Returns & refunds policy
Last updated: 29 October 2026
Every order is made and branded specifically for you, so it cannot be resold. Here is how we put things right if something goes wrong.
Personalised and branded chocolate
Personalised, branded, embossed or custom-made products cannot be returned, exchanged or refunded for a change of mind once you have approved the artwork proof.
Please check every detail on your proof carefully before approving it: spelling, names, dates, logos, colours and layout. We cannot accept responsibility for errors in artwork or wording that you supplied or approved.
If something is wrong
If your order arrives damaged, faulty, short or noticeably different from the approved proof, WhatsApp us within 48 hours of delivery with your invoice number, a description and clear photos of the products and packaging.
Once we have checked it, we will replace or reprint the affected items, or refund you for them, in line with South African consumer law. We aim to respond within two working days.
Heat damage
If chocolate melted in transit, please send photos as soon as it arrives. We will assess each case fairly. We cannot accept claims where chocolate was left in heat, direct sunlight or a vehicle after delivery.
Natural variation
Chocolate is a food product. Small differences between batches, and between on-screen colours and printed or foil colours, are normal and are not a fault.
Chocolate can develop a whitish "bloom" if exposed to temperature changes. It is still safe to eat, but please store it in a cool, dry place.
Cancellations and changes
Contact us as soon as possible if you need to change or cancel an order.
Before artwork approval: you may cancel and we will refund your payment, less any costs already incurred (such as die or setup costs).
After artwork approval or once production has started: personalised orders cannot be cancelled or refunded. Changes after confirmation may affect the price and timing.
Setup fees
Once-off setup fees, such as the die for embossed coins, cover work done specifically for you and are non-refundable once the die has been ordered.
Refunds
Approved refunds are paid by EFT into the account you paid from, usually within 7 working days. Delivery charges are not refunded unless the problem was our error.
Your rights
Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.
Questions? WhatsApp Tina on 061 002 2468.
