Product Policy

Product Refund &
Cancellation Policy

Last updated: 24/04/2026

Maison Choc produces chocolate, desserts, and gifting items with care and craftsmanship. This policy explains how we handle cancellations and refunds for our products.

1. Fresh & Perishable Products

Many of our products are perishable, temperature-sensitive, or handmade specifically for each order. Generally, we cannot accept returns once an order has been prepared, collected, or delivered.

2. Order Cancellation

Cancellations are accepted only if the order has not yet been prepared, customized, or dispatched. Once preparation starts, we may not be able to issue a refund.

3. Refund Eligibility

Eligible Cases

• Duplicate payments by mistake
• Maison Choc cancelled the order
• Major items missing from order
• Incorrect items received
• Confirmed quality issues reported promptly

Resolution

Eligible cases may receive a full/partial refund, replacement, correction, or store credit, reviewed on a case-by-case basis.

4. Custom Orders

Personalized gifting and bulk orders cannot be cancelled or refunded once preparation has started.

5. Pickup Orders

Please check your order at collection. Once collected, refunds are only available for confirmed missing items or quality issues.

6. Delivery Orders

Inspect your order upon arrival. We are not responsible for issues caused by delayed collection or improper storage after receipt.

7. Quality & Storage

Maison Choc is not responsible for damage caused by heat, sunlight, or improper storage after the product leaves our care. Please follow storage instructions.

8. Reporting Issues

Report problems on the day of receipt. Provide order details, description, and photos of the product and packaging.

9. Refund Timing

Approved refunds are processed to the original payment method. Timing depends on your bank or payment processor (usually several business days).

10. Non-Refundable Cases

• Change of mind after preparation
• Customer errors (wrong item/time/branch)
• Late collection or unreachable for delivery
• Damage after receipt or improper storage

Need to report an issue with your order?

0122 255 9967