Refund Policy

Refund Policy Terms of Service 

Because our chocolates and confectionery are perishable food products, we're only able to accept returns and offer refunds under the conditions below. We do not offer refunds or exchanges for change of mind.

Delivery and Signature Requirement

All orders require a signature on delivery. If no one is available to sign at the time of delivery, the courier will leave a card or arrange redelivery/collection in line with their standard process. Once a delivery has been signed for, we're not responsible for the condition of the product afterward, including exposure to heat if the parcel is not collected or brought inside promptly.

Faulty, Damaged, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within [7] days of delivery with your order number and a photo of the issue. Under the Australian Consumer Law, you're entitled to a replacement, repair, or refund for goods that are faulty, not as described, or don't meet consumer guarantees, and in these cases we'll cover the cost of return postage.

Melted or Heat-Affected Chocolate

We take care to package and dispatch orders to minimise the risk of heat damage in transit. Melted or heat-affected chocolate is only eligible for a replacement or refund where the damage was caused by an error on our part (for example, incorrect packaging or a dispatch delay on our end) and is reported to us within [7] days of delivery with a photo of the issue. We're not able to offer refunds or replacements for heat damage caused by transit conditions outside our control, delayed collection, or a parcel left unattended after a signed delivery. All orders are sent via express delivery as standard to help reduce this risk, so there's no need to select an express option separately.

How to Request a Refund or Return

To start a return or refund request, please get in touch via our Contact Us page with your order number and details of the issue. We'll respond with the next steps and, where applicable, a return address.

Refunds

Approved refunds will be processed back to your original payment method within [5-10] business days of us receiving and inspecting the returned item, where applicable.

Questions

If you have any questions about this policy, please contact us before placing your order.