Refund Policy

Last updated: January 15, 2026

At Helena Chocolatier, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer returns and refunds under the conditions outlined below.

RETURN ELIGIBILITY

We accept returns of unconsumed products under the following conditions:

  • Returns must be requested within 7 days of receiving your order
  • Products must be in their original packaging
  • One item may be opened, but the product must be unconsumed
  • You must contact us at sales@helenachocolatier.com or (305) 970-2968 to initiate the return process

NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

  • Personalized or custom-made products
  • Gift cards
  • Items marked as final sale or clearance
  • Consumed products
  • Products returned after the 7-day return window

HOW TO INITIATE A RETURN

To request a return:

  1. Contact us within 7 days of receiving your order at sales@helenachocolatier.com or
  2. (305) 970-2968
  3. Provide your order number and reason for return
  4. We will send you a prepaid UPS return label at no cost to you
  5. Pack the items securely in their original packaging
  6. Attach the return label and drop off the package at any UPS location

INSPECTION AND APPROVAL

Once we receive your returned items:

  • We will inspect the products to ensure they meet our return eligibility criteria
  • If approved, we will process your refund or replacement according to your preference
  • If the return does not meet our criteria, we will contact you to discuss options

REFUND OPTIONS

Upon approval of your return, you may choose:

  • Full refund to your original payment method
  • Order replacement - we will resend your order at no additional cost

REFUND PROCESSING TIME

  • Refunds are processed within 10 business days after we receive and inspect your returned items
  • Refunds are issued to the original payment method:
    • Credit/debit cards and PayPal: Refund will appear in your account within 10 business days
    • Money orders: We will send you a check or Zelle payment within 10 business days
  • Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account

DAMAGED OR DEFECTIVE PRODUCTS

If your order arrives damaged, melted, or defective:

  • Report it within 24 to 48 hours of receiving your package
  • Provide photographic evidence of the damaged product and packaging
  • Contact us at sales@helenachocolatier.com or
  •  (305) 970-2968
  • We will replace the product at no cost to you - no return required

ORDER ERRORS

If you receive an incorrect product due to an error on our part:

  • Contact us within 24 to 48 hours
  • We will send you a prepaid UPS return label
  • We will resend the correct product at no additional charge

EXCHANGES

We do not offer direct exchanges. If you would like a different product, please return your original order for a refund and place a new order for the item you prefer.

SHIPPING COSTS

  • Returns: We provide a prepaid return label at no cost to you for eligible returns
  • Original shipping costs: Shipping fees from your original order are non-refundable unless the return is due to our error or a defective product

CONTACT US

For questions about returns or refunds, or to initiate a return, please contact us:

  • Email: sales@helenachocolatier.com
  • Phone: (305) 970-2968

We are here to help and will respond to your inquiry as quickly as possible.