Refund policy
Our 30-Day Happiness Guarantee
At Chunk Fudge, we want you to love every delicious bite. If you are unhappy with your purchase for any reason, simply contact us within 30 days of receiving your order and we will put it right — no quibbles.
You can choose either:
- A full refund for the affected product or products; or
- A free replacement, subject to availability.
This guarantee applies whether the product is unopened, opened or has been tasted.
No Return Required
You do not need to return your fudge to receive a refund or replacement.
There are no return charges, administration charges or restocking fees.
In the unusual event that we arrange for an item or packaging to be returned for investigation, we will provide a free prepaid postal label. Any return we arrange will not delay your refund or replacement.
Damaged, Delayed, Missing or Incorrect Orders
Your order is our responsibility until it has been safely delivered to you.
If your parcel arrives damaged, contains the wrong items, is missing something or has been affected by a delivery problem, please contact us and we will take responsibility for sorting it out. You will not be expected to resolve the issue directly with Royal Mail or another courier.
You can choose a refund or a free replacement, subject to availability.
To help us understand what happened and raise a claim with the courier, we may ask you to provide:
- Your order number;
- A brief description of the problem;
- Photographs of the product, parcel, shipping label and packaging, where reasonably possible; and
- A short courier declaration or online claim form, where required by the courier.
Please keep the parcel and packaging until we confirm that they are no longer needed.
This information helps us recover the cost from the courier. Your refund or replacement will not depend on the courier accepting our claim, and we will remain responsible for resolving the issue with you.
How to Request a Refund or Replacement
Email hello@chunkfudge.com within 30 days of delivery.
Please include:
- Your name;
- Your order number;
- A brief explanation of what went wrong; and
- Photographs where the order was damaged in transit, where reasonably possible.
We will respond as quickly as possible and aim to make the process straightforward and stress-free.
Refund Processing
Once your refund has been confirmed, we will issue it to your original payment method within three business days.
Your bank or payment provider may take additional time to display the refund in your account. This processing time is controlled by the payment provider and is normally outside our control.
Where an entire order is refunded, we will also refund any standard delivery charge paid for that order.
Fresh and Perishable Products
Fresh food and other perishable products are normally excluded from statutory change-of-mind cancellation rights.
However, Chunk Fudge voluntarily goes further by providing the 30-Day Happiness Guarantee described above. You do not need to prove that the product is faulty to use this guarantee.
Your Legal Rights
This policy is in addition to your rights under UK consumer law. Nothing in this policy limits or excludes any statutory rights you may have where goods are faulty, damaged, not as described or otherwise do not meet the required standard.
Contact Us
For help with a refund, replacement, delivery problem or any other order concern, email:
We will take responsibility and do our best to put things right quickly.