Effective Date: 09-06-2024

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At Chocoluma, we take great pride in crafting and delivering our handmade desserts with care and attention to detail. Due to the perishable nature of our products, all sales are final, and we do not accept returns. However, we understand that certain situations may arise where a refund is necessary. Below is our policy for issuing refunds.

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1. No Returns

All of our desserts are custom-made and perishable, which means we are unable to accept returns under any circumstances. Once an order is delivered or picked up, it cannot be returned or exchanged.

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2. Refund Eligibility

Refunds will only be provided under the following circumstances:

• Damaged or Ruined Products: If your order arrives damaged due to an accident on our end during preparation or delivery, we will offer a full or partial refund based on the extent of the damage. You must notify us within 4 hours of receiving your order to be eligible for a refund.

• Late Delivery: If we deliver your order significantly later than the agreed-upon time and this affects the quality or enjoyment of the desserts, we may provide a partial or full refund depending on the circumstances. Refund eligibility will be determined on a case-by-case basis.

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3. How to Request a Refund

To request a refund, please contact us within 24 hours of receiving your order with the following information:

• Your name and order number.

• A description of the issue.

• Photos of the damaged or ruined desserts (if applicable).

You can reach us at contact@chocoluma.com or call (404) 445-4640. We will review your request and respond as quickly as possible.

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4. Refund Process

If your refund request is approved, we will process the refund to your original payment method within 5-7 business days. Please note that it may take additional time for your bank or credit card provider to post the refund to your account.

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5. Non-Refundable Situations

We do not offer refunds for the following:

• Change of mind or cancellation after the order has been delivered or picked up.

• Minor aesthetic differences between the product images on our website and the actual delivered item (due to the handmade nature of our desserts).

• Issues that arise from incorrect or incomplete delivery information provided by the customer.

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6. Contact Information

If you have any questions or concerns about our Refund Policy, please contact us at:

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ChocoLuma
Gwinnett County, GA
Email: contact@chocoluma.com

Phone: (404) 445-4640