Effective Date: [Insert Date] Website: www.thechocogenz.com
At TheChocoGenz, customer satisfaction is our priority. This Refund & Cancellation Policy outlines the terms under which cancellations, returns, refunds, and replacements are processed, in compliance with applicable Indian laws including the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.
1. Order Cancellation Policy
1.1 Cancellation Before Dispatch
•Orders may be cancelled before dispatch by contacting our customer support.
•If cancellation is requested before the product is shipped, a full refund will be processed.
•Refunds will be credited to the original payment method within 7–10 business days.
1.2 Cancellation After Dispatch
•Orders cannot be cancelled once dispatched due to the perishable nature of chocolates.
•In such cases, cancellation requests will not be accepted.
TheChocoGenz reserves the right to cancel any order due to stock unavailability, pricing errors, suspected fraud, or regulatory restrictions. In such cases, a full refund will be issued.
2. Return Policy
Due to the perishable and consumable nature of chocolates, returns are generally not accepted except under the following circumstances:
•Product delivered is damaged or physically broken
•Wrong product delivered
•Expired product delivered
•Product is significantly defective or contaminated
2.1 Conditions for Return Claims
•Customers must notify us within 24–48 hours of delivery.
•Clear photographs and unboxing videos may be required as evidence.
•The product must remain unused (except for verification purposes).
Failure to report within the specified timeframe may result in rejection of the claim.
3. Refund Eligibility
Refunds will be processed only after verification and approval of the claim.
Refunds may be issued in the following situations:
•Confirmed damaged product
•Confirmed wrong product delivery
•Order cancelled before dispatch
•Product out of stock after payment
Refunds will not be issued for:
•Minor melting due to weather conditions (unless product is unusable)
•Incorrect address provided by the customer
•Failed delivery due to customer unavailability
•Change of mind after dispatch
4. Refund Process
•Once approved, refunds will be initiated within 5–7 business days.
•The refund amount will be credited to the original payment method.
Processing time may vary depending on banks or payment gateways.
5. Replacement Policy
In eligible cases, we may offer: ✔ Replacement of the product ✔ Store credit ✔ Refund
The mode of resolution will be decided based on product availability and nature of complaint.
6. Non-Returnable Items
The following items are strictly non-returnable:
•Customized or personalized products
•Gift hampers once opened
•Products purchased during clearance or special sale (if mentioned as non-returnable)