Refund Policy

Last Updated: 21 March 2026

At Ile De Chocolat PTY Ltd, we maintain the highest standards of hygiene and quality control. Due to the artisanal and perishable nature of our products, our refund policy is governed by the specific requirements of the food and beverage industry.

 

1. No Returns or Refunds

In the interest of food safety, public health, and product integrity, all sales are final. We do not offer refunds, exchanges, or returns once a product has left our premises for the following reasons:

• Heat Sensitivity: Chocolate is a temperature-sensitive product. Once it leaves our climate-controlled environment, we can no longer guarantee that it has been stored or transported under the conditions required to maintain its quality and tempering.

• Hygiene & Food Safety: To maintain strict hygiene levels, we cannot re-introduce food items into our facility once they have been handled by third parties or exposed to external environments.

• Perishable Nature: As handcrafted food items, our products have a specific shelf life and are subject to environmental degradation.

 

2. Exceptional Circumstances (CPA Section 55 & 56)

The only exception to our "No Refund" policy is in the case of a proven manufacturing defect or if the incorrect item was supplied.

• Reporting a Defect: If you believe your product is defective (excluding damage caused by heat or courier handling during transit), you must notify us via email at info@iledechocolat.com within 8 hours of collection or delivery.

• Evidence Required: You must provide clear photographic evidence of the defect and your original proof of purchase.

• Assessment: Ile De Chocolat PTY Ltd reserves the right to inspect the product. If the defect is verified as a manufacturing fault, we will, at our discretion, replace the item or issue a credit note.

 

3. Damage During Transit

As outlined in our Shipping Policy, Ile De Chocolat PTY Ltd is not responsible for products that are damaged, melted, or delayed once they have been collected by a courier (whether via The Courier Guy or a customer’s preferred service).

• We do not offer refunds for items that have "bloomed" (turned white/greyish) or melted due to heat exposure during the shipping process, as these factors are beyond our physical control.

 

4. Order Cancellations

• Stock Items: Orders for standard stock items may be cancelled only if the request is received before the order has been dispatched or prepared for collection.

• Custom/Special Orders: Cancellations are not accepted for custom orders, branded chocolates, or large-scale wholesale orders once production has commenced.