Returns & Refunds policy

Last updated: 25 September 2026

1. Our Approach

Choco Joli makes handcrafted food products in small batches.

Because chocolate is temperature-sensitive and our products are food intended for consumption, we do not accept returns or refunds simply because a customer has changed their mind or does not like a particular flavour.

However, this policy does not remove or restrict any consumer rights available under the Australian Consumer Law.

Australian Consumer Law consumer guarantees cannot be excluded by a business policy. Where goods do not meet applicable consumer guarantees, customers may have rights to a refund, replacement or another remedy depending on the circumstances.

2. Change of Mind

We do not accept returns, exchanges or refunds for change of mind.

This includes circumstances where a customer:

ordered the wrong product;

decided they no longer want the product;

purchased a flavour they later decide they do not like; or

changed their preference after delivery.

Customers are encouraged to review product descriptions and flavour information before placing an order.

This does not affect statutory consumer guarantee rights.

3. Incorrect Delivery Address

Customers are responsible for providing a correct delivery address.

If an incorrect address is provided and the order has already been dispatched, Choco Joli cannot guarantee that the parcel can be redirected or recovered.

Where an error is identified before dispatch, customers should contact us immediately by email or WhatsApp.

We may update the delivery address after verifying the customer's identity.

4. Damaged Packaging

If your parcel arrives visibly damaged, please:

photograph the external packaging;

photograph the damaged box and products;

contact Choco Joli as soon as possible; and

retain the packaging until we advise otherwise.

We will assess the circumstances and, where appropriate, arrange a replacement, refund or other remedy.

Where the damage appears to have occurred during postal transport, we may also lodge a claim with Australia Post.

5. Melted Chocolate

Chocolate may be affected by excessive heat during transport or after delivery.

We package orders with insulated packaging and cooling materials intended to reduce the risk of heat damage.

Customers should collect or retrieve their parcel as promptly as possible after delivery and avoid leaving it exposed to direct sunlight or excessive heat.

Where melting is suspected, please contact us immediately and provide clear photographs of the product and packaging.

For the quickest assessment, we ask customers to notify us preferably within 30 minutes of delivery or collection, and to provide photographs as soon as reasonably possible.

This timeframe is an evidence and assessment request and is not intended to exclude any rights available under Australian Consumer Law.

6. After Delivery

Once your chocolate has been delivered, it should be kept away from direct sunlight and excessive heat.

For best results after transport, particularly in warm conditions, customers may place the unopened chocolate box in a refrigerator for approximately one hour before gifting or consuming it.

Customers should follow any additional storage information provided with the product.

7. Special and Custom Orders

Because special orders are generally made or prepared specifically for an event or customer, they cannot generally be cancelled once confirmed.

An emergency cancellation request may be considered at Choco Joli's discretion, depending on the stage of production, packaging preparation, ingredients purchased and other costs already incurred.

Any cancellation arrangement is discretionary and does not create an automatic refund entitlement.

Mandatory consumer rights continue to apply where applicable.

8. Product Safety Concerns

If you believe that a product may be unsafe or unsuitable for consumption, do not consume it.

Contact Choco Joli immediately with details of the concern and, where possible, photographs and information identifying the relevant product or order.

Safety concerns will be treated separately from ordinary change-of-mind requests.

9. Refund Processing

Where a refund is approved, it will generally be returned using the original payment method where reasonably possible.

The time taken for funds to appear may depend on the payment provider or financial institution.

10. Contact

For refund, damage or product concerns:

Email: admin@chocojoli.com.au

WhatsApp: +61 455 168 707