Returns and Refunds Policy

At Chocorange, we do everything we can to offer you chocolates of exceptional quality. Due to the delicate, artisanal, and perishable nature of our products, our return policy is strict and differs from that for non-food items.

1. Return Policy: No returns accepted

For obvious reasons of hygiene, food safety, and quality preservation (especially in the face of temperature variations), we do not accept returns or exchanges on our chocolate products once they have been shipped or collected.

This rule applies strictly, even if the packaging has remained sealed and intact. We thank you for your understanding, as this policy allows us to guarantee 100% to all our customers that they receive products that have never left our quality control.

2. Refunds or Replacements (Damaged products or errors)

Your satisfaction remains our top priority. If you encounter an issue with your order upon receipt, we are here to find a fair solution.

You are eligible for a replacement or refund exclusively in the following cases:

  • The package was clearly crushed or damaged during transit.

  • The chocolates suffered major deterioration due to transport (e.g., completely melted chocolates).

  • There is an error in your order preparation (missing or incorrect item).

3. Claims Procedure (Step-by-Step)

If you find yourself in one of the situations mentioned above, here are the steps to follow so that we can process your request:

  1. Reporting deadline: You must report the problem to us within a maximum of 48 hours after receipt or collection of your order.

  2. Contact Us: Send us an email directly at: chocorange@bluewin.ch

  3. Provide the required items. For your request to be considered, your email must include:

    • Your order number.

    • A brief description of the problem.

    • Clear photographs of the damaged outer packaging (with the shipping label visible if possible) and the damaged products inside.

4. Processing of your request and timelines

Upon receipt of your complete claim (with photos), our team will review the situation as soon as possible.

If your request is approved, we will offer you, depending on the circumstances :

  • A replacement Immediate shipment of replacement products to your address at our expense.

  • A refund A full or partial refund (depending on damage) for the products concerned.

Reimbursements are always made to the payment method used for the initial purchase (credit card, Twint, etc.). The time it takes for the funds to appear in your bank account is generally 5 to 10 business days, according to your bank.

5. Order Cancellation

If you change your mind, you have the option to cancel your order free of charge. only if it has not yet been handed over to the carrier. To cancel an order, please contact us urgently at chocorange@bluewin.ch. Once the package has been shipped, no cancellations will be possible.