COCOHEM ARTISANAL

At COCOHEM ARTISANAL, we take pride in crafting high-quality artisanal chocolates. Due to the perishable nature of our products, we follow a strict but fair return and refund policy.

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1. Returns

• Chocolates are perishable items, so we do not accept returns once the order is delivered.

• However, returns/replacements may be considered in the following cases:

• Damaged product during transit

• Incorrect product delivered

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2. Reporting an Issue

• Customers must report any issue within 24 hours of delivery.

• Please email us at support@cocohem.com with:

  • Order number

  • Description of the issue

  • Clear photos/videos of the product and packaging

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3. Refunds / Replacements

Once your request is verified, we will offer one of the following:

• Replacement (preferred option) at no extra cost

• Full or partial refund, depending on the issue Refunds will be processed:

  • Within 5–7 business days

  • Credited to the original payment method

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4. Conditions Not Eligible for Refund

We do not offer refunds in the following cases:

• Product melted due to weather conditions

• Incorrect shipping address provided by the customer

• Failed delivery due to recipient unavailability

• Minor variations in shape, color, or taste (as products are handcrafted)

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5. Order Cancellation

• Orders can be cancelled within 2 hours of placing the order.

• Once the order is processed or shipped, cancellation is not possible.

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6. Shipping Responsibility

• cocohem ensures proper packaging, including ice packs where required.

• We are not responsible for delays caused by courier partners, but we will support in resolving issues.