Refund & Returns Policy
Refund & Returns Policy: At Dubai Velvet Chocolate, customer satisfaction is important to us. Because our products are food items, returns and refunds must be handled carefully to protect product quality, food safety, and our customers.
Food Product Returns
For health and safety reasons, opened or consumed chocolate products generally cannot be returned.
Where permitted by applicable law, unopened products may only be eligible for return when we have specifically authorized the return in advance. Customers should contact us before sending any product back.
Do not return products without receiving instructions from our customer service team.
Damaged Products
If your order arrives damaged, contact us as soon as possible after delivery. Please provide your order number and clear photographs showing the shipping package and damaged product.
We will review the information and determine an appropriate resolution, which may include a replacement, store credit, or refund where appropriate.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us promptly. We may request photographs and order information so that we can investigate the issue and arrange an appropriate solution.
Missing Items
If an item appears to be missing from your order, contact our customer service team with your order details. We will review the order and shipping information and assist with the matter.
Refund Eligibility
Approved refunds are generally issued to the original payment method used for the purchase, unless another resolution has been agreed upon or is required by applicable law.
The time required for a refund to appear in your account may depend on your payment provider or financial institution.
Order Cancellations
If you need to cancel an order, contact us as quickly as possible after placing it. We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.
Once an order has entered processing or has been shipped, cancellation may no longer be possible.
Products Affected by Heat
Chocolate may be sensitive to temperature during transportation. Changes in appearance or texture caused by heat exposure during shipping do not automatically qualify an order for a refund or replacement.
We evaluate such situations individually, taking into consideration the circumstances and condition of the product.
Non-Returnable Situations
Products that have been opened, consumed, improperly stored, intentionally damaged, or otherwise mishandled by the customer may not qualify for a return, replacement, or refund, subject to applicable consumer protection laws.
Contact Us Before Returning Anything
Please contact Dubai Velvet Chocolate before returning any product. Unauthorized returns may not be accepted.
Email: info@dubaivelvetchocolate.com
When contacting us, please include your order number, name, description of the issue, and photographs where relevant.
Policy Changes
Dubai Velvet Chocolate reserves the right to update this Return and Refund Policy when necessary. The latest version will be published on our website with the applicable effective date.
Nothing in this policy is intended to remove or restrict consumer rights that cannot legally be excluded under applicable law. contact us HERE