Refund policy
The Chocolates Factory does not accept returns on candy items or any edible/consumable food products. Please review your order carefully before placing it.
All return or refund requests must be submitted to our Customer Care Department within 7 business days of receiving your order (as confirmed by TCS tracking) and must be approved by our customer service team in advance.
Refunds for approved returns do not include shipping charges, and customers are responsible for returning products in their original condition. In certain cases, a 20% restocking fee may apply, although this is rarely charged.
Please note the following important conditions:
If any item is missing from your order, we may refund the amount for the missing product only.
We are not responsible for products that melt, break, or become damaged during delivery.
No refunds or replacements will be provided for melted or damaged items caused during shipping.
If there is any issue with your order, customers must provide clear pictures and video.
The Chocolates Factory does not accept any return on candy products. Edible (ALL CONSUMABLE FOOD PRODUCTS) may NOT be returned. All return/refund requests must be made to our Customer Care department within 7 business days of receipt of your order (determined by courier tracking ID) AND must be authorized by customer service in advance. Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition. In some cases a 20% restocking fee will be applied, but rarely charged. Since food products cannot be returned, and we do not refund for melting, please take care when placing an order and keep in mind the following (if you have any concerns or specific requirements, please call us before you place your order).
If it is warm in your area, stay away from heat-sensitive items as we do not refund for melting! And always make sure someone is around to receive the package. Mistakes Double check your online order before hitting that submit button! Of course, if we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 3 business days of receiving your order, as we cannot approve any requests for refunds/reships after such time.
If parcels are refused, there will be a 20% restocking fee, and the original cost of shipping, to and from, will be deducted from refund amount from the purchaser’s original form of payment.
As stated on our FAQ page, The Chocolates Factory cannot take responsibility for products damaged in transit due to extremes in temperature, nor will we replace said product before reviewing the delivery circumstances involved. If questions arise as to perishability, please contact us and we will do our best to provide guidance. In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within seven 7 days after physical receipt of merchandise as determined by TCS tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.
We pride ourselves on providing top-quality products/services paired with efficient delivery. While we strive for excellence in every aspect of our operations, we want to be transparent about our delivery policy. While we take every precaution to ensure the safe delivery of our products, we want to clarify that once the product leaves our premises, we cannot be held responsible for any damage that may occur during transit. However, rest assured, we work closely with trusted delivery partners to minimize any potential issues. Our commitment remains unwavering: to deliver exceptional products/services to our valued customers with utmost care and professionalism.