Terms of service

Prices and VAT

As most food products are VAT free, all our prices are quoted without any VAT added (apart from a handful which do attract VAT at the standard rate – if that’s the case we’ll make it clear).  So, what you see is what you’ll pay.

We’re careful to publish accurate prices but mistakes happen to the best of us.  Its rare, but 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.

Payments

You can pay in three ways:

• If you’d like to pay by card you can do so online or over the phone
• If you’d prefer to pay by bank transfer just give us a call (01273 476 721) and we’ll set that up with you
• We also offer 30 days credit to trade customers, subject to the usual checks of course.  Drop us a note (hello@hbingredients.co.uk) or give us a call to discuss setting up an account

Please note that all goods will remain the property of Henley Bridge until paid for in full.

Stock availability

We’ve got oodles of stock in our 30,000 square foot warehouse, but sometimes a product is in high demand or the manufacturer has production issues.  This means that occasionally we may not have some of the products you order in stock. 

If that’s the case, we’ll immediately let you know when it will become available and deliver it as soon as it comes back in stock (or if you’d rather cancel that part of the order that’s fine, we’ll arrange a refund).  In the meantime, we’ll 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.

Shortages

There’s a lot going on here at Henley Bridge HQ and occasionally our team may miss a product from your order. In the unlikely event this does happen you must notify us by sending an amended delivery note within 72 hours of receiving your order.

In order to confirm any shortages we’ll conduct an investigation by way of cycle count, proof of delivery, weight of consignment, number of boxes sent and reviewing CCTV if necessary. This investigation will be completed within five working days of receiving an amended delivery note. Throughout the investigation we will remain in contact with you to answer any questions or queries you may have about your case.

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 we’ll pick them up and refund you minus the cost of picking them up and any opened goods 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.

Call to order

Whilst the majority of items on our website are suitable for delivery in small quantities via couriers some items are fragile and we have indicated these as ‘Call to order’ on the product page. When placing an order including these items, we recommend you buy the minimum quantity advised, this will allow us to dispatch your order on a secure pallet with confidence that it will arrive in good condition. If you wish to order a smaller quantity than recommended, it will be dispatched by a third-party courier at your own risk. Henley Bridge will not accept responsibility or liability for goods shipped in this method against our advice and we will not offer any refunds or replacements on ‘call to order’ products not dispatched on a pallet.

Damages

We’re very careful when storing, picking and packing your order. We also work closely with our transportation partners to ensure that everything reaches you in tip-top condition. On the rare occasion that something does go wrong though, we’ll make it right.

Just fill in our online form or call us (01273 476 721) within 48 hours of the delivery arriving and we’ll arrange a replacement or refund as you prefer. Please do not discard any damaged stock until you’ve spoken to a member of our team as we may need to arrange a collection to resolve the situation.

In order to report an incident of damage in your delivery, we require the following information:

• Your email address
• Your order number (you can find this on your order confirmation email)
• A photo of the damaged item(s)
• A photo of the product packaging
• A photo of the delivery packaging including the shipping label

You can notify us after 72 hours, but please note that at this point refunds and replacements are then at our discretion.

Deliveries

We offer next working day delivery as standard on all UK orders placed before 2pm (excluding Highlands and Islands). Delivery is free on orders over £150 and with orders between £50 and £150 the delivery and fulfilment is charged at £8. All orders must meet our minimum value of £50 before any discounts are applied.

There are some exclusions to this where we pass on courier and haulier delivery fees at cost and this might be a two-day service. In these cases, the delivery cost will be confirmed at checkout see exclusions here: https://hbingredients.co.uk/pages/delivery-charges

Failed delivery charge

In the unlikely event our third-party carriers are unable to deliver your consignment due to no one being available to receive it, a re-delivery charge may apply. This charge will be dependent on the terms and conditions imposed by the carrier, and Henley Bridge accept no responsibility or liability for this. In the event that this does happen, we will contact you to let you know.

Where re-deliveries are not rearranged and are returned to us, we will process a refund or a credit to your account, minus any transportation charges imposed by the third-party carrier, if you no longer require you’re order we will also apply a £8 handling fee.

If you still want your goods and would like to arrange a redelivery this will be charged at the third party carriers rate.

Technical and application advice

We have a team of experts at Henley Bridge who love to share application advice and technical information.  You’re very welcome to tap into their expertise so please do reach out to us if we can help.

Our team share their thoughts in the best of faith, but Henley Bridge 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.   

All orders are accepted and delivered strictly on the basis of our published T&Cs.

Please take a moment to check out the product specifications and allergen details. If anything pops up or you have any questions, feel free to reach out to us within 7 days. If we don't hear from you, we'll take it as a thumbs up that everything's good to go!

What do I do if I’m unhappy about anything?

If anything is bothering you then please do get in touch by emailing (sales@hbingrients.co.uk) or by contacting our customer service team on (01273 476 721) and we’ll do everything we can to make things better. 

We reserve the right to change our terms and conditions at any time. The new version of the T&Cs will be posted on this website (www.hbingredients.co.uk) and will take effect immediately upon posting. If you use the website after the new terms and conditions have come into effect, you will be indicating your agreement to be bound by the new terms and conditions.

