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Refund policy
Last updated: 1 July 2026
This Returns & Refund Policy explains how returns, refunds, exchanges and cancellations are handled for products purchased through websites operated by Made Uncommon Limited.
It applies to all current and future brands, websites and online stores operated by Made Uncommon Limited unless a separate policy expressly states otherwise.
Nothing in this Returns & Refund Policy limits or excludes any statutory rights available to consumers under applicable law.
1. About Made Uncommon
This Returns & Refund Policy applies to purchases made from:
Made Uncommon Limited
Company Number: 09599097
VAT Registration Number: GB 218 9623 84
Registered Office
20-22 Wenlock Road
London
N1 7GU
United Kingdom
Principal Place of Business, Customer Services & Returns
Made Uncommon
Port Edgar Marina
Shore Road
South Queensferry
EH30 9SQ
United Kingdom
Website: https://www.madeuncommon.co
Email: hello@madeuncommon.co
Throughout this Policy, references to “Made Uncommon”, “we”, “our” and “us” mean Made Uncommon Limited.
Made Uncommon Limited may use other companies within the Made Uncommon group, including Made Uncommon Works Limited, to manufacture products, hold inventory, fulfil orders, process returns and provide customer services on its behalf.
Unless expressly stated otherwise, your contract for purchases made through our websites remains with Made Uncommon Limited.
2. About Our Brands
Made Uncommon Limited owns, operates, develops and markets a portfolio of consumer brands.
Our portfolio currently includes, but is not limited to:
- COCO Chocolatier
- Love Cocoa
- Seed & Bean
- H!P Chocolate
- OTHERLY
- UP-UP Chocolate
- Raw Wax
From time to time we may also:
- acquire additional brands;
- launch new brands;
- discontinue existing brands;
- operate websites under different trading names;
- manufacture products on behalf of third parties;
- distribute products owned by third parties;
- sell products supplied by carefully selected third parties; and
- otherwise expand or change our product offering.
Unless expressly stated otherwise, references throughout this Policy to “Made Uncommon”, “our brands”, “our products” or “our websites” include our current and future brands, products, services and websites that are owned, operated, licensed, distributed or sold by Made Uncommon Limited or another company within the Made Uncommon group.
3. Your Consumer Rights
Your rights to return products depend upon the type of product purchased, its condition and the reason for the return.
Nothing in this Returns & Refund Policy limits or excludes any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other applicable consumer protection legislation.
Where a product is faulty, damaged, incorrectly supplied or not as described, you may be entitled to a repair, replacement, refund or other appropriate remedy in accordance with applicable law.
Where you change your mind about a purchase, different rules may apply depending upon the type of product ordered. Certain products, including many food items and other perishable goods, may be exempt from the statutory right to cancel under applicable consumer protection legislation.
Further details are set out below.
4. Products That Cannot Normally Be Returned
For reasons of food safety, hygiene and product integrity, we are generally unable to accept returns of certain products unless they are faulty, damaged, incorrectly supplied or where applicable law requires otherwise.
These products may include:
- chocolate and confectionery;
- food and drink products;
- products with a short shelf life;
- products that are liable to deteriorate or expire rapidly, including many food products;
- sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed;
- personalised or customised products; and
- any other products exempt from cancellation rights under applicable consumer protection legislation.
If you are unsure whether a product is eligible for return before placing your order, please contact us and we will be happy to assist.
5. Change of Mind Returns
Where you have a statutory right to cancel your purchase under applicable consumer protection legislation, you may exercise that right within the applicable cancellation period.
To exercise your right to cancel, you must notify us clearly before the applicable cancellation period expires.
Unless the products are exempt from cancellation rights, returned products should:
- be unused where reasonably possible;
- be returned with their original packaging where reasonably possible;
- include any accessories supplied with the product; and
- be returned in a condition suitable for resale, except to the extent reasonably necessary to inspect the goods.
You are responsible for taking reasonable care of the products while they remain in your possession prior to their return.
We reserve the right to reduce any refund where the value of returned goods has been diminished by handling beyond what is reasonably necessary to establish their nature, characteristics or functioning, where permitted by applicable law.
6. Faulty, Damaged or Incorrect Products
If you receive products that are:
- faulty;
- damaged;
- incomplete;
- incorrectly supplied; or
- not as described,
please contact us as soon as reasonably practicable after discovering the issue.
To help us investigate your claim, we may ask you to provide:
- your order number;
- a description of the issue;
- photographs showing the fault or damage; and
- any other information reasonably required to assess the claim.
Where appropriate, we may request that the products are returned before issuing a replacement or refund.
