Refund policy

Order Amendment/Cancellation

Order amendments/cancellations can only be accepted if the request is received and acknowledged by us, before the order has moved into production. Once an order has reached production, we are unable to cancel it. 

If we are able to accept a cancellation request, any refunds will be less an administration charge to cover the cost of the sale and refund to us.

We do not accept returns.

 

Damaged/Incorrect/Missing Items

We want nothing more than your chocolate to arrive correctly and in the very best condition. However, despite our greatest efforts, issues can arise from time to time.

Please inspect your order upon receipt and let us know immediately (and no later than 24 hours after receipt) if the item(s) are defective, damaged or incorrect, so that we can evaluate the issue and respond appropriately.

When contacting us regarding an issue with your order, you must include full and clear photographic evidence of the product(s) (untampered) and the packaging it arrived in. If your complaint is in regards to more than one product, we require at least one picture showing all products together in the same image. Without images of both the product and packaging, we may be unable to take any further action.

 

 

Reasons not covered by our refund/replacement policy

A “change of mind” is not eligible for a refund.

All our products are handmade, by a team of people therefore no two products will be identical. Refunds will not be given for variance to the bar i.e. thickness of chocolate, decoration of bar etc unless at managements discretion.

Since taste is a very personal matter and subjective we cannot accept refund/replacements requests simply because you do not like the taste and/or texture.

We take great care in the making and packing of our products however chocolate is fragile. Therefore, small cracks and imperfections will not be covered within our refund policy unless deemed by us (the company) to be an unacceptable level of damage. This is because the product is still fit for consumption.

Some of our products come with a short shelf life, which will be clearly stated on the product description. Please be mindful of this when placing your order as complaints about short shelf life will not be eligible for refunds/replacements.

Should a refund be processed for any reason, it will be subject to an administration charge, payable by you, the customer.

 

Chargebacks

If you have reached out to us please allow us time to respond. Please do not file chargebacks. These are extremely destructive to small businesses like ours and will result in all future orders being pre-emptively cancelled. They will also add a considerable amount of time to the issue being dealt with versus dealing with us directly. Should there be issues or questions about your order please reach out to us.