Refund policy
Last updated: 25 September 2026
This Returns & Refunds Policy applies to purchases made from CocoaDreams through our website. CocoaDreams is a brand operated by Glowworm Enterprises LTD.
We want customers to be able to try CocoaDreams with confidence, which is why we offer a separate 60-Day First Pouch Guarantee in addition to our standard returns policy and your statutory consumer rights.
60-Day First Pouch Guarantee
If your first-ever CocoaDreams consumable product purchase is made through our website, you are covered by our 60-Day First Pouch Guarantee. You may open the qualifying pouch or bundle, try the product and, if CocoaDreams is not right for you, request a refund within 60 days of delivery.
For a qualifying first purchase:
- you may open and consume the product;
- you do not need to return the opened product to us;
- the refund covers the price paid for the qualifying CocoaDreams product only;
- original delivery charges are not included in this voluntary guarantee, except where applicable law requires otherwise; and
- the guarantee may apply where your first qualifying purchase is a bundle containing multiple CocoaDreams pouches.
The purpose of this guarantee is to remove the financial risk of trying CocoaDreams for the first time.
The First Pouch Guarantee applies once per customer and household and is intended for genuine first-time CocoaDreams product trials.
Cancelling an order before it is fulfilled or delivered does not use or waive your eligibility for the First Pouch Guarantee. If you later place your first qualifying CocoaDreams pouch order, that order may still qualify for the guarantee, provided you have not previously received or tried a CocoaDreams consumable product or sample.
We reserve the right to refuse duplicate, fraudulent, abusive or otherwise unreasonable claims under this voluntary guarantee.
Previous Free Samples
If you have previously received and tried a CocoaDreams consumable sample, you will not be eligible for the opened-product 60-Day First Pouch Guarantee on a later full-size pouch or bundle.
Our free samples are provided specifically to allow customers to try CocoaDreams before purchasing a full-size product.
Receiving or purchasing non-consumable items such as a mug, accessory, recipe book or other non-pouch product does not use up your eligibility for the First Pouch Guarantee.
Standard 60-Day Returns
For purchases that do not qualify for the First Pouch Guarantee, you may request a return within 60 days of delivery, provided the product remains unopened, unused, sealed and in good condition. Products returned under the standard returns policy must also be suitable for resale.
To qualify for a voluntary return under this policy, the product must be:
- unopened;
- unused;
- sealed in its original packaging;
- in good condition; and
- suitable for resale.
Because CocoaDreams products are consumable, opened products cannot normally be returned once they have been opened or used, except where they qualify under the First Pouch Guarantee or where your statutory rights apply.
You must contact us before sending a return.
Returns sent to us without first requesting a return may not be accepted.
Order Cancellations
Where available through our website, orders may be cancelled within 1 hour of being placed.
A successfully cancelled order does not count as a qualifying CocoaDreams pouch purchase for the purposes of the First Pouch Guarantee and does not affect your future eligibility for that guarantee.
If an order has already been processed, fulfilled or can no longer be cancelled through the available cancellation process, the applicable return and refund terms in this policy will apply.
Where a cancellation right is provided by applicable consumer law, those statutory rights apply separately and are not limited by the 1-hour website cancellation window.
How to Request a Return or Refund
Please contact us at:
Please include your order number and details of your request.
We may ask for reasonable supporting information where relevant, such as photographs of the product, packaging, damage or other information needed to assess the claim.
Once your return has been approved, it should be sent to:
CocoaDreams / Glowworm Enterprises LTD
White Lodge
Light Alders Lane
Stockport
SK12 2LW
United Kingdom
Customers are responsible for the cost of returning products under our standard voluntary returns policy.
We recommend using a tracked postal service, as we cannot take responsibility for returned items that do not reach us.
Return Inspection
Returned products will be inspected after they arrive.
A standard voluntary return may be refused if the product:
- has been opened;
- has had its seal broken;
- has been used or consumed;
- has been damaged after delivery;
- is missing significant original packaging; or
- is otherwise no longer in a condition suitable for resale.
If a return is approved following inspection, we will process the applicable refund.