Nothing in this Policy limits your statutory rights in relation to faulty or misdescribed goods.
7. How to Return Products
If you wish to return a product, please contact our Customer Services team before sending anything back.
Where possible, please provide:
- your order number;
- your name;
- the email address used to place the order;
- the reason for the return; and
- photographs where relevant.
Return requests should be sent to: hello@madeuncommon.co
Please do not return products until you have received return instructions from us, as the correct return address or return procedure may vary depending on the product, brand or reason for the return.
Where a return is authorised, we will provide instructions explaining how and where the products should be returned.
Products returned without prior contact may take longer to process and may delay the resolution of your return or refund request.
8. Refunds
Where a refund is due, we will normally issue it using the same payment method used for the original purchase unless we agree otherwise.
Refunds may include:
- the full purchase price;
- any delivery charges where required by law; and
- where applicable, the reasonable cost of returning faulty or incorrectly supplied goods.
We aim to process approved refunds as soon as reasonably practicable after receiving the returned products or satisfactory evidence supporting the claim.
Where applicable law specifies a timescale for issuing refunds, we will process refunds within the required period.
The time taken for refunded funds to appear in your account will depend on your payment provider.
Where permitted by law, we may withhold a refund until we have received the returned products or satisfactory evidence that they have been sent back.
9. Exchanges
We do not guarantee that exchanges will always be available.
Where appropriate, and subject to product availability, we may offer to exchange products instead of providing a refund.
If a replacement product is unavailable, we may instead offer:
- an alternative product;
- a refund; or
- another appropriate remedy.
Nothing in this section affects your statutory rights.
10. Gift Cards
Where gift cards purchased directly from us are offered, they are generally non-refundable except where required by applicable law.
Gift cards cannot normally be exchanged for cash and may only be redeemed in accordance with the terms applicable to the relevant gift card.
If products purchased using a gift card are returned, any refund will normally be credited back to the original gift card where possible, unless applicable law requires otherwise.
We reserve the right to refuse, cancel or suspend gift cards where we reasonably suspect fraud, misuse or other unauthorised activity.
Additional gift card terms may apply and will be made available where applicable.
11. Promotional Products
Where products are supplied as part of a promotion, competition, bundle or special offer, additional conditions may apply.
If a qualifying product is returned, we reserve the right to:
- adjust the value of any refund;
- require promotional products to be returned; or
- deduct the value of any promotional benefit retained,
where permitted by applicable law.
Nothing in this section affects your statutory rights.
12. Trade (B2B) Returns
This Returns & Refund Policy is primarily intended for consumer purchases made through our websites.
Returns by approved wholesale or trade customers may be subject to separate contractual terms, supply agreements or trade account conditions.
Unless otherwise agreed in writing, products supplied to trade customers may not be returned without our prior written approval, except where required by applicable law.
13. International Orders
For orders delivered outside the United Kingdom, additional return restrictions, customs procedures or shipping costs may apply.
Customers returning products from outside the United Kingdom are responsible for complying with all applicable customs requirements unless the return relates to products that are faulty, damaged or incorrectly supplied.
We are not responsible for delays caused by customs authorities or international carriers.
14. Return Shipping Costs
Unless we have agreed otherwise, customers are responsible for the cost of returning products where the return results from a change of mind or another reason for which we are not legally responsible.
Where products are faulty, damaged, incorrectly supplied or otherwise required to be accepted under applicable law, we will reimburse reasonable return shipping costs where appropriate.
We recommend obtaining proof of postage or using a tracked delivery service, as we cannot accept responsibility for returned products lost or damaged in transit before they are received and accepted by us.
15. Changes to this Returns & Refund Policy
We may update this Returns & Refund Policy from time to time to reflect:
- changes in applicable law;
- changes to our products or services;
- changes to our business operations;
- acquisitions, disposals or reorganisations of brands or businesses; or
- improvements to our customer service processes.
The latest version of this Returns & Refund Policy will always be published on our websites and will take effect from the date of publication unless otherwise stated.
Any changes will not affect returns or refund rights that arose before the updated Policy came into effect unless required by applicable law.
16. Contact Us
If you have any questions about this Returns & Refund Policy or wish to request a return or refund, please contact:
Made Uncommon Limited
Company Number: 09599097
VAT Registration Number: GB 218 9623 84
Registered Office
20-22 Wenlock Road
London
N1 7GU
United Kingdom
Principal Place of Business, Customer Services & Returns
Made Uncommon
Port Edgar Marina
Shore Road
South Queensferry
EH30 9SQ
United Kingdom
Website: https://www.madeuncommon.co
Email: hello@madeuncommon.co
