Refund policy
Refund & Exchange Policy
At The Chocolates Factory, customer satisfaction is important to us. Please read our policy carefully before placing your order.
Returns
- We do not accept returns on candy, chocolates, or any edible/consumable food products.
- Please review your order carefully before completing your purchase.
Refunds & Exchanges
- All online payments (including credit card, debit card, and website payments) are non-refundable.
- If an order qualifies under our return policy, the approved amount will be issued as store credit, which can be used for future purchases, or you may exchange it for products of the same value.
- Refund or exchange requests must be submitted within 7 business days of receiving your order (as confirmed by courier tracking) and require prior approval from our Customer Care team.
Shipping & Delivery
- We are not responsible for products that melt, break, or become damaged during transit due to heat or courier handling.
- No refunds or replacements will be provided for products damaged during shipping.
- Please ensure someone is available to receive your parcel promptly, especially during warm weather.
Order Issues
- If an item is missing or we have made an error with your order, please contact us within 2 business days. We will review your claim and, if approved, refund or replace the missing item only.
- All claims must include clear photos and an unboxing video of the package and products.
Additional Information
- Approved refunds do not include shipping charges.
- Customers are responsible for returning eligible non-food items (if applicable) in their original condition.
- A 20% restocking fee may apply in certain cases, including refused deliveries, where applicable.
This version is concise, easy to understand, and suitable for your website while covering all the important legal points.