We do our best to ensure the accuracy of every order that is shipped out. Please check the accuracy of your order upon receipt. Any errors or damaged items must be reported to us within 5 days of receipt of your order.
For health and safety reasons, food and perishable products are not returnable or exchangeable except in cases in which Keto Chocolate Factory shipped the incorrect item.
Returns are allowed within 30 days on non-edible/perishable items that are in new and unused condition with all of the original packaging, manuals, accessories, etc. There will be no refund of shipping charges except in cases in which Keto Chocolate Factory shipped the incorrect product. If a product is found to be defective or damaged during shipping you will have the option to receive a replacement or a refund of the purchase price and shipping charges.
To return merchandise for a credit or a refund, pre-approval is required. Please contact us between the hours of 10am-6pm Pacific Time, Monday – Saturday for a Return Authorization Number. All returns must be received by Keto Chocolate Factory within 14 days of the issuance of the Return Authorization Number.
There will be NO refund on original shipping charges or on return shipping charges, (unless we have made an error or incorrect items were sent). Please do not send any returns C.O.D. as they will not be accepted.
When we receive the returned items, a full refund will be issued in the form of payment that was used to make the original purchase.
If you receive damaged goods, please notify us within 5 days of receiving your order. Please, save your shipping box and packaging because it will need to be inspected by the carrier. If the box is discarded, claims cannot be filed for damaged goods or items.
Any order sent to a customer that is refused or is undeliverable will be charged the full shipping costs, including return shipping charges to Keto Chocolate Factory. Undeliverable packages are treated similar to orders for which an incorrect address has been provided by the customer or orders where the carrier has made three attempts to deliver and no one is available to accept the package.
If you have given us an incorrect address at the time of ordering, we will reship the order at your expense. If you don’t want the order re-shipped, you will be charged a 10 % restocking fee, plus the shipping charges.
Please reach out to us at 510-200-8042 or firstname.lastname@example.org with any questions concerning our return and refund policy.
When ordering chocolate coatings, candles or other perishable items during hot weather months, you must do so at your own risk. If chocolate has melted into a chunk, simply re-melt and use. We will do everything possible to prevent damage but we cannot be responsible for products that melt or are damaged during shipping.
Items that are considered edible or perishable products and not returnable or exchangeable include, but are not limited to, the following:
- All petal, blossom, luster and disco dusts
- All sprinkles including dragees, sugar pearls and glitter
- Chocolate and candy coatings
- Ingredients such as Citric Acid, Cream of Tartar, Baker’s Ammonia, Tylose, etc