Refund policy

Return and Refund Policy

Because many Chocogram products are personalised, custom-made, printed with photos or messages, or are food products, we generally cannot accept returns or exchanges for change of mind.

Damaged, faulty or incorrect orders
If your order arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible at sales@chocogram.com.au. Please include your order number and clear photos of the product and packaging so we can assess the issue.

Where appropriate, we may offer a replacement, refund, or other remedy. Nothing in this policy limits your rights under the Australian Consumer Law.

Personalised and custom products
Personalised chocolates, printed photo chocolates, custom messages, corporate-branded products and other made-to-order items cannot normally be returned or exchanged because they are produced specifically for you.

If we have made an error in the personalisation or supplied the wrong product, please contact us and we will arrange an appropriate remedy.

Food products
For food safety reasons, chocolates and other edible products cannot normally be returned once delivered unless they are faulty, damaged, incorrect, or otherwise covered by your rights under Australian Consumer Law.

Delivery damage
If an item is damaged in transit, please contact us promptly with photos of the damaged item and the packaging. We will review the issue and, where appropriate, arrange a replacement or refund.

Cancellations
If you need to cancel an order, please contact us as soon as possible. Once a personalised or custom order has entered production, cancellation may no longer be possible.

Refunds
Approved refunds will be returned to the original payment method. Processing times may vary depending on your bank or payment provider.

Gift cards
Gift cards are generally non-refundable except where required by law.

Contact us
For questions about returns, refunds or damaged orders, contact:
sales@chocogram.com.au