Refund policy

At Durca Chocolate, we take immense pride in the craftsmanship of our premium Ecuadorian cacao. We want your experience to be as exceptional as our chocolate. However, as an e-commerce brand handling both perishable goods and merchandise, we have specific guidelines to ensure quality, safety, and transparency.

1. General Terms and Resale Limitations Purchases from Durca Chocolate are subject to the following terms. This policy applies to all purchases made through our online store and authorized retailers. Durca Chocolate supplies products for individual consumer use only. Under no circumstances shall the buyer resell any Durca Chocolate product without an explicit, authorized wholesale agreement.

2. Perishable Goods (Chocolate) Because our chocolate is a perishable food item crafted with delicate ingredients, we cannot accept physical returns of any edible products due to strict health, safety, and quality control standards.

If your chocolate arrives damaged, defective, or if you received the incorrect item, we are committed to making it right. Please refer to the "Damages, Defects, and Order Issues" section below.

3. Merchandise Returns (10-Day Policy) For non-perishable items (such as apparel, tools, or accessories), we offer a 10-day return policy. You have 10 days after receiving your item to request a return.

To be eligible for a refund, all returns must meet the following conditions:

• The item must be in the exact condition that you received it: unworn, unused, and in sellable condition.

• All original packaging materials, tags, and instructions must be intact.

• You must provide the receipt or proof of purchase.

Items not meeting these conditions are not eligible for a standard refund. Durca Chocolate reserves the right to issue an account credit instead of a refund for merchandise items returned that do not meet our strictly unused and sellable condition requirements.

Exceptions / Non-Returnable Items: We cannot accept returns on sale items, gift cards, custom products (such as personalized orders), or hazardous materials.

4. Initiating a Return To start a return for eligible merchandise, please contact our team at hello@durcachocolate.com with your order details.

If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package:

1125 CYPRESS ST
ROCK HILL, SC 29730-5606
USA

. Items sent back to us without first requesting a return will not be accepted.

Please note: A flat fee of $9.00 for the return label will be deducted from your final refund or credit amount.

5. Damages, Defects, and Order Issues Please inspect your order immediately upon reception. If your product is defective, damaged in transit, or incorrect, you must contact us at hello@durcachocolate.com within 7 days of delivery.

To expedite the resolution, please include your order number, a description of the issue, and clear photographs of both the damaged product and the shipping box. We will offer a replacement, return, or exchange for items with verified defects.

Cosmetic Defects: Minor aesthetic changes to the chocolate (such as cocoa butter bloom due to temperature fluctuations) or superficial damage to outer packaging that do not affect the safety, taste, or function of the item may qualify for a 50% refund or store credit if the item is kept by the customer.

6. Order Changes and Cancellations We process orders rapidly to ensure your chocolate arrives as fresh as possible. As a result, changes or cancellations cannot be guaranteed once an order is placed. If you notice an error in your order or shipping details, contact us immediately, though quick processing may limit our ability to modify the order.

7. Shipping Delays and Failed Deliveries Because temperature and transit times are critical for premium chocolate, we monitor our logistics closely. Estimated delivery times are not guaranteed. Durca Chocolate is not liable for, and will not issue refunds or replacements due to:

• Weather-related delays.

• Carrier delays (e.g., transit strikes, customs delays, or high holiday volume).

• Failed deliveries resulting from an incorrect or incomplete shipping address provided at checkout.

• Packages marked as "Delivered" by the carrier but reported missing or stolen.

Failed deliveries must be reported within 7 days of the delivery notification.

8. European Union 14-Day Cooling-Off Period Notwithstanding the above, if your non-perishable merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the exact condition that you received it, unworn or unused, with tags, and in its original packaging, accompanied by proof of purchase. (Note: This right of withdrawal strictly applies to non-perishable merchandise and does not apply to perishable food items like our chocolate).

9. Refunds Refunds will be processed once returned items are received and inspected by our warehouse team.

• If approved, you will be automatically refunded on your original payment method.

• Refunds typically take 3-10 business days to appear in your account after processing.

• If you do not receive your refund within this timeframe, please check with your bank or card issuer.

If more than 15 business days have passed since we approved your return or claim, please contact us at hello@durcachocolate.com.

10. Exchanges Exchanges are available for non-perishable items that arrive damaged or defective. The fastest way to ensure you get what you want for a standard preference exchange (e.g., a different apparel size) is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.

11. Dispute Resolution All disputes arising from this policy shall be resolved through binding arbitration, under the rules of the applicable Arbitration Association, held in Quito, Pichincha, Ecuador.