Refund Policy

Refund Methods

• Refund to original payment method (3–7 business days)
• Store credit or voucher (instant)

Reporting Window

• Issues must be reported within 12 hours of delivery via email to info@ninachocolate.ae
• Provide photos of packaging + product for claim validation

Melt / Heat Damage Guarantee

We guarantee your chocolates arrive safely.
If heat damage occurs, we will:

Replace the full order OR Offer a full refund

Returns Terms:

What can be returned

Because chocolates are perishable, returns are accepted only if:

• You received the wrong product
• The product arrived damaged, melted, or defective
• The return request is made within 12 hours
• Orders delivered in perfect condition but refused will be subject to a minimum charge of 100 AED

What cannot be returned

• Orders which have been delivered properly.
• Special Customized orders, personalized, or seasonal items (e.g., Eid/Christmas editions)

Cancellation Policy

• Order cancellations allowed within 1 hour of purchase.
• After the order is processed or shipped, cancellation is not possible due to perishability.