Returns & Refunds Policy

📦 Our Commitment to Quality

At Terroir Cocoa, we take immense pride in the craftsmanship and care that goes into every chocolate bar. From our family farm to your door, we ensure optimal packaging and temperature-controlled shipping to preserve freshness and flavor.

If your order arrives damaged, incorrect, or simply doesn't meet our quality standards, we guarantee a seamless resolution process.

⏱️ Return Eligibility & Timeframe

Due to the perishable and handcrafted nature of our products, we kindly ask that all return requests be initiated within 14 days of delivery. To qualify for a refund or exchange, items must meet the following conditions:

• Unopened and in original, sealed packaging
• Stored at room temperature (60–70°F / 15–21°C) away from direct sunlight
• Free from melting, blooming, or temperature damage
• Not custom-made or part of a limited-edition seasonal release

🔄 How to Initiate a Return

Starting a return is simple. Please follow these steps:

Return shipping costs are the responsibility of the customer unless the error originated from us (damaged, incorrect, or defective items).

💳 Refund Processing & Timing

Upon successful inspection of your returned items, we will notify you via email. If approved, your refund will be processed automatically to your original payment method:

• Credit/Debit Cards: 5–10 business days (depending on your bank)
• PayPal/Digital Wallets: 3–5 business days
• Store Credit: Issued immediately upon approval (includes 10% bonus as our apology for the inconvenience)

Please note that standard processing times may vary during peak shipping seasons (October–December).

⚠️ Exceptions & Non-Returnable Items

While we strive to accommodate all requests, the following items cannot be returned or refunded due to health, safety, and production constraints:

• Custom-engraved or personalized chocolate bars
• Wholesale/bulk orders (minimum 50+ units) unless defective
• Opened, partially consumed, or improperly stored products
• Gift cards, digital vouchers, or subscription services
• Items marked as "Final Sale" or "Limited Release"

📩 Damaged, Incorrect, or Missing Orders

If your order arrives damaged, contains the wrong item, or is missing components, please contact us within 48 hours of delivery. Include photos of the packaging and the affected products. We will arrange a prepaid return label or issue an immediate replacement/refund at no cost to you.