Returns, Replacements & Refunds
Our commitment to artisanal quality, temperature preservation, and fair dispute resolution for THALF Handmade Chocolates.
Food & Confectionery Product Policy Notice
Because THALF products are perishable food and artisanal chocolate items, delivered products are generally not eligible for return or exchange. To preserve strict hygiene and food safety standards, once a package is delivered, it cannot be returned to our atelier inventory.
General Return Policy
Food SafetyDelivered THALF chocolate creations are non-returnable. We do not accept returns or exchanges for:
- ✕Change of mind after order dispatch
- ✕Taste preference or subjective flavor profiles
- ✕Ordering the wrong product by mistake
- ✕Ordering the wrong quantity during checkout
What Qualifies for Assistance
THALF will thoroughly review claims and provide appropriate replacement or refund assistance for genuine fulfillment or transit issues, including:
Damaged Products
Boxes or chocolate slabs crushed, broken, or damaged during transit.
Incorrect Products
Items received differ from the creations listed on your order confirmation.
Missing Products
Shortages or missing items from a multi-item presentation hamper.
Melted / Unusable Chocolate
Chocolate severely melted or altered due to unexpected courier delay.
Damaged or Melted Chocolate
Handcrafted luxury chocolate is temperature sensitive. We package all dispatches in thermal insulated presentation boxes with gel ice packs. However, during high ambient summer temperatures or unexpected courier delays, transit issues may occur.
We do NOT automatically reject melted chocolate claims. If your order arrives melted, liquid, or compromised, please contact Concierge support within 48 hours with video/photo proof for evaluation.
Reporting Window (48 Hours)
Strict 48-Hour Claim Period
All damage, melting, missing item, or incorrect delivery claims must be reported within 48 hours of delivery completion. Requests submitted after 48 hours may be declined unless THALF determines that an exception is justified.
How to Request Assistance
THALF handles all order claims through our dedicated WhatsApp Concierge Support Channel. There is no automated self-serve return portal.
Please prepare the following information when reaching out:
- Order Number (e.g. #THF-84920)
- Registered Mobile Number used at checkout
- Clear reason for the request (Damaged / Melted / Missing / Wrong Item)
- High-resolution photos of the exterior package and product
- Unboxing video evidence where useful for melted or missing items
Refunds & Possible Resolutions
All requests are manually reviewed by our master concierge team. Upon verification of a valid claim, THALF may offer:
- Express Product Replacement dispatched at zero additional charge
- Monetary Refund processed back to your original payment account
- Store Credit / Atelier Voucher for future releases
Note: Refund requests are reviewed and explicitly approved by THALF Admin. Once approved, you will be notified via WhatsApp when the refund transaction has been initiated.
Need help with your order?
Contact our Concierge team on WhatsApp for returns, replacements and refund assistance.
Hello THALF, I need assistance with my order. Order Number: [Your Order Number] Request: Replacement Please guide me.