Refund and Returns Policy

Last Updated: 8-september-2026
At Rugal Chocolate, we take great care in preparing, packing, and delivering our artisan chocolates. As our products are food and confectionery items, returns and refunds are subject to the conditions outlined below.

Please read this Refund & Returns Policy carefully before placing your order.

1. Eligibility for Returns

Because chocolate is a perishable food product, we generally do not accept returns of products that have been delivered in good condition.

However, if you receive a product that is damaged, incorrect, defective, missing, or otherwise significantly different from what you ordered, please contact us so that we can review the issue.

Returns or replacements may be considered on a case-by-case basis, subject to the circumstances of the order.

2. Damaged Chocolates

We carefully package our chocolates to protect them during transportation. However, chocolate can be sensitive to heat, handling, and transportation conditions.

If your order arrives damaged, please contact us as soon as possible after delivery.

To help us assess the issue, please provide:

Your order number.
Your name and contact details.
A clear description of the problem.
Photographs of the damaged product.
Photographs of the outer packaging and shipping package.
Any other information reasonably required by our team.

We will review the information provided and determine whether a replacement, refund, or another appropriate resolution is applicable.

3. Melted or Temperature-Affected Chocolate

Chocolate may soften, melt, develop surface changes, or experience texture variations when exposed to high temperatures during transportation.

Rugal Chocolate takes reasonable precautions when packing and shipping temperature-sensitive products. However, we cannot guarantee that chocolate will remain completely unaffected by extreme weather or temperature conditions during transit.

Minor changes in appearance or texture caused by temperature may not qualify for a refund or replacement where the product remains suitable for consumption.

If you believe the product has been significantly affected, please contact us with photographs and your order details so that we can assess the situation.

4. Incorrect Product

If you receive a product that is different from the product you ordered, please contact us promptly.

After verification, we may offer an appropriate resolution, which may include:

Replacement of the incorrect product.
Replacement with the correct product.
Refund of the applicable product amount.
Another mutually appropriate resolution.

The final resolution will depend on the circumstances of the order.

5. Missing or Incomplete Orders

If an item appears to be missing from your order, please contact us with your order number and details of the missing product.

We will verify the order and shipping information and, where appropriate, arrange a replacement or refund for the missing item.

6. Order Cancellation

Cancellation requests should be submitted as soon as possible after placing an order.

Once an order has been processed, prepared, or dispatched, cancellation may no longer be possible.

If cancellation is accepted before processing, any applicable refund will be issued using the applicable payment method, subject to processing timelines.

7. Refunds

If your refund request is approved, the applicable refund amount will be processed according to the circumstances of your order.

Refunds may be applicable in situations such as:

An order being cancelled before processing.
A product being unavailable after payment.
An incorrect product being delivered, where a refund is determined to be appropriate.
A damaged or defective product being verified and approved for refund.
Other circumstances where a refund is required under applicable law.

The refund amount may be limited to the affected product or applicable portion of the order.

8. Refund Processing Time

Once a refund has been approved, it will be initiated through the applicable payment method or payment provider.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

Rugal Chocolate is not responsible for delays caused by third-party payment providers or financial institutions.

9. Non-Returnable Products

For food-safety and hygiene reasons, opened, consumed, partially consumed, or improperly stored chocolate products generally cannot be returned.

Products may also be ineligible for return or refund where the issue resulted from:

Improper storage after delivery.
Customer mishandling.
Damage caused after delivery.
Failure to follow product storage instructions.
Incorrect delivery information supplied by the customer.
Customer preference or change of mind, where applicable.

These limitations are subject to any rights that cannot legally be excluded.

10. Gift Orders

If you have purchased chocolates as a gift and the recipient receives a damaged, incorrect, or incomplete order, please contact us with the relevant order information.

The same eligibility requirements may apply to gift orders.

11. Proof of Purchase

We may require proof of purchase before approving a return, replacement, or refund.

Your order confirmation, order number, receipt, or other purchase information may be used to verify the transaction.

12. Return Instructions

Please do not send any product back to us before contacting our customer support team.

If a return is approved, we will provide the relevant return instructions.

Products returned without prior approval may not be eligible for a refund or replacement where permitted by applicable law.

13. Product Quality Concerns

If you have a concern about the quality, packaging, taste, appearance, or condition of a Rugal Chocolate product, please contact us.

We take customer feedback seriously and may request photographs, product details, batch information, or other relevant information to investigate the concern.

14. Customer Responsibility

Customers are responsible for:

Providing a correct shipping address.
Providing accurate contact information.
Being available to receive the delivery where necessary.
Following the recommended storage instructions after delivery.
Inspecting the package and products promptly after delivery.
Reporting eligible issues within a reasonable period.

15. Policy Exceptions

Rugal Chocolate may consider exceptional circumstances on a case-by-case basis.

Nothing in this policy is intended to remove or restrict any consumer rights or remedies that cannot legally be excluded under applicable law.

16. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect changes in our products, services, business practices, or applicable requirements.

Any updated version will be published on this page with the revised Last Updated date.

17. Contact Us

If you have any questions regarding refunds, returns, damaged products, incorrect orders, or replacements, please contact us:

Rugal Chocolate / Rugal Confectionery

Phone: +91 88605 93243
Email: rugal@gmail.com
Address: 3/78, Geeta Colony, Delhi-110031