Return & Exchange Policy
Perishable Artisanal Chocolates & Confectionery. To guarantee strict hygiene standards and cold-chain integrity, all sales are final once delivered. Returns and physical exchanges are strictly not accepted.
Strict No Return & No Physical Exchange Policy
Because THALF creations are delicate, temperature-sensitive, artisanal confectionery and perishable food products, no returns, physical exchanges, or pickup collections are available once an order has been delivered. To protect the health, hygiene, and safety of all patrons, products that have left our atelier cold-chain custody cannot be restocked or returned.
Our Customer Guarantee: While physical returns are strictly barred, we take 100% responsibility for transit damage, severe melting, or fulfillment errors reported within 48 hours. In verified cases, we dispatch a free replacement batch without requiring you to ship the product back.
1. Zero Returns Accepted
Perishable food items cannot be returned for change of mind, subjective taste preferences, or ordering mistakes. All sales are final upon delivery.
2. Zero Return Shipping
In the rare event of transit damage or melting, you are never asked to mail perishable chocolates back. Verified claims receive direct resolution.
3. Strict 48-Hour Claim Window
All claims for transit damage, melting, or missing items must be logged within 48 hours of carrier delivery confirmation with unboxing video proof.
4. Free Fresh Replacement
Upon claim approval, receive an expedited fresh batch replacement dispatched at zero additional charge, or opt for store credit/refund.
Ineligible Scenarios for Return
Under FSSAI hygiene regulations, edible products cannot be reintroduced into an artisanal kitchen or redistributed. The following circumstances are strictly non-returnable:
Change of Mind
Deciding you no longer require the chocolates once an order has been dispatched or delivered.
Subjective Taste & Preference
Subjective expectations regarding cocoa percentage, bitterness, sweetness level, or texture.
Customer Ordering Mistakes
Accidentally selecting the wrong flavor, wrong box size, or duplicate quantities during checkout.
Doorstep Delivery Refusal
Refusing to accept a scheduled, undamaged delivery from the courier agent upon arrival.
Incorrect Delivery Details
Shipments delayed or spoiled due to an incorrect pin code, invalid phone number, or locked premises.
Improper Post-Delivery Storage
Melting or bloom occurring after successful delivery due to parcels kept in hot cars or direct sunlight.
Covered Transit Exceptions
While returns are not accepted, our commitment to artisanal excellence means you will never suffer a loss due to transit negligence. We provide swift resolution for:
Severe Transit Melting
If extraordinary courier delays in extreme heat cause chocolate to arrive melted or liquified upon opening, it qualifies for immediate replacement.
Crushed or Broken Packaging
Boxes crushed, punctured, or chocolate slabs shattered into pieces due to rough handling by freight handlers during transit.
Incorrect Creations Received
If items received differ from the creations listed on your official order confirmation email or invoice.
Missing Items in Hamper
Missing units or accessories from an ordered multi-item presentation hamper or gift box.
Zero Return Shipping: You Never Send Food Back
Unlike apparel stores that mandate you repackage and return items via reverse logistics, THALF will NEVER ask you to post back melted or damaged food products. Reverse shipping of opened chocolates is unhygienic and wasteful.
What happens instead:
- Submit your unboxing video and photo proof to our WhatsApp Concierge.
- Once verified, your replacement or credit is approved on the spot.
- You may safely dispose of the compromised product. No reverse courier waiting or return shipping fees.
Mandatory 48-Hour Claim Protocol
Claims must be reported within 48 hours of carrier delivery confirmation.
Because chocolates are perishable, claims submitted after 48 hours from the courier delivery timestamp cannot be accepted, as post-delivery storage factors cannot be verified.
Checklist Required When Reporting an Issue:
Uncut Unboxing Video
A continuous video showing the sealed parcel, shipping label, and the opening of the package.
Courier Label (AWB) Photo
A clear photo of the shipping label on the exterior carton with the tracking number visible.
Damage / Melt Photos
High-resolution photographs displaying the cracked box, melted bar, or wrong creation.
Order Reference Number
Your THALF Order Number (e.g. #THF-10294) and registered mobile number.
Report a Delivery Issue
Connect directly with our Master Concierge on WhatsApp to report transit issues, melting, or request replacement evaluation.
Hello THALF Concierge, I am reporting a delivery issue under the Return Policy. Order Reference: [Order # or Registered Mobile] Issue Category: Severe Transit Melt I have my unboxing video and photographs ready for review. Please guide me.
Concierge Desk Hours
- Operating Hours: Monday – Saturday, 9:00 AM – 7:00 PM IST
- Evaluation Turnaround: Claims assessed within 24 to 48 business hours
- Checklist: Keep your unboxing video & outer carton label handy
Direct Channels:
WhatsApp: +91 90611 07915
Email: concierge@thalf.store
Return Policy FAQs
Need Information About Refunds & Cancellations?
Read our payout timelines, Razorpay reversals, and cancellation eligibility on our dedicated Refund Policy page.