Refund & Returns Policy

Last Updated: 11 August 2026

At Haus of Chocolat, we take pride in creating handcrafted Belgian chocolates with care and attention to quality.

Because our products are food items and many are made to order, personalised or customised, certain products cannot be returned simply because a customer has changed their mind.

This policy explains when returns, replacements or refunds may be available.

Nothing in this policy is intended to limit or exclude any rights that you may have under the Consumer Protection Act 68 of 2008 (CPA) or any other applicable South African law.

1. Change of Mind

Because our chocolates are perishable food products, we generally do not accept returns or exchanges simply because a customer has changed their mind, no longer wants the product, ordered the incorrect item, or does not like the flavour or design selected.

This applies particularly to:

  • Chocolates and other food products;
  • Products that have been opened or consumed;
  • Personalised products;
  • Custom-designed products;
  • Products made to a customer’s specifications;
  • Custom-coloured chocolates;
  • Custom wrappers and packaging; and
  • Products prepared specifically for an event or occasion.

Where applicable, any cancellation or return rights provided by South African law will continue to apply.

2. Personalised & Custom Products

Personalised and custom products are made specifically according to the customer’s instructions and requirements.

This may include:

  • Personalised chocolate bars;
  • Custom wrappers;
  • Custom-coloured chocolates;
  • Corporate chocolates;
  • Wedding and event favours;
  • Custom chocolate designs;
  • Branded chocolates; and
  • Other products made to a customer’s specifications.

Once production has commenced, these orders may not be cancellable simply because the customer has changed their mind.

Customers are responsible for checking and approving spelling, names, dates, colours, wording, logos and other details supplied to Haus of Chocolat before production.

Where a customer provides incorrect information, we cannot guarantee that the product can be changed or remade without additional charges.

3. Incorrect or Defective Products

We carefully check our products before they leave our facility.

If you receive a product that:

  • Is materially different from what you ordered;
  • Is incorrect;
  • Is missing from your order;
  • Has a manufacturing defect;
  • Is damaged before or during delivery; or
  • Does not meet the required quality or safety standards,

please contact us as soon as possible.

Where appropriate, we may request photographs and other information to help us investigate the issue.

Where a product is found to be defective or otherwise falls within a consumer remedy provided by applicable law, we will provide the remedy required by law.

This may include a replacement, repair where applicable, or refund, depending on the circumstances and the customer’s rights under applicable legislation.

The CPA provides an implied warranty of quality and, in qualifying circumstances, allows a consumer to return defective goods within six months of delivery.

4. Reporting an Issue

For practical purposes, we ask customers to contact us within 24 hours of delivery if there is a problem with their order.

This allows us to investigate the issue while the product and packaging are still available and in substantially the condition in which they were received.

However, this 24-hour reporting period does not remove or limit any statutory rights that may apply under South African law.

When contacting us, please provide:

  • Your order number;
  • Your name;
  • A description of the problem;
  • Photographs of the product;
  • Photographs of the packaging where relevant; and
  • Any other information reasonably required to investigate the matter.

Please do not dispose of or alter the product before we have had a reasonable opportunity to assess the issue, unless doing so is necessary for health or safety reasons.

5. Chocolate Melting & Warm Weather

Chocolate is sensitive to heat and may soften or melt when exposed to high temperatures.

This is particularly relevant during South Africa’s warmer months and when orders are transported over long distances.

We take reasonable precautions when preparing and packaging orders. Depending on the product, season and delivery requirements, this may include appropriate protective packaging or cooling measures.

However, once an order has been handed to a courier, we cannot control the temperature or conditions to which the parcel is exposed during transportation.

Customers should therefore consider the weather conditions and delivery destination when placing an order.

Minor softening or cosmetic changes caused by exposure to heat during transportation do not automatically mean that a product is defective.

Where melting or damage is significant, please contact us with photographs so that we can assess the circumstances and determine whether a remedy is appropriate.

