Refund policy
Returns and Refund Policy
Conditions for returns: At SOMOS CACAO SAS BIC, we only accept returns or refunds if the product arrives in poor condition or physically damaged. Because of the perishable nature of our chocolates, melting or softening of the chocolate during transport is not considered damage, so returns do not apply in that case. Under Colombian law, goods that by their nature cannot be returned or that may deteriorate or expire quickly, such as perishable products (e.g. fine chocolate), are excluded from the consumer's right of withdrawal, pursuant to Article 47 of Law 1480 of 2011. This means that we do not accept returns for a change of mind or for conditions inherent to the product, such as possible melting. The quality and flavor of the chocolate are not affected if it melts; simply refrigerate it on receipt so that it recovers its shape.
How to request a return: If you receive a product that is genuinely damaged (for example, severely broken packaging, chocolate in poor condition for reasons other than heat):
-
Timely notice: You must contact us within 2 business days of delivery. You can do so through our WhatsApp, phone or email (see the Contact Information section). Please provide your order number, clear photos of the damage and a description of the problem.
-
Case review: Once we receive your request, we will investigate and reply within 2 to 5 business days confirming whether the return applies. We may ask for additional information or evidence of the damage if necessary.
-
Solutions: If we approve the return/refund, we will tell you the steps to follow. As a rule, we will offer to send you a replacement product at no additional cost, or, if that is not possible, issue a full refund of the amount paid. In some cases we may arrange to collect the damaged product; if so, SOMOS CACAO SAS BIC will cover the return shipping costs.
-
Refund times: If a refund is issued, it will be processed through the same payment method you used for the purchase. Please note that the credit to your account may take approximately 7 to 15 business days (depending on the bank or payment platform), although we will do our best to make it as soon as possible. We will notify you by email once the refund has been made.
Important: Returns will not be accepted outside the established deadlines or without prior authorization from our team. Products should remain, as far as possible, in their original packaging and without signs of improper use. SOMOS CACAO SAS BIC reserves the right to reject a return request if the investigation determines that the claimed damage is not attributable to shipping or to the product (for example, incorrect use or improper storage by the customer).