Returns & Refunds Policy

Because our products are perishable and made fresh, we can only accept returns and issue refunds if the item you receive is faulty, damaged, or incorrect. For health and safety reasons, we cannot accept returns for change of mind or unwanted items.

Who Can Request a Refund?

Refunds are available if your order arrives faulty, damaged, or is missing items. Refunds are not available for melted chocolates, change of mind, incorrect orders, parcels returned due to an incorrect address, or parcels not collected in time from the post office.

How to Request a Refund

If your order is faulty, damaged, or missing items, please email jvchocolat2024@gmail.com within 2 days of receiving your order. Include your order number, a brief description of the issue, and clear photos if applicable.

Refund Process

Once we confirm the issue, we’ll issue a refund to your original payment method. You usually won’t need to return the item. For missing items, we’ll confirm details with our shipping provider before issuing a refund or replacement.

Return Shipping

If we ask for a product to be returned, you will need to cover return postage unless the product is faulty or incorrect. If your refund is approved due to a fault, damage, or incorrect order, we’ll also refund your original shipping costs.

Items Not Eligible for Refunds

• Change of mind or unwanted items
• Items not in original, unopened condition
• Melted chocolates (please choose Express shipping with Ice packs during warm weather)
• Orders returned or uncollected due to incorrect address or not being picked up from the post office
• Items reported more than 2 days after delivery

Damaged or Missing Parcels

All orders are sent with tracking confirmation. If your parcel arrives damaged or goes missing in transit, contact us within 7 days with your order number and supporting photos. Once confirmed with our shipping provider, we’ll issue a full refund or send a replacement.

Uncollected or Returned Parcels

Refunds or replacements are not available for parcels returned to us due to an incorrect address, uncollected parcels, or parcels not picked up from your local post office or courier depot. Please double-check your address before placing an order. We recommend using the official Australia Post app (with the same email you used to order) to track deliveries easily.

Returned Parcels Due to Incorrect Address or Non-Collection

If your parcel is returned to us because the address provided was incorrect or the item was not collected from Australia Post, we can resend it upon request at our standard delivery rates: Regular $9.95, Express $14.95.

Returned items will be resent as is, (not inspected or opened) with no warranty or guarantee that the contents are still in good condition. Australia Post and courier depots are not air-conditioned, and items stored there may be exposed to heat. This can cause chocolates to melt or spoil. Please note If your order includes these items, we strongly advise not consuming them after being returned, as they are made with high-quality ingredients and contain little to no preservatives or additives. We recommend all products be consumed within 3 weeks of production for the best quality and freshness.

By requesting your order to be resent, you acknowledge and accept that doing so is entirely at your own risk.

Contact Us

If you have questions about our returns or refund policy, email jvchocolat2024@gmail.com

Important Notice

By placing an order, you agree to these terms and conditions. Please contact us before completing your purchase if you have any questions.