Terms & Conditions
Please read these terms carefully before placing an order
These terms may have changed since you last reviewed them. When you buy from us you are agreeing that:
• These terms do not affect your statutory rights as a consumer under laws applicable in the UK.
• We only accept orders when we’ve checked them.
• Sometimes we reject orders.
• We charge you when we accept your order.
• We’re not responsible for delays outside our control.
• Products can vary slightly from their pictures.
• You have a legal right to change your mind (with some exceptions for perishable and personalised goods).
• You have rights if there is something wrong with your product.
• We can change products and these terms.
• We don’t compensate you for all losses caused by us or our products.
• We use your personal data as set out in our Privacy Notice.
• You have several options for resolving disputes with us.
• You have the right to change your mind using our model cancellation form.
1. Orders
1.1 Where to find information about us and our products
You can find everything you need to know about us, Cadbury Shop, and our products on our website at shop.cadbury.co.uk before you order. We also confirm the key information to you in writing after you order, by email or in your online account.
The Cadbury Shop is owned and operated by Mondelez UK Limited, a company registered in England and Wales (Company No. 00203663whose registered office is at Uxbridge Business Park, Sanderson Road, Uxbridge, Middlesex, UB8 1DH. Mondelez International is our parent company.
Our products are for your personal and domestic use only. They’re not for resale or commercial purposes. By ordering, you confirm that you’re at least 18 years old and resident in the United Kingdom.
1.2 We only accept orders when we’ve checked them
We contact you to confirm we’ve received your order and then we accept it when we dispatch the product and confirm dispatch to you. When you place an order, the order button will make clear that you are committing to make a payment.
1.3 Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because we can’t obtain payment authorisation, because there’s a pricing error, or because you’re located outside our delivery areas. When this happens, we let you know as soon as possible and refund any sums you have paid.
If ordered goods become unavailable, we’ll notify you by email and offer you the option to wait for re-stock, select an alternative, or cancel for a full refund.
1.4 Products can vary slightly from their pictures
A product’s true colour may not exactly match that shown on your device and its packaging may be slightly different from images shown. Product specifications and packaging are subject to change.
Because our products are handmade and seasonal, actual product appearance may vary from images shown. Seasonal or limited-edition products may be subject to additional availability notices.
2. Prices and VAT
2.1 Prices
All prices are in pounds sterling (GBP) and include UK value added tax (VAT) at the applicable rate. Delivery charges are shown separately at checkout before you confirm your order.
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
2.2 Payment Methods
We accept payment by: major credit and debit cards (Visa, Mastercard,); PayPal; Apple Pay and Google Pay. Payment must be made in full at the time of ordering. We use industry-standard encryption to process payments securely and we don’t store your full card details.
2.3 Discount codes
Only one discount or promotional code may be used per order. Codes can’t be transferred, have no cash value, can’t be combined with other offers, and can’t be applied to previous orders.
3. Deliveries
We’re not responsible for delays outside our control
3.1 Delivery times
Delivery options, estimated timeframes, and charges are displayed at checkout. Standard delivery orders are typically dispatched within 2 Business Days of order confirmation, and all orders are dispatched within 5 Business Days. Next day delivery is available for orders placed before the cut-off time displayed at checkout. Deliveries are made by our courier partners, including Royal Mail, Evri, and DPD. We'll send you a tracking link where available.
If our delivery of your product is delayed by an event outside our control, we’ll contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for but not received.
3.2 Delivery locations
Delivery is available to UK addresses only. We don’t deliver to PO Boxes, BFPO addresses, or certain remote areas.
🍫 Our products and warm weather
Chocolate products can be affected by high temperatures during delivery. While we use appropriate packaging to minimise this risk, we can’t guarantee products will be unaffected during warmer months (typically May–September). We recommend refrigerating products promptly upon delivery in warm weather
3.3 Failed deliveries
If a delivery attempt is unsuccessful, our courier will follow their standard re-delivery or collection process. If an item is returned to us because of an incorrect address you gave us or failure to collect, re-delivery charges may apply.
4. Your legal rights
4.1 You have a legal right to change your mind
For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. You have 14 days to change your mind after the day you receive the goods, but:
You cannot cancel any personalised orders, as these products are made specifically to your specifications. Please see the section below entitled “Personalised Products” for further information.
To let us know you want to change your mind, contact our Customer Service Team by emailing customer.experience@thehutgroup.com or writing to THG Ingenuity Customer Services, Meridian House, Gadbrook Park, Cheshire, CW9 7RA. You may also use the model cancellation form set out at the end of these terms, but it is not obligatory. To return products, you can use our online returns portal to arrange a return.
