Return Policy for CocoaCarenie

Effective Date: December 31, 2024

At CocoaCarenie, we strive to ensure that every customer is completely satisfied with their purchase. If you are not happy with your order, we offer a return policy that allows you to return eligible products. Please read the following terms carefully to understand our return process.

1. Return Eligibility

  • Time Frame: Returns are accepted within 30 days from the date of delivery.

  • Condition of Items: To qualify for a return, products must be in their original, unopened, and unused condition. This means the packaging should not be damaged or altered, and the item must be unused.

  • Perishable Goods: Due to the nature of our products (cocoa, chocolates, and other perishable items), we cannot accept returns on opened or partially used products unless they are damaged or defective upon arrival.

  • Non-returnable Items: The following items are not eligible for return:

    • Gift cards
    • Sale or clearance items
    • Personalized or custom-made products

2. How to Initiate a Return

To begin the return process, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@cocoacarenie.com or by calling 727-522-4412. Provide your order number, the items you wish to return, and the reason for the return.

  2. Return Authorization: Once we receive your request, we will review it and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the item. Please note that items returned without an RMA may be refused or delayed.

  3. Shipping the Return: You will be responsible for shipping the returned item back to us, unless the return is due to an error on our part (such as receiving a damaged or incorrect item). Please use a trackable shipping service or purchase shipping insurance to ensure the return reaches us securely.

  4. Packaging the Return: Ensure that the returned item is securely packaged in its original box or packaging to prevent damage during shipping. If the item is returned damaged due to improper packaging, it may not qualify for a refund.

3. Refunds

Once we receive and inspect your return, we will process a refund to the original payment method. Please note the following:

  • Processing Time: Refunds may take 7-10 business days to be reflected in your account, depending on your payment provider.

  • Refund Amount: The refund will be for the full purchase price of the item, excluding any shipping costs paid at the time of purchase. Shipping fees are non-refundable unless the return is due to an error on our part (e.g., receiving a damaged or incorrect item).

  • Partial Refunds: In cases where the returned item is not in original condition, damaged, or missing parts, we reserve the right to issue a partial refund or deny the return.

4. Damaged or Incorrect Items

We take great care in packaging and shipping your orders. However, if you receive a damaged or incorrect item, please contact us immediately at info@cocoacarenie.com. We will:

  • Provide a Prepaid Return Label: For damaged or incorrect items, we will provide a prepaid return shipping label.

  • Issue a Full Refund or Replacement: Upon receiving the returned item, we will either issue a full refund or send a replacement item, depending on your preference and product availability.

Please retain the original packaging and take photos of the damaged or incorrect items to assist us in processing your claim.

5. Exchanges

At this time, we do not offer direct exchanges. If you need a different item, please return the original item according to the instructions above, and place a new order for the desired product.

6. Shipping Costs

  • Return Shipping: Unless the return is due to a mistake on our part (e.g., wrong or defective items), the customer is responsible for return shipping costs.

  • Original Shipping Costs: Shipping costs are non-refundable. If you received free shipping as part of a promotion and your return causes your order to fall below the minimum threshold for free shipping, the original shipping cost will be deducted from your refund.

7. International Returns

For international customers, we accept returns within 30 days of delivery under the same conditions as domestic returns. However, please be aware that the customer is responsible for the cost of return shipping, including any customs duties or taxes that may apply.

Please contact us for specific instructions on how to return an item if you are located outside the United States.

8. Final Terms

By placing an order on our website, you acknowledge and agree to this Return Policy. CocoaCarenie reserves the right to update or modify this policy at any time. Any changes will be posted on this page, and the updated version will be effective immediately upon posting. Please review this policy periodically to stay informed of any changes.

9. Contact Us

If you have any questions or concerns regarding returns, please contact us at:

  • Email: info@cocoacarenie.com
  • Phone: 727-522-4412
  • Address: 3388 Maryland Avenue, Saint Petersburg, Florida, United States

Thank you for shopping with CocoaCarenie! We are committed to providing you with the best customer service experience and ensuring that your purchases meet your satisfaction.