Returns & Refunds Policy

Our Promise to You

At Terroir Cocoa, quality and customer satisfaction are at the heart of everything we do. While we carefully package and ship every order to ensure your chocolate arrives in pristine condition, we understand that occasionally, issues may arise. This policy outlines how we handle returns and refunds so you can shop with complete confidence.

Return Eligibility

You may request a return under the following conditions:

• The product is within 14 days of the delivery date.
• Items are unopened, unused, and in original packaging.
• Proof of purchase (order number or receipt) is provided.
• The product was not damaged during shipping by improper storage or exposure to extreme temperatures after delivery.

Items excluded from returns include:

• Opened, partially consumed, or altered chocolate bars
• Clearance, limited-edition, or personalized gift sets
• Products damaged due to customer storage conditions

Refund Policy

Once your return is received and inspected, we will notify you via email of the approval or decline of your refund. Upon approval:

• Refunds are processed to the original payment method used during checkout.
• Processing typically takes 5–7 business days, depending on your financial institution.
• A 10% restocking fee may apply to unopened items returned after 7 days, unless the product arrived damaged.
• Shipping costs are non-refundable unless the return is due to an error on our part.

How to Initiate a Return

Please follow these steps to ensure a smooth and timely return process:

1. Contact our Support Team via email at care@terroircocoa.com with your order number and a brief description of the issue.
2. Our team will respond within 24 hours and provide a Return Authorization (RA) number along with shipping instructions.
3. Pack the item securely in its original packaging, include a note with your RA number, and ship to the provided address.
4. Use a trackable shipping service and retain your tracking receipt. We are not responsible for returns lost in transit without tracking.

Damaged or Defective Items

We apologize if your chocolate arrived damaged or defective. Please email care@terroircocoa.com within 48 hours of delivery with:

• Your order number
• Clear photos of the damaged product and packaging
• A brief description of the issue

For verified damage claims, we will either issue a full refund or send a replacement at no cost. A prepaid return label will be provided if needed, though we often waive returns for minor damage to reduce waste.

Gift Returns & Exchanges

If you received a Terroir Cocoa product as a gift, we still want you to enjoy it. Gift recipients may exchange eligible items for store credit or a different product within our collection. Simply contact our support team with the gift receipt or order number, and we'll guide you through the exchange process.