You have to return the product to us within 14 days of telling us you've changed your mind. Return postage costs are at your expense unless the item is faulty or incorrect. We refund you within 14 days of receiving the returned goods (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
If you handle the product in a way which would not be acceptable in-store, we may reduce your refund to compensate us for its reduced value. For example, we may reduce your refund if the product’s condition is not “as new” or the packaging is damaged. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we’re likely to reduce your refund.
4.2 When you can’t change your mind
⚠️ Important – please read carefully
You can’t change your mind about an order for: products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; goods that are made to your specifications or are clearly personalised (like custom-wrapped bars or gift boxes with names); and perishable goods like chocolate and confectionery products liable to deteriorate or expire rapidly.
4.3 You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team by emailing customer.experience@thehutgroup.com with your order number and photographs where possible. We honour our legal duty to provide you with products that are as described and that meet all the requirements imposed by law.
We can’t accept returns of products that have been consumed or partially consumed, damaged through misuse or improper storage after delivery, or tampered with.
4.4 Summary of your key legal rights
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
Your legal rights are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.
• Up to 30 days: if your goods are faulty, then you can get a refund.
• Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
• Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
You are liable for the goods (including the risk of loss or damage) once they pass to you upon delivery to the address you specified. If you arrange collection from a delivery depot, nominate a safe place, or authorise someone else to receive the goods, the risk passes at that point.
4.5 You will own your product once we have received payment in full
You will own your product once we have received payment in full for your order, including all applicable delivery charges.
5. Our goods and services
5.1 Allergen information
Allergens 🤝 notice
All Cadbury products are manufactured and packaged in facilities where nuts (including peanuts and tree nuts), milk, wheat (gluten), soya, eggs, and other allergens may be present. We can’t guarantee that any product is entirely free from allergens. If you or the intended recipient has a food allergy or intolerance, please check all product labelling carefully before consuming.
Allergen and ingredient information displayed on the Website is provided in good faith as supplied by the manufacturer. We strongly recommend checking the physical product packaging upon receipt, as formulations may change. The product packaging is the definitive source of allergen information.
Full product information, including ingredients lists, nutritional information, net weight, and allergen declarations, is available on each product page before you place your order. This information is provided in accordance with the Food Information Regulations 2014 and Regulation (EU) No 1169/2011 (as retained in UK law). The product packaging remains the definitive source of food information.
If you have a severe allergy, please seek medical advice before consuming any confectionery product.
5.2 Best before dates and storage
All products carry individual best-before dates. For best quality, products should be consumed within [12] weeks of receipt and stored in a cool, dry place away from direct sunlight and extreme temperatures.
5.3 Personalised products
Personalised products (including custom-wrapped bars, hampers, and gift boxes with names, messages, or images) are made to order specifically for you. You can’t change your mind (including cancelling the order) about these products unless they arrive faulty, damaged, or materially different from your order confirmation.
When submitting personalisation details, you’re responsible for making sure all information (spelling, names, dates, and messages) is accurate. We process your order based on the information you submit.
We may refuse personalisation requests that contain content that is offensive, defamatory, obscene, or otherwise unlawful. Gift messages are subject to the same content standards.
Additional lead times for personalised products are indicated on the product page or at checkout. These are estimates only.
5.4 Gift vouchers and eGift cards
Gift vouchers and eGift cards are valid for 24 months from the date of purchase. Any unused balance is forfeited on expiry and won’t be refunded.
Vouchers are non-refundable unless you exercise your legal right within 14 days from the purchase date. Only one voucher may be applied per order; vouchers can’t be combined with other discount codes unless expressly permitted.
If you cancel or receive a refund for an order paid using a voucher, any refund due for the voucher portion will be reissued as a replacement voucher of equivalent value, not as cash.
We’re not responsible for vouchers that are lost, stolen, or used without your authorisation. Please treat voucher codes as you would treat cash.
Vouchers may only be used at shop.cadbury.co.uk and can’t be redeemed at third-party retailers or physical stores.
5.5 We don’t compensate you for all losses caused by us or our products
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, any breach of the terms implied by the Consumer Rights Act 2015, or any other matter for which it would be unlawful for us to exclude or restrict liability.
Subject to the above, our total liability to you in connection with any order won’t exceed the total amount you paid for the relevant goods.