This inspection requirement does not apply to an approved First Pouch Guarantee claim where we have told you that the opened product does not need to be returned.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If an item is defective, damaged in transit or you receive the wrong product, please contact us as soon as reasonably possible at:
Where we confirm that an item is defective, damaged or incorrect, we will make the situation right. Depending on the circumstances, this may include a replacement or refund.
Where we require a faulty, damaged or incorrect item to be returned, CocoaDreams will cover the appropriate return cost.
Nothing in this policy limits your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods. UK consumer rights require goods to be as described, of satisfactory quality and fit for purpose, and those rights cannot be removed by a retailer's voluntary policy.
Subscriptions
CocoaDreams subscriptions may be cancelled at any time before the next subscription order is processed. Cancelling your subscription prevents future subscription orders from being processed. It does not automatically cancel an order that has already been processed, fulfilled or dispatched.
Your first qualifying subscription delivery may be covered by the 60-Day First Pouch Guarantee, provided you have not previously received or tried a CocoaDreams consumable product or sample.
Subsequent subscription orders are treated as normal orders under this policy.
They may be returned within 60 days of delivery where the products remain unopened, sealed, unused and in good condition.
If a subscription order has already been processed before the subscription is cancelled, that order will be treated in accordance with the applicable return and refund provisions in this policy.
Exchanges
We do not currently operate a separate exchange process.
If you would like a different product or flavour, the simplest option is to return an eligible unopened product in accordance with this policy and place a new order.
This does not affect any remedy available to you where a product is faulty, damaged or incorrect.
Refunds
We will notify you once we have received and inspected a physical return and let you know whether the refund has been approved.
Approved refunds will normally be returned to your original payment method.
Please allow up to 10 business days after approval for us to process the refund.
Your bank, card provider or payment provider may require additional time before the funds appear in your account.
If more than 15 business days have passed since we approved your refund, please contact:
For approved First Pouch Guarantee claims where no return is required, the refund process begins once the claim has been reviewed and approved.
Online Cancellation Rights and Statutory Rights
Our 60-Day First Pouch Guarantee and 60-day voluntary returns policy are additional benefits offered by CocoaDreams.
They do not replace, restrict or reduce any statutory rights you may have under applicable consumer law.
For eligible UK distance purchases, customers generally have the right to tell a retailer within 14 days of receiving their goods that they wish to cancel, and generally then have a further 14 days to return the goods. Where that statutory cancellation right applies, the standard outbound delivery cost must generally also be refunded.
Certain products and circumstances may be excluded from statutory cancellation rights, and different rules may apply depending on the type and condition of the goods.
Where your statutory rights give you a better remedy than our voluntary policy, your statutory rights take priority.
Sale and Promotional Items
Purchasing a product at a discounted or promotional price does not remove your statutory consumer rights. Customers have the same statutory refund rights for sale items as they do for full-price items.
Where a discounted CocoaDreams product otherwise meets the requirements of our voluntary returns policy or First Pouch Guarantee, it will be treated in accordance with the relevant section above unless clearly stated otherwise before purchase.
Gift Cards
Gift cards are not covered by the First Pouch Guarantee because they are not CocoaDreams consumable products.
Any cancellation or refund rights relating to gift cards will be handled in accordance with applicable law and any specific terms provided when the gift card is purchased.
Abuse of the Guarantee
The First Pouch Guarantee is intended to give genuine first-time CocoaDreams customers confidence to try the product without financial risk.
We may refuse a voluntary guarantee claim where we reasonably believe that:
- the customer or household has previously used the First Pouch Guarantee;
- the customer has previously received and tried a CocoaDreams consumable sample;
- materially false information has been provided;
- multiple accounts, names, addresses or email addresses are being used to obtain repeated guarantees;
- the claim forms part of repeated or abusive use of the guarantee; or
- the claim is otherwise fraudulent or inconsistent with the genuine purpose of the First Pouch Guarantee.
This does not affect any statutory consumer rights you may have.
Contact Us
If you have any questions about returns, refunds, damaged products, cancellations, subscriptions or your eligibility for the First Pouch Guarantee, please contact:
Email: support@cocoadreams.co.uk
Return address:
Glowworm Enterprises LTD / CocoaDreams
White Lodge
Light Alders Lane
Stockport
SK12 2LW
United Kingdom