1) Cancellations

• Window: Cancellations will be considered only if the request is made within 24 hours of placing an order.
• Already shipped: If the order has already been shipped, it will not be possible to cancel the order.
• How to request: Email support@kraftedkakao.com or call 8692872044 with your Order ID (subject: “Cancel Order – #OrderID”).

2) Returns (7-day policy)

• You have 7 days after delivery to request a return.
• Eligibility: Items must be unused/untouched, unopened, in the original packaging, and include the receipt/Order ID.
• Taste/Preference: There will be no refund if the taste is not to your liking or you feel it isn’t good enough, provided the product is within its expiry date. If you still request a return and it’s approved, the product must be untouched/unopened and the shipping cost will be borne by you.

3) Damaged or Wrong Item

• If you receive a damaged product or the wrong item, we will refund or exchange it.
• Please contact us within 24 hours of delivery with clear photos/videos of the outer box, inner packing and product, along with your Order ID.
• Once verified, return/replacement shipping is covered by us. We ship a replacement (same product). If unavailable, we offer an equivalent replacement or a refund.

4) How to Start a Return

1. Email support@kraftedkakao.com or call 8692872044 (subject: “Return Request – #OrderID”).
2. Share: Order ID, reason for return, photos/videos (if applicable), and whether you prefer refund or exchange.
3. If accepted, we’ll send a return label or provide the return address and instructions. Parcels sent back without prior approval (RMA) will not be accepted.

5) Inspection & Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10–15 days. Please note your bank/issuer may take additional time to post the refund.

6) Exchanges

The fastest way to get the right item is to request a return and, once approved, place a fresh order. For verified damaged/wrong-item cases, we can also send a replacement directly.

7) Non-returnable / Non-refundable Items

• Opened or used food items.
• Items without original packaging or missing components.
• Sale items, gift cards, and free gifts.
• Returns requested after 7 days from delivery.

8) Shipping Costs

• Customer-initiated returns (not due to damage/wrong item): return shipping is paid by you; original shipping charges are non-refundable.
• Damaged/wrong item: return or replacement shipping is covered by us after verification.

9) Contact

We’re here to help. Email support@kraftedkakao.com or call 8692872044 (please mention your Order ID).