Terms of service

Last updated: 15 September 2026

These Terms of Service (“Terms”) apply when you use the Raw Halo website or purchase products from us.

Please read these Terms before placing an order. By placing an order through our website, you agree to these Terms.

Nothing in these Terms affects your statutory rights as a consumer.

1. About us

This website is operated by Raw Halo Ltd, a company registered in England and Wales.

Company number: 09239306

Registered office:
Lower Ground Floor
122 Bath Road
Cheltenham
GL53 7JX
United Kingdom

Correspondence address:
Unit 5493, PO Box 6945
London
W1A 6US
United Kingdom

Email: hello@rawhalo.com

Our online store is powered by Shopify.

2. Using our website

You may use our website for lawful purposes and to browse and purchase our products.

You must not misuse our website, attempt to gain unauthorised access to it, knowingly introduce malicious or harmful material, interfere with its operation, or use it for fraudulent or unlawful purposes.

If you are under 18, you should only use our website and make purchases with the involvement of a parent or guardian.

3. Our products

We take reasonable care to ensure that product descriptions, photographs, ingredients, weights, prices and other information displayed on our website are accurate.

However, because our products are physical food products, their appearance may vary slightly from photographs displayed online. Packaging may also change from time to time.

Chocolate is particularly sensitive to temperature. Changes in temperature can occasionally result in cosmetic changes such as chocolate bloom. Bloom does not necessarily mean that chocolate is unsafe to eat.

If you believe there is a quality problem with a product you receive, please contact us in accordance with our Returns & Refunds Policy.

4. Ingredients and allergens

Our products are dairy-free and gluten-free.

Some Raw Halo products contain tree nuts as an ingredient, and all of our products may contain tree nuts and peanuts.

Ingredients and allergen information can vary between products, so you should always check the information provided on the individual product page and the product packaging before consumption.

If you or the person consuming the product has a food allergy or intolerance, please check the relevant ingredient and allergen information carefully before consuming the product.

If you have any questions about ingredients or allergens before ordering, please contact us at hello@rawhalo.com.

5. Placing an order

When you place an order through our website, you are making an offer to purchase the products in your order.

After placing your order, you will normally receive an automated confirmation email acknowledging that we have received it. This acknowledgement does not necessarily mean that we have accepted your order.

Our acceptance of your order and the contract between you and Raw Halo will normally take place when your order is dispatched.

If we are unable to accept your order, we will let you know and will not charge you or will refund any amount already paid.

6. Availability

All products are subject to availability.

Occasionally, a product may become unavailable after you place an order. If this happens, we may contact you to offer an alternative where appropriate or cancel and refund the unavailable item.

We reserve the right to discontinue products or change our product range at any time.

7. Prices

Prices displayed on our website are in pounds sterling (£) and include VAT where applicable.

Delivery charges, where applicable, are shown separately and will be displayed before you complete your purchase.

We take reasonable care to ensure prices displayed on our website are correct.

If we discover an obvious pricing or website error affecting your order, we may contact you before dispatch to give you the option of purchasing the product at the correct price or cancelling the affected item. We will not knowingly fulfil an order at an obviously incorrect price.

8. Payment

Payment is taken using the payment methods offered during checkout.

These may include Shopify Payments, Shop Pay, PayPal, Apple Pay and Google Pay.

Your payment information may be processed by Shopify and/or the relevant payment provider in accordance with their terms and privacy practices.

You confirm that you are authorised to use the payment method you provide.

9. Delivery

Available delivery options, estimated delivery times and applicable delivery charges are displayed on our website or during checkout.

Delivery times are estimates unless we expressly agree otherwise.

We will take reasonable steps to deliver your order within the stated timeframe, but circumstances outside our reasonable control can occasionally cause delays.

Please ensure that the delivery address and contact details you provide are complete and accurate.

If you realise you have provided incorrect delivery information, please contact us as soon as possible at hello@rawhalo.com. We cannot guarantee that an address can be changed once an order has entered the fulfilment process.

10. Storage of our products

Chocolate should be stored in a cool, dry place away from direct sunlight.

Please follow any additional storage instructions shown on the product packaging.

Raw Halo cannot be responsible for deterioration caused by products being stored contrary to the storage instructions after delivery.

This does not affect your rights where a product was faulty or otherwise not as it should have been when supplied.

11. Cancellations, returns and refunds

If you wish to cancel an order, please contact us as soon as possible at hello@rawhalo.com.

We will do our best to stop your order before it is processed for dispatch, although this may not always be possible because orders can be fulfilled quickly.

If we are able to cancel your order before dispatch, we will issue a full refund to your original payment method.

If your order has already been dispatched, or if you receive a product that is damaged, faulty, incorrect or otherwise not as it should be, please refer to our Returns & Refunds Policy.

Nothing in these Terms or our Returns & Refunds Policy affects your statutory rights.

12. Subscribe & Save

We offer a Subscribe & Save service on selected products.

