Terms and Conditions
Trenance Chocolate the Company
We make handmade chocolates on site at Mullion Meadows Craft Centre, Mullion, Cornwall using the finest imported Belgian chocolate.
Trenance Chocolate is the Trading name of Trenance Ltd (Contact details same as Trenance Chocolate below)
Company Registration No.4427894
How to contact Trenance Chocolate
You can contact us by post, telephone, fax, email or visit our shop.
Post: Trenance Chocolate, Mullion Meadows, Mullion, Nr. Helston, Cornwall, TR12 7HB
Telephone: (01326) 241499
Shop: The shop is located within the Mullion Meadows Craft Centre, our shop is open 7 days a week (please phone or email to enquire about opening hours due to seasonal changes).
Complaints and/or Questions
If you wish to complain and/or have any questions regarding our products or service you can email, phone or post. We aim to respond to complaints and/or questions within 5 working days. If for any reason we are unable to resolve a complaint and/or respond to your question we will inform you of this.
Your details are confidential and the only information we collect is that when you order or contact us. The information is used to process your order and compile a customer database for potential mailing purposes. It is our policy not to sell or pass on any information about you to any other organisation. All information is collected lawfully in accordance with the Data Protection Act 1998.
Please contact us if you have any concerns regarding personal information that we collect about you when ordering or contacting Trenance Chocolate.
Product(s) and Packaging
Product(s) and packaging are subject to change without prior notice. If a product(s) is out of stock we will contact you with a choice of replacements, the option to cancel the whole order or remove that product(s) if part of a larger order, or arrange a later delivery date with the original chosen products.
Trace of Nuts or Nut Oils
All our chocolate products may contain traces of nuts or nut oils due to the manufacturing processes. These products have a nut statement on the packaging label. People with nut allegeries should check our product labels on the packaging and NOT consume the product if it has a nut warning.
All prices include VAT at the current rate of 20% and are in pounds Sterling. We can supply you with a VAT receipt on request if you are able to reclaim this sales tax.
Credit Card:- We accept credit card payments by Mastercard, Maestro Visa, Visa, Switch, Solo and JCB. Minimum order value of £10 excluding P&P. Payment will be processed by Stripe when you place your order.
We also accept PayPal.
The name and billing address given must be the same as that registered with your card supplier. Please ensure the details you provide are correct because all orders are credit card sanctioned before dispatch. Trenance Chocolate will not be liable for an order being delayed due to incorrect or invalid payment details being given. Your order if incorrect details are supplied will be held back until the correct details are given. We will advise you either by email, phone or post if incorrect details have been provided.
Cheques:- We no longer accept cheques.
Your order will confirmed via email with your order number. Keep this safe in case there is a problem with your chocolate order, please quote this number when contacting us.
Cancelling your order
You may cancel your order up to 24 hours before the day you have requested that it is dispatched. If you wish to cancel your order, please contact Trenance Chocolate by phone; (01326) 241499 and ensure you quote your order number.
Trenance Chocolate takes care to ensure your order is dispatched in perfect condition. If your order arrives damaged or you are not entirely happy with the chocolates you must advise us within 24 hours. As a consumer this does not affect your statutory rights.
To follow the Distance Selling Regulations, you can return any item to Trenance Chocolate for a refund or an exchange, as long as it is unused, unopened and returned within 14days of receipt of your order. You can either use recorded Royal Mail delivery or a secure couirer service to return the items. You will be responsible for these charges. Please be aware that due to the nature of the product we cannot give refunds on products that have been opened - unless the product is faulty. The return address is Trenance Chocolate, Mullion, Cornwall TR12 7HB.
We will deliver to any address; private, work or PO Box Numbers in the U.K. mainland and Northern Ireland using Royal Mail Standard Delivery or courier service (when requested). Our policy is to only post your order when sent Royal Mail on Tuesday or Thursday to avoid your order being held in storage over the weekend.
We aim to dispatch all orders within 5 working days. You can request at time of ordering that your order is dispatched on any future date. We will advise you immediately if your delivery will be later than the date stated. If you request a future date, our policy is to send the item(s) to arrive 1 day prior to that date with "Do Not Open Until (date specified by yourself)" clearly labelled on the package.
Please ensure that the recipient of the order will be able to accept the delivery.
We will deliver to the address as you entered it and can not accept any liability for late or failed delivery if the quoted address is incorrect or incomplete. We accept no liability or provide a refund if delivery is not made due to the recipient not being available, or if the chocolate become unsuitable as a result of non-delivery. We use third party companies for delivering your order and cannot be held responsible for late deliveries due to postal strikes, transport strikes or incidents, adverse weather conditions or any other incident or reason that is out of our control.
If you have selected for your order to be delivered to a work address, Trenance Chocolate shall be deemed to have delivered the order to its intended recipient, delivering it to the reception area at that business address. If sent by courier a signed receipt of delivery will be obtained from a representative at that business address. No record of receipt will be obtained when items are sent 1st Class Royal Mail Standard Delivery.
Delivery is charged at £4.95 per order using Royal Mail Tracked 48 Delivery. This service does not guarantee delivery on a specific date and no signature will be obtained from the recipient.
We can offer a courier service within the U.K. mainland only, not Northern Ireland. Please contact us for details and prices of this courier service.