Refund & Return Policy

Refund & Return Policy

Last Updated: October 5, 2026

At CARAMELA VALLEY, we carefully prepare and pack our chocolates, candies, cookies and sweet treats to ensure they reach you in excellent condition.

Because many of our products are food items, certain return and exchange restrictions apply for hygiene, freshness and food-safety reasons.

1. Damaged or Incorrect Orders

If your order arrives:

  • Damaged

  • Opened or tampered with

  • Incorrect

  • Missing an item

please contact us as soon as possible after delivery.

Email us at:

caramelavalley@gmail.com

Please include:

  • Your order number

  • Your name

  • A description of the issue

  • Clear photographs of the product and packaging

  • Any other relevant information that may help us review the issue

We will review your request and, where appropriate, provide a replacement, store credit or refund.

2. Food Products and Returns

For health, hygiene and food-safety reasons, we generally do not accept returns of opened, consumed or used food products.

Unless an item arrives damaged, incorrect or defective, customers should not send food products back without first contacting our customer support team.

3. Incorrect Products

If you receive a product different from the one you ordered, please contact us before returning anything.

After reviewing the order, we may arrange an appropriate replacement or other suitable resolution.

4. Damaged Products

If your package arrives damaged, please photograph the outer packaging and the affected product before disposing of anything.

This helps us investigate the issue with our delivery partner and determine the appropriate resolution.

5. Refunds

If your refund is approved, the applicable refund will be processed through the available payment method or another agreed method, depending on the original payment method and circumstances of the order.

Processing time may vary depending on the payment provider or financial institution.

6. Non-Returnable Situations

Returns or refunds may not be available for:

  • Products that have been opened or consumed

  • Products damaged after delivery by the customer

  • Products stored incorrectly after delivery

  • Products returned without prior approval

  • Products where the issue is caused by incorrect handling or storage

7. Order Cancellation

If you need to cancel an order, contact us as soon as possible at:

caramelavalley@gmail.com

Cancellation requests cannot always be guaranteed once an order has been processed, packed or dispatched.

8. Contact Us

For return, refund or order-related assistance:

Email: caramelavalley@gmail.com

CARAMELA VALLEY
Premium Chocolates • Sweet Treats • Gifting