PAYMENT & RETURNS POLICY

PAYMENT

Once your order has been approved, and paid for, you will receive a confirmation email.

Are payments secure? All payments made through our website are as secure as a modern up-to-date website can make it. Thanks to an encrypted server certificate (https) – we use the highest level encrypted security protection currently available, and to increase security your bank card details are not held on our website server.

Personal information provided to Mayhawk via the Website or via any Applications and online credit card transactions are transmitted through a secure server using Secure Socket Layering (SSL), encryption technology (the green padlock in the top left of your browser).

When the letters “http” in the URL change to “https,” the “s” indicates you are in a secure area employing SSL; also, your browser may give you a pop-up message that you are about to enter a secure area or display a padlock image. All of our site is transmitted through an encrypted service, and the paddlock in your browser url indicates this. Although we use a secure encrypted system, and maintain crucial updates and advances in online security, no online system can be 100% secure and you use our service at your own risk.

PAYMENT TO MAYHAWK LIMITED

  • For your security, the billing name and address must match the credit card or other method used for payment. Any PayPal account used must be in the name shown on your government issued identification document. Mayhawk reserves the right to cancel any order that does not comply with this or with our other security criteria.
  • Payment will be taken for items at the time of or shortly after you submit your order and in advance of shipping. Your card or other method of payment will be charged when your order is accepted.

Please note : All orders are placed with Mayhawk Limited, which is a UK entity, therefore your card issuer or payment method provider may apply other international bank charges. In addition, if your credit/debit card or other method of payment is not denominated in the currency of your purchase, the final price will be charged in the currency of your card. This will be calculated and charged by your card issuer. Mayhawk has no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before placing your order.

All information on the Website is an invitation to treat only and is not an offer or unilateral contract. You agree that your order is an offer to purchase the products listed in your order (Products) from us on the Terms. All orders submitted by you are subject to acceptance by us. We may choose not to accept your order in our discretion for any reason whatsoever without liability to you, unless we are not permitted to do so under statutory law. Examples of when we may not accept your order are as follows:

(a) If products are shown on the Website but are not available or are incorrectly priced or otherwise incorrectly described;
(b) If we are unable to obtain authorisation of your payment;
(c) If you order multiple quantities of an individual Product where such Products are to be shipped to any one customer or delivery address;
(d) If shipping restrictions may apply to a Product ; or
(e) If the delivery address you give is the address of an entity or individual providing freight forwarding services.

After submitting an order to us, we will send you an order acknowledgement email with your order number and details of the Products you have ordered from us and details of any delivery services (the Delivery Services). Please note that this email is an acknowledgement that we have received your order and is not an acceptance of your order. Acceptance of your order and the formation of (a) a contract of sale of the Products between us and you will not take place unless and until (i) the Products have been collected from us by a Delivery Company on your behalf and we have sent you an email confirming that the Products have been dispatched to you (Dispatch Confirmation). Please note that the option to collect in store is only available in certain specified countries and from specified Mayhawk stores. After entering into the contract of sale, we will be under a legal duty to supply you with goods that are in conformity with the contract.

For further information please see our full Terms & Conditions

Mayhawk processes payment through PayPal, you do not need a PayPal account to proceed with payment, we accept the following methods of payment:

  • Visa
  • American Express
  • MasterCard
  • PayPal

For any further queries, please Contact Us.

RETURNS AND CANCELLATIONS

Please Note : Fulfilled Orders that have been dispatched cannot be returned to be ‘exchanged’.

We advise you to keep our chocolates in a cool space between 12°C and 18°C as we cannot be responsible for spoilage due to excess temperatures, and returns due to incorrect storage of our products will be declined. Cocoa butter ‘bloom’ happens in both hot and cold ranges // 5°C and lower and 23°C and higher // the chocolate is still perfectly edible, it has just experienced a loss of temper in the cocoa butter crystals and now looks cloudy and streaky.

Where you return a Product we will issue you with a full refund if the Product is found by us to be faulty or in any way a poor standard when it had left our production facility, but you will need to return the Product at your own cost (if you have already received the Product), unless otherwise specified in our Returns & Cancellation policy.

Action to take. We only accept the return of products for notable defects in quality caused in our production facility.

Customers are requested to send an email to the customer services department and the request be accompanied by photos of the product as well as its packaging. Return of products is only permissible 14 working days after the package has been received.

To return products, you must e-mail our customer service department to obtain a Return Order Number (RON) before return shipping your product. No returns of any type will be accepted without a RON and the information requested above. For a faster service, please include the following information when emailing to request a RON: customer name, invoice or order number, and a description of the problem.  To expedite the processing of your refund or credit, we ask that products be returned within 5 days of the date that we issue the RON, so that we can inspect the product to determine if a refund is warranted.

On agreement that a refund is warranted we will refund the full price of the goods and any applicable delivery charges you paid for. You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your return.

Please note : This policy does not affect your statutory rights or your ability to cancel your order in accordance with the terms for cancellations. For further information please see our full Terms & Conditions. For more information on your statutory rights, contact your local Trading Standards Office, Citizens Advice Bureau or the equivalent in your jurisdiction.

RETURNS

  • Purchases must be returned from the original purchaser and shipping country within 14 days.
  • A RON must be issued with an initial email contact.
  • Items returned must be in their original condition, with all Mayhawk items and any related accessories or instruction booklets etc. included.
  • Incomplete, damaged, or opened returns, (where no noticeable defect in quality can be seen) or anything Mayhawk reasonably believes has been incorrectly opened, stored or used, will not be accepted and therefore sent back to the customer.

REFUNDS

If Mayhawk deem a refund is warranted

  • Refunds will be credited to the original purchaser’s method of payment.
  • On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 30 working days. Working days are Monday to Friday excluding UK public holidays.

CANCELLATIONS / AMENDMENTS

If you need to make any changes to your order, as soon as possible, please send us an email : contact us. In certain circumstances, before your order has been dispatched, we may be able to cancel your order and issue a refund or find replacement products. Contact us as soon as possible after placing your order and our team will advise you if a cancellation is available. Please note, we are unable to cancel an existing order once it has been placed and dispatched for delivery.