Return & Claims Policy

Because chocolate is a food product and its quality depends on proper handling, transportation, and storage, all sales are final and we do not accept conventional returns or exchanges once an order has been delivered.

If there is a problem with your order, however, we will work with you to make it right.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, melted beyond usable condition, or you receive an incorrect product, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• A description of the issue
• Photographs of the affected product
• Photographs of the shipping packaging and shipping label, when applicable

Once we review and approve the claim, Franceschi Chocolate may, at its discretion, replace the affected product, issue a store credit, or provide a refund for the affected product.

Please do not return any food product unless specifically requested and authorized by Franceschi Chocolate.

Quality Claims

If you believe a product has a quality or manufacturing defect that was not apparent upon delivery, please contact us within seven (7) days of delivery and provide your order information, a description of the issue, and supporting photographs when applicable.

We may request additional information, including the product lot number, storage conditions, and how the product was handled or used.

Products That Cannot Be Returned or Refunded

We cannot accept returns, exchanges, credits, or refunds for:

• Changes of mind after purchase
• Products ordered incorrectly by the customer
• Products that are no longer needed
• Personal taste or preference
• Products improperly stored or handled after delivery
• Damage resulting from exposure to heat or other conditions after confirmed delivery
• Products transported or reshipped by the customer after delivery
• Products used outside their intended application or recommended specifications

Discovery Kits and Promotional Products

Discovery Kits, samples, promotional products, and specially discounted trial products are final sale and non-refundable, except when products arrive damaged, defective, or incorrect.

Bulk and Wholesale Orders

All bulk and wholesale sales are final. No returns will be accepted without prior written authorization from Franceschi Chocolate.

Customers receiving palletized or LTL freight shipments are responsible for inspecting the shipment at the time of delivery. Any visible damage, shortage, or discrepancy should be documented on the carrier's delivery receipt or Bill of Lading (BOL) before the shipment is accepted.

Claims for visible freight damage, shortages, or incorrect products must be submitted to Franceschi Chocolate within forty-eight (48) hours of delivery, together with photographs and supporting documentation.

Quality or manufacturing claims must be submitted within seven (7) days of delivery.

Failure to inspect a freight shipment or document visible damage at delivery may affect our ability to process a claim with the carrier and may limit the remedies available.

Shipping and Temperature

Chocolate is sensitive to temperature. Franceschi Chocolate takes reasonable precautions when preparing products for shipment; however, customers are responsible for promptly receiving shipments and storing products under appropriate conditions after delivery.

Franceschi Chocolate is not responsible for deterioration, melting, or other damage resulting from improper storage, delayed pickup, missed delivery attempts, reshipping, or exposure to unsuitable conditions after confirmed delivery.

Approved Claims

For an approved claim, Franceschi Chocolate will determine the appropriate remedy based on the circumstances. Remedies may include:

• Replacement of the affected product
• Store credit
• Partial refund
• Full refund of the affected product

Shipping charges and other costs may be excluded from refunds unless the issue resulted directly from an error by Franceschi Chocolate.

Our goal is simple: while food products cannot be conventionally returned, if we make a mistake or there is a legitimate problem with your order, we will work to make it right.

For questions or claims, please contact Franceschi Chocolate at info@franceschichocolate.com or through the contact information provided on our website.