Refund policy
Last Updated: January, 16, 2025
At Souchet, we take great care to ensure your chocolates arrive in perfect condition. However, we understand that issues can occur. Please read our policy below for returns and refunds.
1. Eligibility for Refunds or Returns
Due to the perishable nature of our chocolates, we only accept refund or return requests under the following circumstances:
- Damaged Products: If the product arrives melted, broken, or otherwise damaged during shipping.
- Incorrect Items: If you receive an item that is different from what you ordered.
To process your request, you must provide proof, such as:
- Photographs of the damaged product or incorrect item.
- A picture of the packaging, including the shipping label.
2. How to Request a Refund or Return
If your order meets the criteria above, follow these steps:
- Contact us within 48 hours of receiving your order at help@souchet-lb.com.
- Provide the required proof (photos and order details).
- Our team will review your request and respond within 2 business days.
3. Refund or Replacement Process
- Refunds: Once your request is approved, we will process a refund to your original payment method. Refunds may take 5–7 business days to appear, depending on your bank or payment provider.
- Replacements: If eligible, we will resend the correct item or a fresh batch of chocolates at no additional cost.
4. Non-Refundable Situations
We do not offer refunds or returns in the following cases:
- Change of mind after purchase.
- Orders not stored properly after delivery (e.g., melted chocolates due to improper storage).
- Delayed deliveries caused by circumstances outside our control (e.g., courier delays).
5. Shipping Costs
Shipping costs for returned items are non-refundable. If a replacement is approved, we will cover the shipping costs for sending the replacement product.
6. Contact Us
For any questions or to initiate a refund/return request, please contact us at:
- Email: help@souchet-lb.com