Return & Refund Policy

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

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

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

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)

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.

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.