Cancellation and Return Policy

CANCELLATION:

Cancellation before shipment (Only valid on orders placed & delivered within India):

Via 'My Orders' Section
Go to your account > Click on 'Orders' > Select the order you want to cancel > Click on 'Order Details' > Click on 'Cancel Item' > Select the item(s) you would like to cancel, provide the reason for cancellation, and click 'Confirm'. Your item(s) will be cancelled, and your refund will be processed.
Via the Help Center
Go to 'Have a Concern' > 'Write To Us' > 'Submit a Request' > Provide your order ID details and the request to cancel your order. Our service representative will review your query and respond within 24 hours.
Via Email or Call
Send an email to our customer support team at [email protected] along with your order ID details. Alternatively, call us at +91 9746175229 (Monday to Saturday, 8 AM to 10 PM, and Sunday 8 AM to 7 PM).

How will I get refunded for cancelled orders, and how long will it take?

In case of cancellation before shipment, we initiate the refund within 24-48 business hours after receiving the cancellation request.
For cancellations after the shipment has been dispatched or returned, we process the refund once the products are received and verified at our warehouse.

For credit/debit card or net banking payments, the refund will be initiated to the original account within 24-48 business hours after receiving the returned products. It may take up to 5 business days for the amount to reflect in your account. Note: Cash on delivery (COD) refunds are not applicable in the cancellation scenario. If the order is cancelled pre-dispatch, no cash transaction will occur, and post-dispatch leads to refunds in the source account.

We do not offer wallet refunds for cancellations.

What happens to discount vouchers or loyalty points if I cancel my order?

Discount vouchers are for one-time use only and will be considered used even if you cancel the order. If you redeemed loyalty points, they will be credited back to your account in case of cancellation.

RETURNS, REPLACEMENTS, AND REFUNDS

How do I return an item purchased from Dairy Home Chocolates?

Indian Orders:

Dairy Home Chocolates offers an 'Easy Return Policy,' where you can raise a return or exchange request for a product within 15 days of delivery. Partial returns are also accepted, allowing you to return one or more items in your order.

Via 'My Orders' Section
Go to your account > Click on 'Orders' > Select the order and click 'Have a Concern'. Choose the reason for return.
Via Help Center
Go to 'Write to Us' > 'Submit a Request' > Provide your order details and request. Please include an image of the product and the invoice for reference.
Via Email
Email our customer support team at [email protected] within 15 business days of receiving the order.

Step 2: Once your request is received, we will pick up the item from you based on the outcome of the return request. We will initiate the refund or replacement process only if the products are received in their original packaging, with their seals, labels, and barcodes intact.

Note: If it is a case of replacement, it is subject to stock availability. If a replacement is unavailable, we will refund the full amount.

Which items cannot be returned or exchanged?

Product is damaged due to misuse or overuse.
Returned without original packaging, including price tags, labels, and other accessories.
Product is used or altered.
Return request is initiated after 15 business days of delivery.
Free product provided by the brand.

Customized products (e.g., custom chocolates or personalized packaging) cannot be returned.
Personal care appliances cannot be returned due to hygiene issues.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item or wrong product in my order. How should I proceed?

Our shipments go through a rigorous quality check process before leaving our warehouse. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement or refund.

If you receive a damaged/defective item or the wrong product, follow these steps within 15 days of receiving the order:

Go to your account > Click on 'Orders' > Select 'Have a Concern' and proceed with the reason for return.

Contact us via the Help Center or by sending an email to [email protected], providing your order details, an image of the product, and the invoice.

Step 2: Based on your request, we will arrange a pickup. The refund or replacement will be initiated once we receive the product in its original condition with all packaging and labels intact.

Note: Replacements are subject to stock availability. If a replacement is unavailable, we will refund the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is part of the original order and must be returned along with the product.

Can I return part of my order?

Yes, returns can be created at the item level. If you ordered multiple items, you can initiate a return/replacement/refund for individual items. However, any returned product must include all components and any complimentary gifts that came with it.

How will I get refunded for returned orders, and how long will this process take?

In the case of a return, replacement, or refund, we will process the refund once the products are received and verified at our warehouse.

For payments made via credit/debit cards or net banking, the refund will be initiated to the same account within 24-48 business hours of receiving the returned products. It may take 5 business days for the amount to reflect in your account

For cash-on-delivery transactions, we will initiate a bank transfer based on the billing details provided. This will be completed within 24-48 business hours of receiving the products back, and it may take 5 business days for the amount to reflect in your account.