Return & Refund Policy

1. Our Commitment

At Crems Chocolate, we take pride in delivering premium quality chocolates. We want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.

2. Perishable Product Policy

However, we will gladly assist you if:

• You received damaged or melted products
• You received incorrect items
• Your order arrived with missing items
• The product quality does not meet our standards

3. Reporting Issues

If you encounter any issues with your order, please contact us within 24 hours of delivery with:

• Your order number
• Clear photographs of the issue
• Description of the problem

We will review your claim and respond within 24-48 hours.

4. Refund Options

If your claim is approved, we offer the following solutions:

• Replacement: We will send a replacement order at no additional cost
• Store Credit: Credit for future purchases on our website
• Full Refund: Refund to your original payment method (processing time: 5-7 business days)

5. Non-Refundable Situations

Refunds or replacements will not be provided for:

• Change of mind after delivery
• Incorrect delivery address provided by customer
• Delay in receiving order due to customer unavailability
• Products damaged after delivery due to improper storage
• Claims made after 24 hours of delivery

6. Order Cancellation

You may cancel your order:

• Before Processing: Full refund will be issued
• After Processing: Cancellation may not be possible if the order has been dispatched

To cancel an order, please contact us immediately via WhatsApp or phone.

7. Custom Orders

Custom or personalized orders (corporate gifts, wedding favors, etc.) are non-refundable and non-cancellable once production has begun. Please ensure all details are correct before confirming custom orders.