Return & Replacement Policy

At Ences Heritage, every order is crafted to be enjoyed. Because our chocolates are perishable and most of our chocolate and corporate gifts are personalised or made to order, they are handled a little differently from ordinary retail products. Please read this policy carefully before placing your order.

Perishable and personalised items

As our products are edible, freshly made, and personalised to your specifications, they cannot be resold and are therefore not eligible for return, exchange, or refund once they have entered production or been dispatched. This is standard practice for customised, food-grade gifting.

Damaged or defective on arrival

Your gift should reach you in flawless condition. If an order arrives damaged, defective, or does not match your approved design, please contact us within 24 hours of delivery with your order number and clear photographs of the product and its packaging. Once verified, we will remake and reship the affected items at no additional cost. Claims raised after 24 hours, or without supporting photographs, may not be eligible for replacement.

Errors in customisation details

We produce exactly what you approve. Names, photos, spellings, logos, and messages cannot be edited once an order enters production, and we are unable to take responsibility for errors in the details you provide. Please review your personalisation carefully before approving. If we fail to reproduce your approved details correctly, we will remake and reship your order at no charge.

Cancellations and changes

Orders move into our production queue shortly after they are placed. A cancellation may be possible only before production or proofing has begun, so please contact us immediately if you need to cancel. Once production has started, orders can no longer be cancelled. Any change to the delivery address must be shared before dispatch; we will do our best to accommodate it but cannot guarantee changes once an order has left our facility.

Refunds

Given the perishable and made-to-order nature of our products, we do not offer refunds. Where a claim is valid, we resolve it with a replacement rather than a refund. In the rare event that a refund is approved at our discretion, it is processed to the original payment method within 5 to 7 business days.

Delivery-related issues

We cannot be held responsible for failed or delayed deliveries caused by an incorrect or incomplete address, an unavailable recipient, or courier and weather delays beyond our control. Please see our Shipping Policy for full details.

Bulk and corporate orders

For bulk and corporate gifting, specific replacement terms are confirmed in your quotation or order confirmation and take precedence over the general terms above.

Contact us

For any return or replacement request, please write to us at care@encesheritage.com with your order number and photographs, and our team will be glad to help.