Return & Refund Policy

Cancellation Policy:

To cancel your order, please inform us within 12 hours of placing it. Once your order has been dispatched, it cannot be cancelled or modified. If you successfully cancel your order, you will receive a refund in the form of online store credit. The refund will be processed after the cancellation has been confirmed.

 For Damaged/Incorrect orders received:

Upon receiving your order, we kindly request you to carefully inspect the items. Should you encounter any defects, damages, or receive an incorrect item, please reach out to us without delay. Your prompt communication allows us to assess the situation and take appropriate measures to rectify any issues you may have encountered. Your satisfaction is of utmost importance to us, and we are committed to resolving any concerns in a timely and satisfactory manner.

If you receive your order and find any damaged, missing, or incorrect products, please notify us promptly by sending an email to contact@cocoatreeshop.com or by calling us on +91 9336434702 along with a detailed description, photograph(s) and an unboxing video so that we can understand the issue & address it better. We will investigate the issue and, if any errors are found in the order processing, we will provide you with an online store credit as compensation. Please ensure that you send the complaint notification email within 24 hours of receiving your order, and if our team requires more information, kindly provide it within 24-48 hours of receiving the information request from us.

We kindly request that you make an UNBOXING VIDEO of your package to document any potential theft, damage or tampering during delivery. As deliveries are handled by third parties, we cannot take action on missing contents or damaged orders without a complete unboxing video as evidence.

After conducting a thorough investigation and considering our Terms and Conditions, we may provide you with an online store credit in recognition of the inconvenience caused & to ensure customer satisfaction. This credit may cover either a partial or full refund of the value of your order, including any applicable shipping charges.

Please kindly allow us a period of approximately 5-7 days to make arrangements for the replacement of any damaged, missing, or incorrect products from your initial order.

It may be noted that only 'online store' credits will be provided as refunds, if applicable. No monetary refunds will be issued under any circumstances.

 Disclaimers:

Please note that product colours and overall appearance as seen on your browsing device may vary due to device display settings and resolution. We cannot guarantee an exact match between the displayed image and the actual product. Therefore, we are unable to accept returns or take responsibility for any discrepancies arising from such variations.

Furthermore, all our products undergo rigorous research and development to ensure the perfect flavor that appeals to our customers. However, taste preferences are subjective, and we cannot accept returns or provide refunds based solely on individual taste preferences.

We can't give refunds or replacements for packages that were confirmed as delivered to your address by our third-party delivery partners, even if they were lost or stolen.

Rest assured that we take every measure to ensure the quality of our products before dispatching them from our Central Kitchen. However, once the products leave our premises, we cannot be held liable for any damages that may occur during the delivery process. Refunds will not be provided for such cases.

We apologize for any inconvenience, but please note that we do not accept returns or process refunds for sale items or gift cards.

Cocoa Tree shall not be accountable for unsuccessful deliveries in these situations:

1. When you give an incorrect or outdated address.
2. When your recipient is away or unavailable.

If shipments need to be returned or redirected because of incorrect addresses, extra charges for reshipping and/or relabeling by the carrier may apply.

We appreciate your understanding of these policies as we strive to provide you with the best possible products and service. If you have any further questions or concerns, please don't hesitate to reach out to us.