Perishable goods such as chocolate cannot be returned are not eligible for refunds. We only replace item(s) if they are defective or damaged and will exchange for the same item(s) only.
If you believe an item is defective or damaged please follow the steps below:
For items purchased directly from our website - please contact us by email at firstname.lastname@example.org with your order number, details of the product, LOT number and best before date. We retain the right to request a photo of the damaged product and also the return of any faulty products by recorded delivery.
For items purchased through another store or website - please contact them directly and follow their refund and returns policies. You can copy us into any emails and we will liaise directly with them if needs be.
If you have received the product as a gift - please contact us by email at email@example.com with details of the product, LOT number and best before date. If you do not have proof of purchase, we will ask you to provide a photo of the damaged product or return the original outer packaging to us. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
Pacari Chocolates are all produced and packaged in Ecuador and not in the UK. Quality control is of highest importance from the beginning to the end of their organic processes. In order for us to forward any concerns to Ecuador the above information is essential.
If you are unable to comply with the above, then no exchange will be given.