CANCELLATION, RETURNS & REFUND POLICY

Last Updated: 2 October 2026

At Chocotraité, our products are prepared, packed and handled with care.

Because we primarily sell food products, many of which are perishable or sensitive to storage and handling, our return policy differs from that applicable to ordinary non-food merchandise.

This policy does not limit rights available to consumers under applicable law.

1. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at:

support@chocotraite.com

An order may be cancelled if it has not yet entered preparation, packing, dispatch or fulfilment.

Once preparation, packing or dispatch has commenced, cancellation may not be possible.

Where Chocotraité cancels an order after successful payment, the applicable amount will be refunded to the original payment method.

2. Returns of Food Products

For reasons of food safety, hygiene and product integrity, delivered food products ordinarily cannot be returned or exchanged merely because:

the customer changed their mind;
the customer no longer requires the product;
the customer ordered an incorrect product;
the recipient refuses delivery;
the customer does not personally prefer the taste, texture or flavour; or
the product packaging has been opened or improperly stored after delivery.

This does not affect claims involving genuine defects, damage, spoilage, contamination, incorrect supply or other circumstances protected by applicable law.

3. Damaged, Incorrect or Defective Products

Please contact us promptly if your order:

arrives materially damaged;
contains an incorrect product;
has items missing;
appears spoiled or unfit for consumption within its stated shelf life despite appropriate handling;
arrives with materially compromised or tampered packaging; or
otherwise has a genuine quality issue.

Please email support@chocotraite.com with:

your order number;
registered name or contact details;
a brief description of the issue;
clear photographs of the product;
photographs of the outer and inner packaging where relevant; and
any other information reasonably necessary to investigate the complaint.

For food-quality or transit-damage complaints, we recommend notifying us on the day of delivery or as soon as reasonably possible after discovering the issue, because the condition of perishable products can change with time and storage.

4. Resolution

After reviewing the circumstances, we may, as appropriate:

replace the affected product;
issue store credit where agreed;
refund the affected product;
refund the relevant order amount; or
provide another appropriate remedy required under applicable law.

The appropriate resolution will depend on the nature and evidence of the issue.

5. Refund Processing

Approved refunds will ordinarily be processed to the original payment method.

After we initiate a refund, the time taken for the amount to appear in your account may depend upon your bank, card issuer, payment gateway or financial institution.

Any estimated banking or payment-processing timeline communicated by us is not within our direct control.

6. Failed or Duplicate Payments

If payment has been debited but the order has not been successfully created, please contact:

support@chocotraite.com

with the relevant transaction information.

Where a payment provider confirms that funds were received without a corresponding valid order, the transaction will be handled in accordance with the applicable payment-provider process.

7. Delivery Failure Due to Customer Information

Customers are responsible for providing a complete and accurate:

recipient name;
mobile number;
delivery address;
PIN code; and
relevant delivery instructions.

Refunds may not be available where delivery fails solely because of incorrect information supplied by the customer, repeated inability to contact the recipient, refusal to accept a valid delivery or other circumstances attributable to the customer, subject to applicable law.

8. Gifting Orders

Please verify the recipient's delivery details before placing a gifting order.

If a gift recipient refuses delivery, is unavailable or cannot be contacted, we will make reasonable efforts consistent with the delivery service being used, but successful redelivery cannot be guaranteed.