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Terms of Service
Prices and VAT
Most food products are usually VAT free, all our prices are quoted without any VAT added (shown as No VAT). There are however some ingredients which do attract VAT at the prevailing standard rate along with packaging, moulds and machinery (shown as Excl. VAT). We take care to publish accurate pricing but occasionally mistakes may happen. If we publish a price higher than we meant to, then we’ll automatically refund you the difference. Likewise, if we publish a price lower than it ought to be, we reserve the right not to fulfil orders at that price and give you the option to pay the correct price of have a full refund for that item.
You can pay in three ways: If you’d like to pay by card you can do so online via our website or over the phone by calling our sales team on 01273 777002 If you’d prefer to pay by bank transfer Please call our sales team on 01273 777002 and can email a pro forma invoice to you. We also offer 30 days credit to trade customers, subject to a minimum monthly spend. Send an email to cs@vantagehouse.com or give us a call to discuss setting up an account Please note that all goods will remain the property of Vantage House UK Ltd until paid for in full.
Stock availability
We have a large amount of stock held in our fulfilment warehouse, but sometimes products are in high demand, or the manufacturer may have production issues. This means that occasionally we may not have some of the products you order in stock. If that happens, we will let you know as soon as we can by telephone or email when it will become available, and we can deliver it as soon as it comes back in stock (or if you prefer we can arrange a refund). In the meantime, we will fulfil any other items on your order as usual or if you prefer, we can hold onto them and send one delivery when all items are in stock.
Cancelling orders
If you’ve ordered something by mistake or just had a change of heart, then let us know. If the goods haven’t been dispatched, we’ll cancel the order and arrange a full refund. If the goods have been dispatched then you can return them and we will refund you minus a restocking charge. We can’t refund any ingredients items that have been opened or goods that no longer suitable for sale. Please note that undamaged goods cannot be returned if they’ve been in your possession for more than 72 hours or if we’ve ordered the goods from a supplier especially for you.
We are as careful as possible when storing, picking and packing your orders. We also work closely with our shipping partners to ensure that everything reaches you in the best possible condition. On the rare occasion that something did go wrong we would do our best to sort it out. Send an email to cs@vantagehouse.com or call our sales team on 01273 777002 within 72 hours of the delivery arriving and we’ll arrange a replacement or refund as you prefer. You can notify us after 72 hours, but please note that at this point refunds and replacements are then at our discretion. Please take photographs of the damaged items AND the packaging in which they arrived.
Technical and application advice
We have a team of experienced chocolatiers and engineers at Vantage House who love to share advice and technical information. You are very welcome to tap into their experience and know how so please do contact us if you need help. Our team share their thoughts in the best of faith, but Vantage House accepts no liability for error or omission in the information provided, nor for any consequences which arise out of how this information is used by you.