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The Chocolates Factory

Returns & Refund Policy

The Chocolates Factory does not accept any return on candy products. Edible (ALL CONSUMABLE FOOD PRODUCTS) may NOT be returned. All return/refund requests must be made to our Customer Care department within 7 business days of receipt of your order (determined by Tcs tracking) AND must be authorized by customer service in advance. Refunds for returns exclude shipping costs, and the customer is responsible for shipping the products back to us in their original condition. In some cases a 20% restocking fee will be applied, but rarely charged. Since food products cannot be returned, and we do not refund for melting, please take care when placing an order and keep in mind the following (if you have any concerns or specific requirements, please call us before you place your order)
 



Heat


If it is warm in your area, stay away from heat-sensitive items as we do not refund for melting! And always make sure someone is around to receive the package. 
Mistakes
Double check your online order before hitting that submit button! Of course, if we make any mistakes with your order, we will take full responsibility – just make sure that you contact us within 3 business days of receiving your order, as we cannot approve any requests for refunds/reships after such time.

Refusal of Package

If parcels are refused, there will be a 20% restocking fee, and the original cost of shipping, to and from, will be deducted from refund amount from the purchaser’s original form of payment. 


Hot Weather Issues


As stated on our FAQ page, The Chocolates Factory cannot take responsibility for products damaged in transit due to extremes in temperature, nor will we replace said product before reviewing the delivery circumstances involved. If questions arise as to perishability, please contact us and we will do our best to provide guidance. In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within seven 7 days after physical receipt of merchandise as determined by TCS tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product. 

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