Refund policy

Returns & Refunds Policy

At Cocoa Heist, every piece is handcrafted, produced in limited quantities, and created to be enjoyed fresh. Due to the perishable nature of our products, we follow a strict no-return policy.

No Returns or Exchanges

We do not accept returns or exchanges on any edible products once they have been dispatched.

This policy exists to ensure:

  • Food safety and hygiene

  • Product integrity

  • Consistent quality for every customer

Damaged or Incorrect Orders

While returns are not permitted, we take full responsibility if your order arrives:

  • Damaged in transit

  • Incorrect or incomplete

  • In an unsatisfactory condition upon delivery

In such cases, please contact us within 24 hours of delivery with:

  • Your order number

  • Clear photos or a short video of the product and packaging

After verification, we may offer:

  • A replacement (subject to availability), or

  • A refund, at our discretion

Delivery Issues

Cocoa Heist is not responsible for:

  • Incorrect addresses provided at checkout

  • Failed deliveries due to recipient unavailability

Please ensure all shipping details are accurate before placing your order.

Cancellations

Orders may be cancelled only before dispatch.
Once an order has been dispatched, cancellations are not possible.

Limited & Special Editions

Limited editions, seasonal releases, and special collections are final sale and not eligible for return or refund, except in cases of damage or error as described above.

Refund Processing

Approved refunds (if applicable) will be processed to the original method of payment within 7–10 business days after approval.

Contact Us

For any concerns regarding your order, please reach out to us at:

Email: hello@cocoaheist.com

We value your trust and aim to resolve all genuine concerns with fairness and care