You can save and print these terms if you need to.

Nothing in these terms and conditions shall affect your statutory rights.

 

Henley Bridge Machinery General Terms, Conditions and Warranty 

1.0 Application area

Any exception to the current terms and conditions has to be approved in writing by Henley Bridge. 

1.1 Deliveries:

All deliveries must be inspected and signed for by the customer on arrival. Any issues must be notified to Henley Bridge within 48 hours of delivery.

If the goods cannot be inspected at the time of delivery, they should be signed for as “goods unchecked” from the carrier. Without this, we will be unable to make a claim from the carrier for any damage caused during transit and therefore may not be able to accept a claim from the customer.

1.2 Installation

A member of our team will be in touch to organise an installation date with you if required, usually within 24-48 hours of delivery (Excluding Weekends and Bank Holidays).

Installation will be carried out by a Chocolate World trained member of staff from Henley Bridge.

1.3 Price

All prices are stated in writing and are net of VAT and are valid for 30 days.

Prices and quotations are not binding. Henley Bridge have the right to change them at any time until the acceptance of an order.

Risk in the goods shall pass to the customer upon delivery and the customer will be responsible for keeping the goods fully insured against theft and damage, howsoever caused. Henley Bridge retains full title to any and all goods until they are paid for in full.

1.4 Delivery:

The estimated lead time for machine delivery is three-four weeks. Lead times are always approximate and delivery dates are given in good faith. Longer lead times can be seen at peak seasons (February/March and October/November). 

1.5 Payment

A 30% deposit is to be paid to secure an order and full payment is required before delivery or within 30 days of delivery if the customer has an agreed credit account with Henley Bridge, unless a pre-agreed payment plan has been signed by both parties. Orders placed are not confirmed until a deposit is received. 

1.6 Intellectual Property

The trademarks, titles, characters, trade names, graphics, designs and other properties are protected intellectual properties owned by CHOCOLATE WORLD and the customer is not permitted to transfer sketches, documents or any other right or document that they receive, to a third party. The customer is not allowed to remove, alter or conceal messages, advertising and / or the logo of CHOCOLATE WORLD that is on the material.

1.7 Returns, refunds and cancellations:

For stock items orders may be cancelled any time before dispatch with a full refund. 

Orders for custom-made machinery cannot be cancelled once a deposit has been paid and any and all such deposits paid for custom-made machinery are strictly non-refundable.

In the event of a cancellation of a custom-made machine by the customer, and without prejudice to the above, Henley Bridge Ingredients Ltd further reserves the right to seek payment of the total balance outstanding including any loss of profit.

1.8 Warranty Conditions

Warranty period:

Chocolate World machinery is covered by a 2-year factory warranty from the date of purchase. Exception only for the table top machine, which is 1-year factory warranty.

Covered defects:

The warranty covers manufacturing defects and faults in parts occurring during normal use. This includes, among others:

Electrical malfunctions not caused by the user

Mechanical defects in the motor, bowl, or other technical parts

Warranty requirements:

The purchase must have been made directly from Henley Bridge

The machine must be used according to the instructions in the product manual

No unauthorized modifications or repairs have been carried out

Correct voltage is used

Exclusions:

The warranty becomes void in the following cases:

Damage caused by misuse or negligent maintenance

Repairs or interventions by non-certified technicians

Installing non-genuine spare parts (non-genuine parts invalidate warranty if they cause damage.)

Damage due to water, fire, or other external influences

Normal wear and tear

1.9 Preventative Maintenance

We recommend the following for longevity of your machinery

• Regular cleaning (not with water or any liquid substance)
• Following the user manual
• Replacing parts when required.

 

2.0 Liability:

Henley Bridge shall in no circumstances be liable to the customer for any consequential loss of any kind, whether directly or indirectly caused by any fault in the goods or delay in delivery.

2.1 General

If any part of these Terms is found to be void or unenforceable by any Court of competent jurisdiction, such part shall be severed from these Terms which will otherwise remain in full force and effect.

These Terms shall be governed by and interpreted according to English Law and the parties submit to the exclusive jurisdiction of the English Courts. 

Warranty claim or technical support:

For warranty claims or technical support, please contact your sales representative or the office at Henley Bridge, where they will be happy to help with your enquires/troubleshooting.

Henley Bridge, Cocoa House, 15, Cliffe Industrial Estate, Lewes, BN8 6JL

Phone: 01273 476 721

Enqiries@hbingredients.co.uk

Opening times:

Monday: 8:00-16:45

Tuesday: 8:00-16:45

Wednesday: 8:00-16:45

Friday: 8:00-16:45

Saturday & Sunday: Closed

Alternatively you can contact Chocolate World Directly:

Email: info@chocolateworld.be

Telephone: +32 (0)3 216 44 27

Mon – Fri, 09:00 to 16:00 CET

Website: www.chocolateworld.be

Address: Smallandlaan 4 unit 2, 2660 Hoboken (Antwerp), Belgium

Don't forget to include your warranty certificate, proof of purchase, and the device serial number when submitting a claim, alongside any photos/videos that may help the case.

 

 

These terms and conditions were last updated on 07/07/2026.