Returns and Refunds

We hope that any product that is purchased through Chocolate Fish will meet all of your expectations. However, if a customer is dissatisfied with their purchase - we offer a complete, no-quibble returns money back guarantee (excluding postage costs). Please note that the following conditions apply to all refunds and/or exchanges requested:

• Unless returned as faulty, the goods must be sent back in their original condition, unworn, with all tags, identifications intact and with their original packaging. Missing tags and labels will be taken as an indication the garment has been worn.
• Unless returned as faulty the goods MUST be in a re-saleable condition to qualify for a refund.
• Unless returned as faulty, for reasons of hygiene, health and safety, we are unable to accept the return of boxer shorts and longjohns unless under exceptional circumstances. We would therefore ask that these be tried on OVER clean underwear, and returned unworn.
• Unless returned as faulty, products will not be accepted for exchange or refund where they have been worn or washed.
• Unless returned as faulty, products will not be accepted for exchange or refund if they are marked or stained by strong perfumes, aftershaves and deodorants, or bodily secretions.
• Returns, with the exception of sale/clearance items, must be received by Chocolate Fish within 21 days of receipt as recorded by the Royal Mail, or other carrier.
• Unless there is fault with the goods, they must be returned at the customer’s own expense. Returns from countries outside the EU must have a customs label clearly stating that the goods are returns. Should we be charged UK tax and duty on returned goods we will deduct this amount from any refund exchange due to the customer.
• We do not accept returns for fault where damage has been caused by misuse, e.g. wearing a garment when it is too small, subjected to abrasion, etc.

This Guarantee does not apply where the goods have been worn, when for hygiene reasons we are unable to accept a returned garment  (please refer to the guarantee above), unless there is a fault, in which case we will offer a 100% refund including any delivery charge. Please note that we consider removal of tags as an indication that the garment has been worn.

Notification Prior to Return

All returns should be notified and agreed with us before posting . Please contact us by email giving your invoice reference and your reason for returning the goods.  We will then contact you with a returns reference number. Goods must be returned within 21 days from receiving your order when they will be assessed and refunds made subject to their condition. Discounted or sale products are excluded from our general returns policy. Clearance and sale items may only be returned within the 7 days allowed by statutory Distance Selling regulation by prior notification and agreement.

Returns from within the UK

All returns must be made at the customer’s own cost and by Royal Mail recorded delivery. We do not accept responsibility for returned goods which are lost or damaged in transit. In the event of fault, this cost will be refunded and the faulty item will be replaced at no extra postage cost. Please note that should you choose to use Next-Day delivery we will only refund the cost up to Royal Mail recorded delivery cost.

Items for exchange, e.g. . colour choice, size etc., will be exchanged at no extra postage cost provided the item is in a saleable condition (please see above for details).

Returns from outside the UK

All returns must be made at the customer’s own cost and by their own country’s Recorded delivery service. We do not accept responsibility for returned goods which are lost or damaged in transit. In the event of fault, the cost of postage for return will be refunded and the faulty item will be replaced at no extra postage cost.

Exchanges for different colour, size etc., can only be made, provided the item is in a saleable condition (please see above for details), by refund and re-ordering but without adding the International Postage increment.

Refunds

Where payment has been made through Paypal, refunds will be made through Paypal and should appear on your next credit card statement. Please note that we can only make refunds to the original purchaser. For payment by cheque, these will be refunded by company cheque.

Cancellation of your Order

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until seven working days after delivery. To cancel this contract, contact us stating the order number and giving your clear instruction that you wish to cancel the order. If we have already shipped your order, you will need to securely pack the relevant items and send them back to us at your cost, to the address shown on the original packaging. If we do not receive the item back from you, we may arrange for collection of the item from your residence at your cost. We will refund the relevant part of the purchase price for that order as soon as possible, and in any case within 30 days after we receive your notification.

Returns due to Non-Delivery

Orders must be signed for on delivery and therefore cannot be left without a signature. We cannot be responsible for orders that are not delivered because their is no-one to sign for them at the address given, or for orders that are not collected from local postal depots. In the event that orders are returned to us for these reasons, customers will be notified and a Paypal invoice will be sent for the additional postage. Orders will only be re-despatched on payment of this invoice.

These conditions do not affect your statutory rights.