Refund policy

Return and Refund Policy

Refunds

  • We do not accept returns for change of mind.
  • We do not accept returns where the product has been misused, or where the customer contributed to the issue.
  • Where the NSW Fair Trading Consumer Guarantee applies, we will investigate and determine a solution in line with NSW Fair Trading guidelines.
  • For delivery-related issues (delay, missing parcel, delivered-but-not-received, damage in transit), you must lodge a case/claim directly with Australia Post first using your tracking number. Australia Post will not accept a case lodged by us on your behalf.
  • For our-fault issues (incorrect item, missing item in the box, quality concern), please email us within 48 hours of Australia Post’s delivery advice (delivery confirmation).
  • Returns, refunds, and exchanges for products occasionally fulfilled by external providers are managed by Chocolate On Purpose®. Please contact us first for assistance. We will work with the fulfilment providers on your behalf to resolve any issues according to our policies and consumer rights.
  • We do not ship internationally.

Returns

4.1 Return due to change of mind

Chocolate On Purpose® will not accept returns due to change of mind; misuse of the product by the Receiver; if the Receiver contributed to the problem; or in the event of an occurrence completely outside of the business’ control.

Should the NSW Fair Trading Consumer Guarantee be applicable, the matter will be investigated and a solution will be determined in line with NSW Fair Trading guidelines.

4.2 Delivery terms

Note: Chocolate On Purpose is situated in Regional NSW. We are outside of the Australia Post Express Post next-day delivery network. However, Australia Post advise Express Post is still the quickest postage option.

4.3 Transit time (Australia Post)

In general, Express Post is in transit for 1 to 5 days, depending on location. 

In general, Parcel Post is in transit for 4 to 7 days, depending on location.

Note: Australia Post may advise delays from time to time. Please check Australia Post service updates: https://auspost.com.au/service-updates/domestic-delivery-updates

4.4 Transit time internationally

We do not ship internationally.

4.5 Change of delivery address

If you need to change your delivery address, please email orders@chocolateonpurpose.com.au as soon as possible. If the order has already been dispatched, changes are not possible.

If you provide incorrect address information on your order and Australia Post returns the parcel as "Return to Sender", the cost of re-delivery will be at your own expense and the original order will be re-sent to you (as is). No refund will be issued.

If the parcel is returned to us as “Return to Sender” but the address provided was correct, you will need to lodge a complaint directly with Australia Post so they can investigate. The above conditions still apply.

If Australia Post tracking shows the parcel was delivered but you have not received it, you must lodge a case directly with Australia Post using your tracking number and request their "proof of delivery" photo.

4.6 P.O. Box shipping

Chocolate On Purpose® will ship to P.O. Box addresses using Australia Post services. The same conditions as per section 4.3 apply.

4.7 Delivery time exceeded

If delivery time has exceeded the forecast time, please lodge a case directly with Australia Post using your tracking number. Australia Post will not accept a case lodged by us on your behalf.

Please also email us at orders@chocolateonpurpose.com.au with your order number and tracking number, and we will endeavor to support where we can.

Refund and replacement decision tree

This decision tree is designed to make the process clear and consistent. Outcomes for eligible issues are handled case-by-case in line with applicable consumer guarantees.

  • Step 1: Is this a change-of-mind request?
    • Yes: We do not accept change-of-mind returns.
    • No: Continue to Step 2.
  • Step 2: Is the issue caused by misuse, customer handling, or something outside our control?
    • Yes: We do not accept returns in these circumstances.
    • No or unsure: Continue to Step 3.
  • Step 3: What type of issue is it?
    • A) Delivery-related issue (delay, missing parcel, delivered-but-not-received, damage in transit):
      • Please lodge a case/claim directly with Australia Post using your tracking number. Australia Post will not accept a case lodged by us on your behalf. However please also email us at orders@chocolateonpurpose.com.au with your order number and tracking number so we can support where we can.
      • Damage in transit: Please lodge a complaint/claim directly with Australia Post using your tracking number, and supply clear photos of the damage.
      • Delay / missing / delivered-but-not-received: Please lodge a complaint/claim directly with Australia Post using your tracking number.
    • B) Our-fault issue (incorrect item, missing item in the box, quality concern):
      • Please email us within 48 hours of Australia Post’s delivery advice (delivery confirmation) so we can investigate.
      • Do not lodge this type of issue with Australia Post first, as it relates to the contents/quality of your order rather than a delivery issue.
  • Step 4: Could the NSW Fair Trading Consumer Guarantee apply?
    • Yes: We will investigate and determine a solution case-by-case in line with NSW Fair Trading guidelines.
    • Unsure: Contact us and we will review your situation.
  • Step 5: What we need from you to investigate
    • Your order number
    • A description of the issue
    • Photos (where relevant, for example damage or product quality concerns)
    • Tracking number (if the issue relates to delivery)
  • Step 6: Possible outcomes (case-by-case)
    • We will determine an appropriate solution based on the investigation and any applicable consumer guarantees.

Contact

If you need help, please email orders@chocolateonpurpose.com.au and include your order number.