Refund and Returns Policy
At
ChocosLayer, we take great care in preparing, packaging, and dispatching our products to ensure that they reach you in the best possible condition. As our products are food items, we have a specific Return, Exchange, and Refund Policy as mentioned below.
Exchanges and Returns
We offer a
5-day exchange/return policy, which means you have 5 days from the date of receiving your order to contact us regarding an eligible replacement or return.
To be eligible for an exchange or return, the product must be in the same condition in which you received it, unused, and in its original packaging. The invoice or Order ID may be required to process your request.
Once a food product has been opened, consumed, or used, it will generally not be eligible for return or exchange, except where there is a genuine quality or product-related issue attributable to ChocosLayer.
Exchanges/Returns are accepted in the following cases:
- The product is damaged during delivery.
- You have received a wrong product or a product different from what you ordered.
- The product is not properly sealed or the packaging is visibly tampered with at the time of delivery.
- The product has expired at the time of delivery.
- There is a genuine quality or manufacturing/packaging issue with the product.
For any eligible issue, please contact us within
48 hours after the order has been marked as delivered, along with your Order ID and relevant photographs/videos of the product and packaging where required.
If your return request is approved, we may arrange a pickup of the product from the delivery address.
In case of an exchange, the replacement product will generally be dispatched after the return pickup or verification of the issue, as applicable. Replacement delivery may take approximately
3–5 working days, depending on the product and delivery location.
Delivery-Related Issues
In case of any delivery-related discrepancy, such as an order being marked as delivered but not received, or receiving an incorrect or damaged package, please contact us within
48 hours of the order being marked as delivered.
We may coordinate with our delivery partner to investigate the issue and provide an appropriate resolution.
Quality Issues
If you experience any genuine quality-related issue with a product, please contact us as soon as possible with your
Order ID and clear photographs/videos of the product and packaging.
Our team will review the issue and, where appropriate, arrange a replacement or refund.
Cancellation
An order cancellation request will be accepted only if the order
has not yet been processed, prepared, customized, or shipped, as applicable.
Once an order has been processed or shipped, cancellation may not be possible.
For customized or personalized products, cancellation may not be possible once the preparation or customization process has started.
If an eligible cancellation request is accepted for a prepaid order, the applicable refund will be processed to the
original payment method.
ChocosLayer reserves the right to cancel or refuse an order in situations such as
product unavailability, pricing or technical errors, incorrect information, or other circumstances affecting the processing of the order.
Refunds
Once an approved return is received and inspected, we will notify you regarding the status of your refund.
If the refund is approved, the amount will generally be refunded to your
original payment method.
Please note that the time taken for the refund to reflect in your bank account or payment method may vary depending on your bank, card issuer, payment gateway, or other financial institution. It may generally take
5–7 working days after the refund has been processed.
For an eligible issue affecting only a particular product in an order, the refund may be limited to the applicable amount relating to that product.
Non-Returnable Situations
Due to the nature of our food products, returns or exchanges will generally not be accepted for:
- Change of mind after placing the order.
- Taste, flavour, sweetness, or personal preference.
- Incorrect product, variant, or quantity selected by the customer.
- Products that have been opened, consumed, or partially used, except in cases involving a genuine product or quality issue.
- Damage caused due to improper storage or handling after delivery.
- Products damaged after delivery due to circumstances not attributable to ChocosLayer.
Customized products are also generally non-returnable once preparation or customization has started, except where the product is received damaged, incorrect, or has a genuine issue attributable to ChocosLayer.
Contact Us
For any questions regarding Returns, Exchanges, Refunds, Cancellations, or Product Quality, please contact us at
officialchocoslayer@gmail.com.
Please keep your
Order ID/invoice available when contacting us so that we can assist you efficiently.
ChocosLayer reserves the right to update this Return & Refund Policy from time to time to reflect changes in our products, services, or applicable requirements.
