Our Returns Policy
At Cha Cha Chocolate, we’re committed to providing an enjoyable shopping experience, both online and in-store. We want you to feel confident when choosing our chocolates and confectionery, and we encourage you to contact our friendly team if you have any questions before making a purchase.
1. RETURNS AND CREDITS
Unless otherwise agreed by Cha Cha Chocolate, change-of-mind returns are not accepted for credit or refund. However, this policy does not limit your rights under Australian Consumer Law.
If a product you purchase is:
• Received damaged;
• Incorrectly supplied; or
• Faulty or not of acceptable quality,
you may be entitled to a remedy in accordance with your rights under Australian Consumer Law.
2. INCORRECT, DAMAGED OR FAULTY PRODUCTS
If a product supplied by Cha Cha Chocolate is incorrect, does not match its description or is faulty, we will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.
Depending on the circumstances and the nature of the issue, this may include a replacement, repair where applicable, or refund.
3. HOW TO MAKE A CLAIM
If you experience an issue with a product purchased online or in-store, please contact us as soon as possible after discovering the problem so we can assist you.
Please email hello@chachachocolate.com.au and include:
• Your order number or proof of purchase;
• A description of the issue;
• Photographs of the product and packaging, where applicable; and
• Any other information that may help us assess your claim.
Where possible, please retain the product and its packaging until we have advised you on the next steps.
We aim to respond to all enquiries promptly. Any timeframes we request for reporting an issue do not limit your rights under Australian Consumer Law.
4. RETURNING PRODUCTS
If a return is required, our team will explain the appropriate process, whether your purchase was made online or in-store. Please contact us before returning any products so we can provide instructions and advise you of the next steps. Where a product has a fault or other issue covered by Australian Consumer Law, any applicable return arrangements and costs will be handled in accordance with your consumer rights.
5. REFUNDS
Where a refund is applicable, it will generally be processed using the original payment method, unless otherwise agreed. We aim to process approved refunds as promptly as possible and within any timeframe required by law. Please contact our team if you have questions about the progress of your refund.
CONTACT US
If you have any questions about our returns and refunds policy, please get in touch with our friendly team.
Email: hello@chachachocolate.com.au
Phone: +61 7 4152 4204
Phone hours: Monday to Friday, 9am to 4pm (Queensland time)
This policy operates alongside your rights under Australian Consumer Law, which cannot be excluded or restricted.
Effective Date: 1st July 2020