We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:
• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section about delays.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
6. Important information for you
6.1 We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: www.shop.cadbury.co.uk/c/privacy-policy
We validate payment information and order details against third-party databases and fraud-prevention services to protect customers and prevent fraudulent transactions. By accepting these terms, you consent to such checks. These checks won’t affect your credit rating.
All payment information is transmitted using industry-standard encryption. We work with [PAYMENT PROCESSOR NAME(S)] to process payments securely and don’t store your full card details on our systems.
6.2 You must be at least 18 to order
You must be at least 18 years of age to buy from our Website. By placing an order, you confirm that you meet this age requirement.
You must register with accurate personal information, including your real name, delivery address, telephone number, and email address. Please notify us promptly of any changes to your details.
If we have reasonable grounds to believe you’re purchasing goods for commercial resale, we may cancel your order and refuse service.
6.3 We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
· you don’t make any payment to us when it’s due and you still don’t make payment within [5] days of our reminding you that payment is due;
· you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product; or
· you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us.
6.4 We can change products and these terms
Changes we can always make. We can always change a product to reflect changes in relevant laws and regulatory requirements, or to make minor technical adjustments and improvements that do not materially alter the product you ordered. These are changes that don’t affect your use of the product. Examples of the types of changes we may make include:
• changes to allergen or nutritional information labelling to comply with food safety or consumer protection regulations;
• reformulation of products to meet regulatory requirements (such as sugar or salt reduction targets);
• changes to packaging to comply with environmental, sustainability, or recycling regulations;
• updates to product descriptions or specifications to reflect changes in applicable food standards or industry codes of practice;
• minor improvements to product quality, taste, or appearance;
• changes to gift box combinations, hamper contents, or product bundles to reflect availability, seasonality, or product range updates; and
• changes to sleeve designs, packaging artwork, or presentation materials.
6.5 Events outside our control
We won’t be in breach of these terms, nor liable for any failure or delay in performing our obligations, where such failure or delay results from events beyond our reasonable control. Such events include: severe weather, fire, or flood; pandemic or epidemic; labour disputes; civil unrest; governmental actions or restrictions; failure of third-party delivery services or payment providers; or disruption to telecommunications or utility networks.
In such circumstances, our obligations will be suspended for the duration of the relevant event. We’ll endeavour to notify you as soon as reasonably practicable and to resume performance or offer a full refund as soon as practicable.
6.6 We can transfer our contract with you, so that a different organisation is responsible for supplying your product.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.
6.7 You may only transfer your contract with us to someone else if we agree to this.
We may not agree if the person you want to transfer to is located outside our delivery area, if there are outstanding payments due on the order, or if we have reasonable grounds to believe the transfer is for commercial resale purposes. However, you can transfer our guarantee to a new owner of the product. We can require the new owner to prove you transferred the product to them, for example by providing the original order confirmation email, proof of purchase, or delivery receipt.
6.8 Nobody else has any rights under this contract
This contract is between you and us (other than someone you gave a product to as a gift). Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply
If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
6.9 Even if we delay in enforcing this contract, we can still enforce it later
We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
6.10 These terms and our other policies
These terms, together with our Privacy Notice, Cookie Policy, and Website Terms of Use, make up the entire agreement between you and us relating to your purchase of goods.
7. Complaints
If you have a complaint about our products or service, please contact our Customer Service Team in the first instance using the contact details below. We will acknowledge your complaint within [2 days] and aim to resolve it within [14 days]. If we cannot resolve your complaint within this timeframe, we will let you know and provide an estimated resolution date.
8. Disputes and Alternative Dispute Resolution
8.1 ADR
If we cannot resolve your complaint through our internal complaints procedure, you may be able to use an alternative dispute resolution (ADR) service. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you’re not satisfied with the outcome of ADR, you can still bring a claim in court.
We are not willing to use an ADR provider to resolve disputes with consumers.
8.2 You can go to court
These terms are governed by English law and wherever you live you can bring claims against us in the English courts.
9. Contact Us
If you have any questions, concerns, or complaints about these Terms or your order, please contact our Customer Service team:
Customer Services: customer.experience@thehutgroup.com
Post: THG Ingenuity Customer Services, Meridian House, Gadbrook Park, Cheshire, CW9 7RA
Telephone: 08002084840
Hours: 8am-8pm Monday-Friday, 9am-4pm Saturday‑Sunday
Website: shop.cadbury.co.uk
10. Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To: Mondelez UK Limited,
Uxbridge Business Park, Sanderson Road, Uxbridge, Middlesex, UB8 1DH
[CUSTOMER SERVICE EMAIL ADDRESS]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.
Last updated: [12/08/2026] | Version 1.0 Draft