Refund policy

Return & Refund Policy

Last updated: 29 July2026

At Alpine Chocolates, we take great care to prepare, pack and deliver our products in excellent condition. As chocolates and food products are perishable and sensitive to temperature, returns and refunds are subject to the conditions below.

This policy does not limit any mandatory consumer rights available under applicable UAE laws.

Food and Chocolate Products

For hygiene and food-safety reasons, we cannot accept returns or exchanges for chocolates, desserts, beverages or other consumable products due to:

  • Change of mind

  • Personal taste preferences

  • An incorrect product selected by the customer

  • Products that have been opened, tasted or partially consumed

  • Products stored incorrectly after delivery

Damaged, Melted or Incorrect Products

Please inspect your order immediately after receiving it.

Contact us as soon as possible, preferably within 48 hours of delivery, if:

  • The product arrived damaged or unusable

  • The chocolate was melted at the time of delivery

  • You received the wrong product

  • An item was missing from your order

  • The product was defective or not in acceptable condition

Please provide:

  • Your name and order number

  • A clear description of the issue

  • Photographs or videos of the product

  • Photographs of the outer and inner packaging

After reviewing the complaint, Alpine Chocolates may offer a replacement, store credit, partial refund or full refund, depending on the circumstances.

Please do not discard the product or packaging until our team has completed its review.

Temperature-Sensitive Deliveries

Chocolate can be affected by heat, direct sunlight and improper storage. Customers should receive the order promptly and store it according to the instructions provided.

Refunds or replacements may not be available where damage occurs because:

  • The customer was unavailable at the agreed delivery time

  • An incorrect or incomplete delivery address was provided

  • Delivery was delayed at the customer’s request

  • The package was left unattended after successful delivery

  • The products were stored incorrectly after receipt

Where a product arrives melted or damaged despite proper delivery and handling, please contact us with photographs so we can investigate.

Personalised and Custom Orders

Personalised chocolates, custom gift boxes, corporate orders and products made according to the customer’s specifications cannot be returned or cancelled after production has started.

A refund or replacement may still be provided if the order:

  • Arrives damaged

  • Has a manufacturing defect

  • Does not match the approved order details

  • Contains an error made by Alpine Chocolates

Customer-approved spelling, names, logos, colours or designs are not eligible for a refund when produced according to the approved specifications.

Order Cancellations

Orders may be cancelled before preparation or dispatch begins.

Once an order has entered production, been personalised, packed or dispatched, cancellation may no longer be possible.

To request cancellation, contact us immediately with your order number. Submitting a cancellation request does not guarantee that the order can be stopped.

If Alpine Chocolates cancels an order because an item is unavailable or cannot be fulfilled, the customer will receive a refund for the affected item or order.

Delivery Delays and Failed Deliveries

Delivery times are estimates and may be affected by traffic, weather, public holidays, access restrictions or circumstances outside our reasonable control.

If delivery fails because the customer:

  • Provided an incorrect address

  • Did not answer the phone

  • Was unavailable to receive the order

  • Refused delivery without a valid product-related reason

Additional delivery charges may apply for redelivery. Original delivery charges may not be refundable.

Refund Processing

Approved refunds will be issued to the original payment method wherever possible.

Refunds are normally processed by Alpine Chocolates within 5 to 10 business days after approval. Your bank, card provider or payment service may require additional time before the amount appears in your account.

Delivery charges will normally be refunded only when the issue was caused by Alpine Chocolates or its appointed delivery service.

For an issue affecting only part of an order, the refund may be limited to the affected product.

Workshop and Experience Bookings

Chocolate workshop, birthday, group and experience bookings may have separate cancellation and rescheduling conditions displayed during booking or communicated in the quotation.

Unless otherwise stated:

  • Rescheduling is subject to availability

  • Late cancellations or non-attendance may not be refundable

  • Personalised materials or products already prepared may be deducted from any approved refund

  • Alpine Chocolates may reschedule or refund a booking if the session is cancelled by us

Gift Cards and Promotional Items

Gift cards, vouchers, complimentary products, giveaway prizes and promotional items are generally non-refundable and cannot be exchanged for cash, except where required by applicable law.

Products purchased using a discount may only be refunded up to the amount actually paid.

Contact Us

For cancellations, damaged products or refund requests, contact Alpine Chocolates and provide your order number and supporting photographs.

Alpine Chocolates
Second Floor, Dalma Mall
Abu Dhabi, United Arab Emirates

Email: sales@alpinechocolates.ae
Phone/WhatsApp: +971559515861
Website: www.alpinechocolates.ae