Refund policy

Returns & Refunds Policy

At CALINEO, all of our chocolates are handcrafted to order, often personalised or made specifically for individual customers, events, or occasions. Due to the nature of our products, we are unable to accept returns or offer refunds in most circumstances.

Made-to-Order & Personalised Items

All of our products are made fresh to order and many are customised, including personalised packaging, flavours, quantities, or designs. For this reason, we do not accept returns or offer refunds for change of mind, incorrect ordering, or cancelled events.

Food Safety & Hygiene

As our products are food items, we are unable to accept returns once an order has been dispatched or delivered. This policy is in place to comply with food safety and hygiene regulations.

Damaged or Faulty Orders

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with clear photographs of the issue and your order number. We will assess the situation and, where appropriate, offer a replacement or refund at our discretion.

Incorrect Orders

If you believe you have received an incorrect item, please notify us within 48 hours of delivery so we can investigate and resolve the issue.

Event & Wedding Orders

For wedding, event, and large bespoke orders, all details will be agreed in advance. Once confirmed and production has begun, orders cannot be amended, cancelled, or refunded.