Returns & Refunds Policy

At Cocoba Chocolate, we take great care to ensure every order arrives in perfect condition. We hope you love your chocolate as much as we do, but if something isn't quite right, we're here to help.

Returns

Due to the perishable nature of our chocolate and confectionery products, we do not accept returns or exchanges for change of mind, unwanted gifts or products ordered in error.

For food safety and hygiene reasons, we are unable to accept returned food products once they have been dispatched.

However, if your order arrives damaged, defective or is lost in transit, we'll be happy to help resolve the issue.

Damaged or Defective Products

If your order arrives damaged, melted or in an unsatisfactory condition, please report the issue within 48 hours of delivery by emailing info@cocobachocolate.com.

Please include:

• Your order number

• A brief description of the issue

• Clear photographs showing the damaged or defective products and, where possible, the packaging

Reporting damage within 48 hours helps us investigate the issue promptly and resolve your claim as quickly as possible.

We may request additional information to help us investigate.

Once we've reviewed your claim, we'll arrange an appropriate resolution, which may include a replacement or refund.

Photographic evidence is generally required for damage claims, although we may consider other evidence where photographs are unavailable or where required by applicable law.

Please do not return damaged food products unless our customer service team specifically asks you to do so.

Reporting an issue after 48 hours does not automatically exclude you from a refund or replacement where required by applicable law.

Lost or Missing Orders

If your order hasn't arrived within the expected delivery timeframe, please check your USPS tracking information first.

If your package is marked as delivered but you haven't received it, we recommend checking around your property, with household members or neighbours, and with your local USPS office.

If you still can't locate your order, please contact us at info@cocobachocolate.com with your order number.

We'll investigate the delivery with USPS and, where the order is confirmed lost or has not been delivered, arrange a replacement or refund as appropriate.

Incorrect or Incomplete Orders

If you've received the wrong product or an item is missing from your order, please contact us as soon as possible.

Include your order number, a description of the issue and photographs where relevant.

We'll work to resolve the issue by sending the correct or missing product or arranging an appropriate refund.

Refunds

If your refund is approved, it will be issued to your original payment method.

Refunds are generally processed within 5–10 business days of approval, although the time taken for funds to appear in your account may vary depending on your bank or payment provider.

Where applicable, refunds will include the original shipping charges in accordance with applicable law.

Non-Returnable Items

For food safety and quality reasons, we do not accept returns for:

• Chocolate, confectionery and other perishable food products purchased in error

• Products that are no longer wanted or required

• Unwanted gifts

• Products where a customer has simply changed their mind

These exclusions do not affect your rights if products arrive damaged, defective, incorrect or are not delivered.

Contact Us

If you have any questions about your order or our Returns & Refunds Policy, please contact our customer service team:

Email: info@cocobachocolate.com

Please include your order number so we can help you as quickly as possible.

We're always happy to help and want you to enjoy every Cocoba Chocolate experience!