Refund Policy

Money Back Guarantee & Refund Policy

Our Quality Promise

At Choco-Secrets, we have nearly 20 years of experience in professional chocolate production and stand behind the quality of our products. Every order is produced with care, high-quality ingredients, and strict quality control.

If something is not as it should be, we will always look for a fair and reasonable solution.

Returns & Refunds – General Information

Chocolate is a food product and subject to strict hygiene and quality regulations. For this reason, returns and refunds are possible only under certain conditions, as outlined below.

Standard (Non-Personalized) Products

You may return non-personalized, standard products if all of the following conditions are met:

  • The product is unopened and unused

  • The original packaging is fully intact

  • The product has been stored correctly (cool, dry, temperature-stable)

  • The return request is made within 14 days of delivery

Once the returned goods have been inspected and approved, the purchase price will be refunded.

Please note:
Opened, partially consumed, damaged, or improperly stored food products cannot be refunded for hygiene and safety reasons.

Custom & Personalized Products

Products that are custom-made or personalized (e.g. chocolates with logos, custom shapes, individual designs, embossing, or made-to-order quantities) are excluded from returns and refunds.

This does not apply in the following exceptional cases:

  • Proven production defects

  • Incorrect execution compared to the approved mockup or artwork

  • Transport damage reported immediately upon delivery

In these cases, we will offer an appropriate solution, such as a replacement or refund, depending on the situation.

Taste & Subjective Expectations

Refunds cannot be granted for reasons such as:

  • Personal taste preferences

  • Subjective expectations regarding flavor, color, shine, or appearance

  • Chocolate bloom or deformation caused by temperature changes after delivery

  • Damage resulting from improper storage or handling by the customer

Chocolate is a natural product and minor visual variations may occur.

Transport Damage

If your order arrives damaged:

  • Please notify us within 48 hours of delivery

  • Include clear photos of the packaging and products

  • Keep all original packaging materials

Claims reported later may not be accepted.

Return Shipping

  • If a return is approved due to a production error or incorrect delivery, we will reimburse reasonable return shipping costs and will send you a retoure label.

  • In all other approved return cases, return shipping costs are borne by the customer.

  • Returns must be sent using a trackable shipping service.

Refund Processing

Once your return has been received and inspected, you will be notified by email.
Approved refunds will be processed using the original payment method within a reasonable timeframe.

Final note

If something genuinely went wrong, we encourage you to contact us. We value long-term relationships and always aim for fair, transparent solutions — without compromising food safety or product integrity.