accurately.

Any customs duties, import VAT, brokerage fees, handling charges or other import costs incurred by us as a result of an incorrect customs declaration, inaccurate documentation or unpaid import charges may be deducted from your refund where permitted by applicable law. We reserve the right to refuse delivery of returned goods where unreasonable customs charges are payable.

Condition of Returned Goods

You may inspect the goods only to the extent necessary to establish their nature, characteristics and functioning, as you would in a retail store.

If the goods have been handled beyond what is necessary and this results in a reduction in their value, we may deduct an amount from your refund to reflect the loss in value, as permitted by applicable law.

Where reasonably possible, goods should be returned complete with all accessories, manuals and original packaging.

Refunds

Once we have received the returned goods, or you have provided satisfactory evidence that they have been returned, we will process your refund within 14 days.

Your refund will include:

• The purchase price of the returned goods.
• The original standard delivery charge paid when placing the order (where required by applicable law).

The following will not be refunded:

• The cost of returning the goods.
• Any upgraded or express delivery charges selected at checkout.
• Any customs duties, import VAT, brokerage fees or handling charges incurred by us as a result of the return, where permitted by applicable law.

Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.

Exceptions

The statutory right of withdrawal does not apply to products that are exempt under applicable consumer protection legislation, including but not limited to:

• Custom-made or personalised products.
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
• Perishable goods.
• Any other products excluded from the statutory right of withdrawal under applicable law.

International Orders (Outside the UK & EU)

We do not accept returns or exchanges for change of mind on orders shipped outside the United Kingdom and European Union.

If your item arrives damaged, is faulty or is incorrect, please contact us within 14 days of delivery and we will work with you to provide an appropriate remedy in accordance with applicable consumer laws.

Customers are responsible for arranging and paying for any authorised return shipment unless the goods are faulty or supplied in error.

Returned goods must be clearly marked as "Returned Goods". Any customs duties, import taxes, brokerage fees or other charges incurred by us as a result of the return may be deducted from any refund where permitted by law.