Refund policy

Refunds, Returns & Replacements

Because our products are perishable and each letter is personalised, we operate a very limited returns and refund policy. Please read this carefully before placing your order.

 

1. No returns for liabilities not incurred by us

We are unable to accept returns or issue refunds in situations where CháCookíe is not at fault, including but not limited to:

  • Change of mind after purchase

  • Personal taste preferences

  • Incorrect or incomplete delivery address provided by the customer

  • Recipient not contactable / refuses the parcel / fails to collect

  • Parcels that have been left at guardhouses, reception desks, neighbours, etc., as instructed by the customer or recipient

For food safety reasons, we also cannot accept any returned food items, even if unopened.

 

2. When we will replace your order

We will arrange a replacement (or, at our discretion, a refund) if we recognise that the issue arose from our side, for example:

  • Wrong flavours packed compared to your order

  • Missing items from your box

  • Significant damage to the product due to our packing error

  • Clear quality issues on arrival that are attributable to us

 

To be eligible, please:

  1. Notify us within 24 hours from the time the parcel is marked “delivered” by our courier; and

  2. Provide your order number and clear photos showing:

    • The outer packaging

    • The inner box and contents

    • The specific issue (e.g. wrong flavour, damage, defect)

Claims made more than 24 hours after delivery, or without sufficient photo evidence, may not be accepted, as we are unable to verify storage conditions and handling after delivery.

 

3. Delivery issues & third-party logistics

All orders are delivered by third-party courier partners. While we do not accept liability for delays, mishandling or loss caused solely by the courier, we will:

  • Assist in raising an enquiry with the courier; and

  • Review each case individually.

In certain situations, we may choose to offer a replacement or refund on a case-by-case basis, even where the issue was not directly caused by us. This is at CháCookíe’s sole discretion.