Returns & Refunds

At Cocoa Fiesta, we take great care in preparing, packing and delivering our products to you. Since our products are food items, we follow a carefully controlled return and refund policy to maintain product quality, safety and hygiene.

We are committed to handling genuine product concerns fairly, responsibly and promptly while maintaining the highest standards of food quality and hygiene.

Returns

Due to the nature of our products, we generally do not accept returns or exchanges for products that have been correctly delivered and are in good condition, including returns requested due to:

Change of mind
Personal preference
Incorrect product selection by the customer

However, we will assist you if you receive a product that is:

Damaged during transit
Incorrect or different from what you ordered
Missing from your order
Received in a visibly tampered or compromised package
Defective or otherwise not in acceptable condition

Reporting a Problem

If you receive a damaged, incorrect or otherwise compromised product, please contact our Customer Care team within 48 hours of delivery.

Please provide:

Your order number
Your registered mobile number/email address
Clear photographs of the outer packaging
Clear photographs/videos of the product and damage, where applicable
A brief description of the issue

This information helps us investigate the matter with our packing and delivery partners.

Verification

All claims are subject to verification by Cocoa Fiesta. If the claim is approved, we may, at our discretion and depending on the circumstances:

Replace the affected product
Provide a refund for the affected product
Offer another appropriate resolution

We may request additional information or photographs where reasonably necessary to verify a claim.

Refunds

Where a refund is approved, the refund will generally be processed to the original payment method used for the order.

The time taken for the amount to reflect in your account may depend on your bank, card issuer, payment gateway or other payment service provider.

Shipping or delivery charges may be refunded where the issue is attributable to an error, damage or other eligible issue with the order.

Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address and contact details.

If an order cannot be delivered because of an incorrect, incomplete or inaccessible address or because the customer is unavailable to receive the shipment, additional delivery charges may apply for redispatch, where applicable.

Delivery Damage

If your package appears severely damaged, open or tampered with at the time of delivery, please document the condition of the package and contact us as soon as possible.

Where possible, customers are requested not to consume a product if its packaging appears compromised.

Products Damaged by Heat

Chocolate is temperature-sensitive. Depending on weather and transportation conditions, chocolate may develop cosmetic changes such as bloom or softening.

Such natural temperature-related changes do not necessarily indicate that the product is unsafe or defective.

However, if you believe the product has been materially damaged or is otherwise not fit for consumption, please contact us promptly with photographs and order details so that we can review the matter.

Cancellation

Orders may be cancelled before dispatch, subject to the status of the order.

Once an order has been dispatched or handed over to the delivery partner, cancellation may not be possible.

If an eligible cancellation is approved, any applicable refund will be processed to the original payment method.

Non-Returnable Products

For hygiene, safety and quality reasons, opened or partially consumed food products cannot ordinarily be accepted for return.

This does not affect your rights in relation to products that are damaged, defective, incorrect, tampered with or otherwise eligible for a remedy under applicable law.

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