Refund policy
Returns & Refund Policy
At Lady Jasper Chocolates, we are committed to delivering premium chocolate inspired by Africa and crafted to the highest standards of quality. We want every customer to enjoy their purchase with confidence.
Food Products
Due to the perishable nature of our chocolate products and for hygiene and food safety reasons, we do not accept returns or exchanges for products that have been delivered, including where a customer changes their mind.
Please ensure that you review your order carefully before completing your purchase.
Damaged, Faulty or Incorrect Orders
If your order arrives damaged, defective, incorrect, or is not as described, please contact us within 48 hours of delivery so that we can investigate the issue promptly.
When contacting us, please provide:
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Your order number
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A description of the issue
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Clear photographs of the product and any damaged packaging, where applicable
Once we have reviewed your claim, we may, at our discretion and in accordance with your statutory rights, offer:
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A replacement product;
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A full refund; or
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A partial refund where appropriate.
Approved refunds will be processed using the original payment method.
Delivery Issues
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible. We will work with our delivery partner to investigate and resolve the issue.
Allergens
Our chocolates are not nut-free.
Products may contain, or be manufactured in facilities that also handle:
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Peanuts
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Tree nuts
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Milk
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Soya
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Wheat (gluten)
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Eggs
Customers with allergies or dietary requirements should carefully read the ingredient and allergen information provided on the product packaging before consumption.
Product Quality
Lady Jasper works with carefully selected manufacturing partners who operate to recognised food safety and quality standards.
Information relating to ingredients, allergens, product origin and ethical sourcing is provided based on information supplied by our manufacturing partners and ingredient suppliers. While we take reasonable care to verify this information, customers with specific dietary or allergy concerns should always refer to the product packaging before consuming any product.
Your Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection laws.
If a product is faulty, unsafe, not as described, or otherwise fails to meet the standards required by law, you may be entitled to a repair, replacement or refund in accordance with your legal rights.
Contact Us
If you have any questions about your order or this Returns & Refund Policy, please contact our Customer Care team using the contact details provided on our website. We will always do our best to resolve any concerns fairly and promptly.