Our website is operated primarily for business customers. Where an individual purchases goods as a consumer, statutory consumer rights will apply where required by law.
This policy applies to online purchases only. For in-store returns, please contact the store of purchase.
As long as the product is not defective, we can accept returns within 30 days from receipt of goods, for items that are in an unopened condition, are still in their original packaging (as sold), and are well within their shelf-life. You will need to pay the associated delivery costs for the original order and the return of the unwanted products.
Returning your items
Once you have notified us of cancellation, goods must be returned:
- Within 14 days of cancellation
- Unopened and/or unused
- In the same condition as received
- In their original packaging
You will be responsible for the cost of returning the goods, unless they are faulty or incorrect. To complete your return, we require a receipt or proof of purchase. Please do not return any items without first contacting our Customer Support Team using the live chat or contact us form.
Returns should be sent to:
Hancocks Ltd
Unit 8B
Manton Wood Enterprise Park
Worksop
Nottinghamshire
S80 2RS
Please do not return items to the manufacturer.
Seasonal & Date Sensitive Products
Products clearly stating “Seasonal return policy applies” within their product description are subject to specific returns conditions:
Seasonal, promotional, and date-sensitive products (including Easter eggs, Advent calendars, Christmas confectionery, Halloween confectionery, and other limited-edition seasonal items) are strictly non-returnable and non-refundable once dispatched, except where goods are faulty or delivered incorrectly.
Refunds
Once your return has been received and inspected, we will notify you of approval or rejection.
When a refund has been processed by our team, we release the funds immediately. However, this may take 3-5 working days to reach your account, depending on your bank.
Faulty or incorrect items
This returns policy does not affect your statutory rights if goods are faulty, damaged, or not as described.
Discrepancies & missing items
Any discrepancies, shortages, or missing items must be reported to our customer service team within 24 hours of receipt of goods.
Late claims may be treated as invalid.
If an item becomes unavailable while your order is being processed, you will only be charged for the items shipped.
Damages
All packages are sealed with security tape.
- Any packages received with damaged or missing tape must be reported immediately
- Damaged packages must be signed for as damaged
- Damaged items must be reported within 24 hours of receiving them
Photographic evidence must be supplied for all damage claims at the time of notification.
Please do not return any items to us without contacting our Customer Support Team.
If you would like to connect to our Customer Support Team, you can by using the chat button or the contact us form