Where available, subscription purchases currently receive a 5% discount from the applicable standard product price.

Available delivery frequencies may include:

Every 2 weeks
Every 1 month
Every 2 months
Every 3 months

There is no minimum subscription commitment.

You can manage your subscription through the subscription management facilities provided on our website. Subject to any order that has already been processed, you can cancel, pause, skip or otherwise manage future subscription orders.

Changes or cancellations should be made before your next subscription order is processed. The applicable cut-off and next scheduled order information will be shown through the subscription management service.

Subscription payments are automatically charged to your chosen payment method in connection with each scheduled order unless you pause, skip or cancel the subscription in time.

Prices and discounts may change from time to time. Where a change affects an existing subscription, we will provide any notice required by law before the change takes effect.

Our subscription functionality is currently provided using Appstle Subscriptions.

13. Gift cards

We offer Raw Halo gift cards for use towards eligible purchases on our website.

Raw Halo gift cards do not expire.

Gift cards cannot be exchanged for cash and no cash change will be given.

Please keep your gift card details secure. If you believe a gift card has been lost, stolen or used without your permission, please contact us at hello@rawhalo.com as soon as possible.

Nothing in this section affects your rights under applicable law.

14. Discount codes and promotions

From time to time, we may offer discount codes, promotional offers, competitions or other promotions.

Promotions may be subject to additional terms, eligibility requirements, start and end dates or product exclusions.

Unless stated otherwise:

Discounts cannot be applied retrospectively to completed purchases.
Only one promotional code may be used per order.
Promotional offers have no cash alternative.

We may withdraw or amend a promotion where reasonably necessary, provided this does not affect orders we have already accepted or any rights you have under applicable law.

We reserve the right to refuse or cancel the use of a promotional code where we reasonably believe it has been used fraudulently, incorrectly or contrary to its terms.

15. Reviews and other content

You may be able to submit product reviews or other content through our website.

Reviews should reflect your genuine experience and must not contain material that is unlawful, defamatory, threatening, abusive, discriminatory, misleading, fraudulent, obscene, infringes another person's intellectual property or privacy rights, or otherwise violates applicable law.

We may moderate or remove content where we reasonably believe it breaches these requirements or applicable law.

By submitting a review or other content for publication, you give us permission to display and use that content in connection with our website and business, subject to applicable law and our Privacy Policy.

Our product review functionality is currently provided using Judge.me.

16. Intellectual property

The content of our website, including the Raw Halo name and branding, logos, product and packaging designs, photographs, graphics, text and other materials, is owned by or licensed to Raw Halo Ltd and is protected by intellectual property laws.

You may access and use our website for your personal, non-commercial use.

You must not reproduce, distribute, commercially exploit, modify or otherwise use our intellectual property without our prior written permission, except where permitted by law.

17. Third-party services and links

Our website uses services provided by third parties and may contain links to third-party websites.

We are not responsible for the content or availability of websites operated by third parties.

Your use of third-party services may also be subject to the relevant provider's own terms and privacy policy.

Information about how we and our service providers process personal information is available in our Privacy Policy.

18. Our responsibility to you

If we breach these Terms, we are responsible for any loss or damage you suffer that is a foreseeable result of our actions or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is an obvious consequence of our breach, or if both you and Raw Halo knew it might happen when your order was placed.

We are not responsible for losses that could not reasonably have been foreseen.

Our products and website are intended for personal and domestic use. We are therefore not responsible under these consumer Terms for business losses such as loss of profit, revenue, business or business opportunity.

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

Nothing in these Terms affects your statutory rights, including your rights if a product is faulty, not as described or otherwise does not meet the requirements of consumer law.

19. Events outside our control

We will not be responsible for delays or failure to perform our obligations where caused by events outside our reasonable control.

If such an event significantly affects an order, we will take reasonable steps to minimise the impact and will contact you where appropriate.

Your statutory rights, including any rights you may have where goods are not delivered within a required timeframe, are not affected.

20. Privacy

We process your personal information in accordance with our Privacy Policy.

Our website also uses cookies and similar technologies as described in our Privacy Policy and cookie controls.

21. Changes to these Terms

We may update these Terms from time to time, for example to reflect changes to our products, services, business practices or applicable law.

The Terms that apply to an order will normally be those in force when you place that order.

We will update the “Last updated” date when these Terms change.

22. If part of these Terms is invalid

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

23. No waiver

If we do not immediately enforce a right under these Terms, this does not mean that we have waived that right.

24. Governing law

These Terms are governed by the laws of England and Wales.

If you live in England or Wales, the courts of England and Wales will have jurisdiction.

If you live in Scotland or Northern Ireland, you may also be entitled to bring proceedings in your local courts and nothing in these Terms affects any mandatory consumer protections that apply to you.

25. Contact us

If you have any questions about these Terms or an order, please contact:

Raw Halo Ltd