Nothing in this section limits any rights you may have under applicable consumer protection law.

6. Courier Delays & Delivery Issues

We use third-party courier services to deliver orders.

Once your order has been collected by the courier, delivery times and handling are outside our direct control.

Courier delays may occur because of:

  • Traffic;
  • Weather;
  • High-volume periods;
  • Public holidays;
  • Incorrect delivery information;
  • Remote delivery locations;
  • Operational disruptions; or
  • Other circumstances beyond our control.

If your parcel is delayed or you experience a courier-related issue, please contact us as soon as possible so that we can assist in following up with the courier.

Where the issue results from our own error, we will work with you to resolve it.

We cannot, however, guarantee courier delivery dates or accept responsibility for delays caused solely by third-party courier operations.

7. Incorrect Delivery Information

Customers are responsible for ensuring that all delivery information supplied during checkout is accurate.

This includes:

  • Recipient name;
  • Delivery address;
  • Suburb;
  • City;
  • Postal code;
  • Telephone number; and
  • Any relevant delivery instructions.

If an order is returned to us because incorrect or incomplete information was provided by the customer, additional delivery charges may apply before the order can be sent again.

8. Uncollected Orders

Where an order is selected for collection and is not collected within the agreed collection period, customers should contact us to arrange an alternative collection date.

Because chocolates are perishable, we cannot guarantee the quality of products that remain uncollected for extended periods.

Where an order has been prepared specifically for a customer or event, we may be unable to resell or reuse the products.

9. Refunds

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

The time taken for the funds to reflect in your account may depend on the payment provider or financial institution involved.

Where a replacement is appropriate and agreed upon, we will arrange the replacement in accordance with the circumstances of the order.

10. Order Cancellations

Orders may be cancelled before production or preparation has commenced, subject to the circumstances of the order.

Once an order has entered production, has been personalised, customised or specifically prepared for the customer, cancellation may no longer be possible.

Where applicable, any cancellation rights provided by the Consumer Protection Act will continue to apply.

Customers placing large, corporate, event or custom orders should contact us as soon as possible if they need to make changes or cancel an order.

11. Promotional & Sale Products

Promotional, discounted or sale products remain subject to this Refund & Returns Policy and applicable consumer protection legislation.

A product being sold at a discounted price does not remove statutory consumer rights relating to defective, unsafe or non-compliant goods.

12. Products Damaged Before Delivery

If a product is damaged before it reaches you, please contact us as soon as possible and provide photographs of:

  • The product;
  • The outer packaging;
  • The internal packaging; and
  • Any visible damage.

We will assess the circumstances and, where appropriate, arrange a replacement or other remedy in accordance with applicable law.

13. Food Safety

If you believe that a product may be unsafe to consume, do not consume it.

Please contact us immediately and provide details of the issue, including photographs where possible.

We take food safety and product quality seriously and will investigate any genuine food-safety concern promptly.

14. Allergies & Ingredients

Customers are responsible for reviewing the ingredient and allergen information provided for our products before purchasing.

Our chocolates may contain or come into contact with allergens including milk, nuts, soya and gluten, depending on the product.

If you have a food allergy or specific dietary requirement, please contact us before placing your order so that we can advise you regarding the relevant product.

Information about ingredients and allergens should not be interpreted as a guarantee that a product is suitable for a particular allergy or medical condition.

15. No Blanket Exclusion of Consumer Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded or waived under South African law.

Where a statutory right or remedy applies, that right will take precedence over any conflicting provision in this policy.

16. Policy Updates

Haus of Chocolat reserves the right to update this Refund & Returns Policy from time to time to reflect changes to our products, operations, legal requirements or consumer protection obligations.

The latest version will always be published on this page.

17. Contact Us

If you have a question about an order, return, replacement or refund, please contact us:

Haus of Chocolat
Email: info@hausofchocolat.com

Please include your order number when contacting us about an existing order.