Return and Refund Policy
Chocolate Quetzal guarantees that orders will arrive at the specified shipping address in optimal condition. If, upon receipt, the quality of your order is unsatisfactory, please contact us within 10 days, providing a detailed description and photographic evidence of the issue.
Upon verification, Chocolate Quetzal will, at its discretion, provide a replacement or an exchange of equal or greater value. Replacements or exchanges will be shipped within 10 business days. Due to the perishable nature of our products, claims lacking sufficient supporting documentation will not be eligible for reshipment. Chocolate Quetzal reserves the right to limit the number of replacements. Returns and refunds are not offered.
This guarantee applies exclusively to correctly addressed orders. Chocolate Quetzal cannot guarantee the condition of packages requiring carrier rerouting or those impacted by delivery exceptions, such as failed first delivery attempts or customer-initiated delivery modifications.
Customers are responsible for providing accurate and complete shipping addresses, including street addresses, company names, and suite or apartment numbers where applicable.
Chocolate Quetzal is not liable for failed deliveries resulting from:
- Incorrect or outdated address information provided by the customer;
- Recipient unavailability; or
- Failure to provide a corrected delivery address within 24 hours of the initial delivery attempt.
Shipments returned or requiring rerouting due to inaccurate addresses will incur additional charges for reshipment and/or relabeling.