Refund policy

At Melt Artisan Chocolates, we take great pride in the quality of our cocoa and cocoa-based products. Because our items are food products, we have specific guidelines regarding returns and refunds to ensure the safety and satisfaction of all our customers.

Our Policy at a Glance

Due to the perishable nature of our products and strict food safety regulations, we generally do not accept returns for food items. However, we are committed to your satisfaction and will provide a refund or replacement if your order arrives damaged, defective, or incorrect.

Eligible Refund / Replacement Scenarios

We will issue a full refund or send a replacement at no additional cost to you if:

  • Damaged in Transit: The product packaging is significantly damaged, causing the product inside to be compromised or unsealed upon arrival.
  • Incorrect Item: You received an item different from what was stated on your order confirmation.
  • Defective Product: The item is spoiled, expired, or otherwise not in a consumable condition upon arrival.

Note: We require proof of the issue. Please photograph the damaged or incorrect item along with the original packaging, and email it to meltartisanchocolates@gmail.com within 48 hours of delivery.

Non-Refundable Situations

We cannot offer refunds or replacements under the following circumstances:

  • Personal Taste Preference: We cannot accept returns or provide refunds simply because a product did not meet personal flavour expectations.
  • Improper Storage: We are not responsible for damage caused by improper storage after delivery (for example, leaving chocolate in a hot or humid location).
  • Delayed Delivery: While we strive for timely shipping, we are not responsible for delays caused by the courier once the package has left our facility.
  • Incorrect Shipping Address: We are not responsible for orders delivered to an incorrect address provided by the customer at checkout.

How to Request a Refund

If your order meets the eligibility criteria above, please follow these steps:

  1. Contact Us: Email meltartisanchocolates@gmail.com with your order number, a clear description of the issue, and photographic evidence.
  2. Review: Our team will review your request within 3–5 business days.
  3. Resolution: If approved, we will process your refund to the original payment method or ship a replacement. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.