Return & Refund Policy

Last Updated: July 29, 2026

At Nero Chocolates, we take great care in preparing and packaging every order to ensure it reaches you in perfect condition. As our products are perishable food items and many are made to order or customised, our return and refund policy differs from that of non-food products.

Returns

Due to the perishable nature of our chocolates, we do not accept returns once an order has been delivered.

However, if your order arrives damaged, defective, incorrect, or incomplete, please contact us within 24 hours of delivery so that we can resolve the issue.

To report a problem, please email us at sales@nerochocolates.com with:

• Your order number
• A description of the issue
• Clear photographs of the product, its packaging, and the shipping box (if applicable)

We will review your claim and, where appropriate, offer a replacement, store credit, or refund.

Custom & Personalised Orders

Many of our chocolates are handcrafted and customised according to your selections. As a result, customised or personalised orders cannot be cancelled, returned, exchanged, or refunded once production has begun, except where the product is damaged, defective, or incorrect upon delivery.

Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

If you receive:

• A damaged product
• An incorrect item
• A missing item
• A defective product

please notify us within 24 hours of receiving your order. Claims submitted after this period may not be eligible for a replacement or refund.

Exchanges

Due to the nature of our products, we do not offer exchanges.

If your order qualifies under this policy, we will arrange a replacement or issue a refund at our discretion.

Refunds

If your claim is approved, your refund will be processed to your original payment method within 7–10 business days.

Please note that your bank or payment provider may require additional time to process the refund.

Shipping charges are non-refundable unless the error was caused by Nero Chocolates.

Order Cancellations

Orders may be cancelled only if production has not yet begun.

Once an order has entered production or has been dispatched, it cannot be cancelled.

Delivery

Customers are responsible for providing accurate delivery information.

Nero Chocolates is not responsible for delays or failed deliveries resulting from incorrect addresses, unavailable recipients, or circumstances beyond our reasonable control, including courier delays, severe weather, or other unforeseen events.

Chocolate Care

Chocolate is sensitive to heat and humidity.

We carefully package every order to help protect it during transit. Once your order has been delivered, Nero Chocolates is not responsible for changes in appearance or quality resulting from improper storage or exposure to heat.

For best results, store chocolates in a cool, dry place away from direct sunlight.

Allergens

Our products may contain or come into contact with milk, peanuts, tree nuts, soy, wheat, gluten, sesame, and other allergens.

Customers with food allergies or dietary restrictions should carefully review product descriptions before placing an order. If you have any questions regarding ingredients or allergens, please contact us before purchasing.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Email: sales@nerochocolates.com

Address: Plaza No. 78, Iqbal Boulevard, Sector D, DHA Phase 2, Islamabad, Pakistan