Refund Policy
1. Perishable Goods (Returns & Exchanges)
Due to the perishable nature of our chocolates, we cannot accept returns, even if unopened. We want you to be 100% satisfied, so if you are unhappy with your purchase, please contact us immediately.
2. Damaged or Faulty Items
If your order arrives damaged, broken, or is incorrect, please email us at cocoadumell@gmail.com within 24 hours of delivery.
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Please include your order number and a photo of the damaged items/packaging.
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We will happily send a replacement or offer a refund for the damaged items if deemed our responsibility.
3. Refunds
If a refund is approved, it will be processed within 7 working days and applied to your original payment method.
4. Cancellations
You may cancel your order up to 24 hours before dispatch. Once the order has been dispatched, we cannot accept cancellations.
5. Shipping
Shipping costs are non-refundable.
6. Bespoke, custom and bulk orders are not covered by these terms and conditions. They will have separate conditions which will be agreed via email prior to final order being placed.
What to include in the Refund Policy
Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much, much more.