Refund policy

At slowcocoa, we infuse love, care, and proudly imperfect slowness into each micro-batch to produce the highest-quality chocolate we possibly can. We want you to be completely satisfied with your purchase, and we're here to help if anything isn't quite right.

Shipping Damage & Quality Issues

We're proud of our chocolate-making process and carefully package each order. However, we understand that issues can sometimes occur during transit. If you receive chocolate that is melted, damaged, or doesn't meet our quality standards, kindly proceed as follows so we can help make it right:

1. Contact us immediately at orders@slowcocoa.com
2. Include your order number and photos of the affected product(s)
3. We'll evaluate your case ASAP within 1-2 business days and process a refund if appropriate

For any product that arrives damaged or compromised, we offer a full refund when reported on the day of delivery. We may request photos to help us improve our shipping processes and prevent similar issues in the future.

Standard Returns

Due to the perishable nature of our products, we generally cannot accept returns of opened items. However, we offer the following options:

- Unopened items in their original packaging may be returned within 7 days of delivery
- Items must be kept at appropriate temperature during return shipping
- Returns must be pre-authorized by emailing orders@slowcocoa.com
- A return shipping label will be provided for approved returns
- Unauthorized returns may not be accepted

Non-Returnable Items

The following items cannot be returned:
- Opened or partially consumed products
- Custom or personalized orders
- Products damaged after the delivery date
- Sale items or promotional offerings
- Gift cards

Refund Process

For approved returns and refunds:
- Refunds will be processed within 5 business days of receiving the return
- The original payment method will be refunded
- Shipping costs are non-refundable unless the return is due to our error
- Allow 5-10 business days for the refund to appear in your account

European Union Customers

In accordance with EU regulations, customers in the European Union have a 14-day cooling-off period during which they can return unopened products for any reason. Standard return conditions regarding product condition and original packaging still apply.

Contact Us

We're here to help with any questions or concerns:
- Quality issues or return requests: orders@slowcocoa.com
- General inquiries: hello@slowcocoa.com

We review each case individually and strive to provide the best possible solution for our customers while maintaining the integrity of our small-batch craft chocolate-making process.

Note: This policy may be updated from time to time. Please refer to the latest version on our website.