Refund policy

Updated 4 October 2026

We want your chocolate to arrive as it should. If something is wrong, please contact us so we can help.

Damaged, faulty or incorrect items

If an item is damaged, faulty or not as described, email us with your order number and, where possible, photographs of the item and packaging. We will arrange the remedy you are entitled to, which may include a replacement or refund, and cover reasonable return costs where a return is required.

Please let us know promptly. This does not impose a seven-day limit or remove your statutory rights. Delivery damage or melting does not automatically exclude your entitlement to a remedy.

Changing your mind

For eligible online purchases, you can tell us that you wish to cancel within 14 days after receiving your order. You then have a further 14 days to return the goods. Email us before returning anything so we can provide the correct return instructions and address.

Please return eligible chocolate unopened, with its original seal and packaging intact. The legal right to cancel does not apply to goods liable to deteriorate or expire rapidly, or to sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions apply only where the law permits them. They do not affect rights for faulty or incorrectly supplied goods.

Refunds and return postage

For a change-of-mind return, you pay the return postage unless we agree otherwise. We recommend retaining proof of postage. We may reduce a refund for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

We refund eligible cancellations to the original payment method within 14 days of receiving the goods back or evidence of return, whichever is earlier. If you cancel your whole order, we also refund the cost of our least expensive standard delivery option. The extra cost of a premium delivery option is not refundable for a change-of-mind cancellation.

Subscriptions

Cancelling future subscription deliveries is separate from cancelling or returning an order already placed. See our subscription policy.

A simple cancellation notice

You can email us with: “I wish to cancel my order”, your order number, the products concerned, your name and the date you received the goods. No special form is required.

Luma Mushrooms is based in Ramsgate, Kent, United Kingdom. For help with an order or a question about these terms, email hello@lumamushroom.co.uk or use our contact form.