At Choco & Dough, we strive to deliver not just delicious treats, but also a seamless and satisfying customer experience. We take great care in preparing, packing, and shipping our products to ensure they reach you in perfect condition. However, due to the perishable nature of our products, certain limitations apply to our refund and return process.
Please read our Refund & Return Policy carefully to understand your rights and responsibilities when purchasing from us.
Products Covered by This Policy
This policy applies to all products purchased directly from Choco & Dough through our official website or in-store. This includes:
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Freshly baked cookies, cheesecakes, and desserts
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Gift boxes, hampers, and custom orders
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Limited-edition or seasonal products
Due to hygiene and food safety regulations, we do not accept returns of any edible items once they have been delivered.
Refund & Replacement Conditions
While returns are not accepted, we are committed to resolving issues promptly and fairly in the following situations:
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You receive a damaged product
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The wrong product was delivered
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The product is spoiled, stale, or unsafe to consume upon arrival
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Your order is incomplete
To qualify for a refund or replacement:
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Notify us within 24 hours of receiving the order.
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Send us clear photos/videos of the issue.
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Share your order number, invoice, and a description of the problem.
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Ensure the item remains unused and in its original packaging (when applicable).
Non-Refundable Cases
We do not offer refunds or replacements in the following scenarios:
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Change of mind after the order is placed
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Delay caused by incorrect shipping address or recipient unavailability
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Slight variation in product color, design, or shape (as our items are handcrafted)
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Delays in courier delivery beyond our control (natural disasters, strikes, etc.)
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Orders not claimed upon delivery or refused without valid reason
Cancellation Policy
a. Order Cancellations
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You can cancel your order within 2 hours of placing it for a full refund.
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After this window, orders are processed and prepared, and cancellation is not guaranteed.
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Same-day or next-day delivery orders cannot be cancelled once confirmed.
To request a cancellation, please contact us immediately via phone or email.
b. Custom Orders
Orders with personalized notes, gift packaging, or customized flavors are not eligible for cancellation once confirmed, as these are made-to-order.
