Refund policy
Returns & Refund Policy
At Fix Chocolate, we want customers to receive their orders in the condition expected.
Perishable Food Products
Our chocolate products are perishable food items. For food safety, hygiene and product-quality reasons, we generally cannot accept returns of chocolate or other perishable food products once they have been delivered.
This does not affect any rights you may have where products are faulty, damaged, incorrect or otherwise not as described, or any other rights that cannot legally be excluded.
Damaged Products
If your order arrives damaged, please contact us as soon as possible and preferably within 24 hours of delivery at:
support@fixdessertchocolatier.store
Please provide your order number, a description of the issue and clear photographs of the product and packaging.
We will review the information provided and, where appropriate, arrange a replacement or refund.
Incorrect or Missing Items
If you receive an incorrect item or an item is missing from your delivery, please contact us as soon as possible with your order number and details of the issue.
Once verified, we will provide an appropriate resolution, which may include a replacement or refund.
Change of Mind
Because our products are perishable food products, we generally cannot accept returns or provide refunds simply because a customer has changed their mind after an order has been delivered.
Nothing in this policy limits any statutory rights that apply to your purchase.
Cancellations
If you wish to cancel an order, contact us as soon as possible at support@fixdessertchocolatier.store.
If the order has not yet been processed or dispatched, we will review whether cancellation is still possible. Once an order has been prepared, dispatched or passed to a delivery partner, cancellation may no longer be possible due to the perishable nature of our products.
Delivery Issues
Customers are responsible for providing complete and accurate delivery information when placing an order.
If an order cannot be delivered because of incorrect or incomplete information supplied by the customer, the recipient being unavailable or restricted access to the delivery location, please contact us so we can review the available options.
If tracking shows an order as delivered but you cannot locate it, please contact us promptly so we can investigate with the relevant delivery provider.
Refund Processing
Where a refund is approved, it will normally be issued to the original payment method used for the purchase.
After we issue a refund, the time required for the funds to appear in your account will depend on your bank or payment provider.
UK & UAE Customers
This policy applies to orders placed through our online store by customers in the United Kingdom and United Arab Emirates.
Nothing in this policy is intended to exclude or restrict consumer rights that cannot be excluded under applicable law.
Contact Us
For questions, refund requests or problems with an order, contact:
support@fixdessertchocolatier.store
Please include your order number and sufficient information for us to investigate your request.
Business Information
Fix Chocolate is operated by G F G GLOBAL TRADING L.L.C, a company registered and licensed in Dubai, United Arab Emirates.
Commercial Licence No.: 1384964
Licensed Activity: Retail Sale of Chocolate