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Refunds & Returns Policy

Refunds and Returns Policy

Whilst we make every effort to deliver our products to you in the best possible condition we don’t have any control over the temperatures during their transit of you order and cannot accept responsibility for any chocolate that has been heat damaged. We use Royal Mail and Courier 24hr delivery services so that the product is in transit for as little time as possible to try and reduce the potential effects of heat.

The customer is always responsible for checking their delivery arrives in good condition and conforms to the order placed. Any damage must be noted accurately, dated and signed on the delivery note please.

Any claims must be made within a maximum time of 48 hours after parcel receipt by email to After this period, no claims will be accepted and unfortunately we can’t offer you a refund or exchange.

The reason for any claim must be stated and accompanied by evidence justifying the prejudice suffered. Where possible, please provide photographic evidence.  We will make and evaluation of your claim and advise you if we accept the complaint.  In this event the customer may choose between reimbursement of the cost of the goods ordered excluding the postal cost or a second delivery.

Generally we don’t accept returns of perishable food items and kindly ask you not to return your order unless by prior agreement with Hadleigh Maid. If you are requested to return your item(s) then they must be unused and in the same condition that you received them and in they must also be in their original packaging.

Please only send your purchase back if requested and approved to do so by Hadleigh Maid. If requested to do so please only ever send your returns to: Professor Protein (Amazing Grazing Foods Ltd), Units 13-14 Byford Court, Hadleigh, Ipswich, UK, IP7 6RD. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund as soon as possible.

Please note that the pictures and photos on our site are representative of our product range but are not contractual.

If a complaint is accepted the customer may choose between reimbursement of the cost of the goods ordered excluding the postal cost or a second delivery of the same product(s).

If you chose a reimbursement, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment for cost of the goods ordered excluding the postal cost.

If the customer choses to receive a second delivery then this will be sent without further delay.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We only replace items if they are proved to be defective or damaged but please note we need to receive contact from you as described above and we kindly request that you follow the above outlined procedure first.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping of Returns

To return your product, you should mail your product to: Professor Protein (Amazing Grazing Foods Ltd), Units 13-14 Byford Court, Hadleigh, Ipswich, UK, IP7 6RD but please only do so if requested to do so by us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £35, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Additional non-returnable items:

Gift cards

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Any item that is notified to us after 48 hrs of it’s delivery.