Refund policy
At Choco Sync, each product is handcrafted with care and intention. Due to the perishable and delicate nature of our chocolates, we have outlined the following policy for refunds, returns, and order cancellations.
This policy operates alongside, and does not exclude, your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this policy limits any consumer guarantee that applies to your purchase.
1. Order Cancellations
• Orders may be cancelled within 12 hours of placing the order, provided production has not yet begun.
• Once production has begun, cancellations may not be possible.
• To request a cancellation, please contact us immediately at info@chocosync.com.au.
• If your cancellation is accepted, a full refund will be issued to your original payment method within 5–10 business days.
2. Refunds & Replacements
We take great pride in the quality of our products. However, if there is an issue with your order, we are here to help.
You may be eligible for a refund or replacement if:
• Your order arrives damaged or in a materially compromised condition.
• You receive the wrong product.
• Your order is significantly compromised during delivery (e.g., melting due to courier delays beyond reasonable expectations).
• The product does not match its description on our website.
To request a refund or replacement:
• Contact us within 48 hours of delivery.
• Provide your order number and clear photographic evidence of the issue.
Once your claim is approved, we will offer either:
• A replacement product (subject to availability), or
• A full refund to your original payment method.
Claims made after the 48-hour window will be assessed on a case-by-case basis but may not be eligible for a refund or replacement.
Refund processing: Approved refunds will be processed within 5–10 business days. Please note that your bank or payment provider may take additional time to reflect the refund in your account.
3. Non-Refundable Situations
We are unable to offer refunds or replacements in the following cases:
• Change of mind after the product has been dispatched.
• Incorrect shipping details provided by the customer that result in failed or delayed delivery.
• Failed delivery attempts due to recipient unavailability, where the courier has followed standard re-delivery procedures.
• Minor variations in appearance, colour, or decoration, as each product is individually handmade.
Note: Where goods are destroyed or perish due to courier return caused by incorrect address or recipient unavailability, we will assess each situation on its merits and may offer a partial resolution at our discretion.
4. Heat & Storage Disclaimer
Chocolates are sensitive to temperature. Please note:
• We use insulated or temperature-appropriate packaging where necessary to protect your order during transit.
• We are not responsible for melting or damage caused by exposure to heat after delivery has been completed (i.e., after the parcel has been left at the delivery address).
• Customers are advised to ensure someone is available to receive the order and store it appropriately upon arrival.
• We recommend storing chocolates in a cool, dry place below 20°C, away from direct sunlight. Avoid refrigeration unless necessary, as temperature changes may affect texture and appearance.
During warmer months (October–March), we strongly recommend selecting express shipping to minimise transit time.
5. Delivery Issues
While we work with trusted courier partners, delays can occasionally occur.
• If your order is significantly delayed or does not arrive within a reasonable timeframe, please contact us and we will actively assist in resolving the issue, including lodging an investigation with the courier.
• If your order is confirmed as lost in transit, we will provide a replacement or full refund at our discretion.
• Choco Sync is not liable for minor delays that are within normal courier timeframes.
6. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
7. Contact Us
For any refund or cancellation requests, please contact:
Email: info@chocosync.com.au
By placing an order with Choco Sync, you agree to this Refund & Cancellation Policy, subject to your rights under the Australian Consumer Law.
Choco Sync — crafted with care, shared with intention.