Return & Refund Policy

CRAQO — Premium Crafted Chocolate

Last Updated: October 19, 2026

1. Our Commitment

At CRAQO, every chocolate bar is crafted to deliver an exceptional indulgence experience. We take great care in preparing, packaging, and delivering our products to ensure they reach you in excellent condition.

Your satisfaction matters to us. If something isn't right with your order, we're here to help.

Please read our Return & Refund Policy before making a purchase.

2. Returns and Exchanges

Due to the perishable, temperature-sensitive, and consumable nature of chocolate, CRAQO generally does not accept returns or exchanges once products have been delivered.

For food safety and hygiene reasons, we cannot accept returns based on personal taste preferences, change of mind, or products that have been opened or consumed, except where a remedy is required under applicable law.

However, if you receive a damaged, defective, incorrect, or otherwise non-conforming product, we will review your concern and provide an appropriate resolution.

3. Damaged, Defective or Incorrect Products

We carefully inspect and package our chocolates before dispatch. If your order arrives damaged, defective, or incorrect, please contact us within 7 calendar days of delivery.

Examples include:

• A chocolate bar received in damaged or compromised packaging.

• An incorrect product or variant delivered.

• Missing items from your order.

• A product received past its declared expiry or best-before date.

• A product with a genuine manufacturing or quality defect.

To help us resolve your concern efficiently, please provide:

• Your order number.

• Your registered name and contact details.

• A brief description of the issue.

• Clear photographs of the product, packaging, and shipping label, where available.

Please retain the affected product and original packaging until our customer support team has reviewed your request.

We may request additional information when reasonably necessary to investigate the issue.

Important: The 7-day reporting period is our standard customer support window and does not limit any rights or remedies available under applicable consumer protection laws.

4. Chocolate Melting and Temperature Sensitivity

Chocolate is naturally sensitive to heat, humidity, and changes in temperature.

Although CRAQO takes reasonable precautions during packaging and dispatch, exposure to elevated temperatures during transportation may affect the appearance, shape, or texture of chocolate.

If your chocolate arrives severely melted, damaged, or otherwise unsuitable for consumption, please contact us with photographs so that we can assess the condition and offer an appropriate resolution.

A harmless change in appearance, such as cocoa butter bloom caused by temperature fluctuations, does not necessarily indicate that the chocolate is unsafe. However, customers may still contact us regarding quality concerns.

We recommend storing CRAQO chocolates in a cool, dry place, away from direct sunlight and heat, according to the instructions on the product packaging.

5. Non-Returnable Items

Except where a product is defective, incorrectly supplied, or where applicable law requires a remedy, we generally cannot accept returns or exchanges for:

• Products purchased by mistake.

• Change-of-mind purchases.

• Personal dislike of flavour or taste.

• Opened or partially consumed chocolates.

• Products damaged due to improper storage or handling after delivery.

• Products purchased from unauthorised third-party sellers.

Products purchased through other marketplaces may also be subject to the relevant marketplace's return and refund procedures, without affecting applicable statutory rights.

6. Refund Eligibility

A refund or replacement may be offered when our review confirms an eligible issue, including:

• A damaged or defective product.

• An incorrect product delivered.

• A missing item.

• A product that does not meet applicable quality or safety requirements.

• An order cancelled before dispatch, where cancellation is possible.

Depending on the circumstances and applicable law, CRAQO may offer a replacement, refund, or another appropriate resolution.

We will not unreasonably deny remedies required under applicable consumer protection laws.

7. Refund Processing

Once your refund request has been reviewed and approved, we will initiate the refund through the applicable payment provider.

For prepaid orders, refunds will generally be processed to the original payment method.

For Cash on Delivery (COD) orders, where offered, our support team may request suitable bank or payment details to process an approved refund securely.

Our target is to initiate approved refunds within 5–7 business days. The time required for the amount to appear in your account may vary depending on your bank, payment gateway, or payment provider.

We will communicate the refund status to you using the contact details associated with your order.

8. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing it.

Orders may be cancelled before they have been packed or dispatched, subject to their processing status.

Once an order has been dispatched, cancellation may no longer be possible.

If an eligible prepaid order is cancelled before dispatch, we will initiate a refund to the original payment method.

If CRAQO cancels an order because of product unavailability, fulfilment issues, or other operational reasons, we will notify you and refund any payment collected for the cancelled items.

9. Missing or Delayed Deliveries

If your order has not arrived within the communicated delivery timeframe, please contact our support team.

We will coordinate with the relevant delivery partner to investigate the shipment.

If an order is confirmed lost in transit or cannot be delivered due to circumstances attributable to CRAQO or its delivery partners, we will offer an appropriate refund or replacement.

Delivery delays caused by unforeseen circumstances will be handled reasonably and in accordance with applicable consumer protection requirements.

10. Shipping Charges

For approved claims involving damaged, defective, incorrect, or missing products, CRAQO will not require customers to bear additional shipping charges for the remedy.

For other cancellation or refund situations, the treatment of shipping charges will depend on the circumstances of the order and applicable law.

Any applicable shipping charges will be disclosed during checkout.

11. How to Request a Refund or Report an Issue

If you experience any issue with your CRAQO order, please contact us using the details below.

Email: support.craqo@gmail.com

Phone: +91 6360007266

Subject: Return / Refund Request – Order #[Your Order Number]

Please include your order details and a description of the issue. Photographs are helpful when reporting damaged or defective products.

Our customer support team will review your request and guide you through the next steps.

Please do not send products back without receiving instructions from CRAQO, unless otherwise required by applicable law.

12. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or override rights and remedies available to customers under applicable Indian consumer protection laws.

Customers may be entitled to remedies for defective products, deficiencies in service, incorrect goods, or other circumstances recognised by law.

Where applicable law provides greater protection than this policy, the legal requirements will prevail.

13. Changes to This Policy

CRAQO may update this Return & Refund Policy periodically to reflect changes in our operations, delivery processes, customer service practices, or applicable legal requirements.

The latest version will be available on our website, together with its updated revision date.

Changes will not retrospectively reduce rights that customers have already acquired under applicable law.

14. Contact Information

For questions regarding returns, refunds, cancellations, or product quality, please contact:

CRAQO — Premium Crafted Chocolate

Email: support.craqo@gmail.com

Phone: +91 6360007266

Business Address:

Bommasandra Jigani Link Road, Ground Floor,Jigani, Karnataka – 560105,India