Return & Refund Policy
We practice a fair refund policy and aim towards satisfying and delighting our customers, while offering them a facility of ordering products online through our website. However, we shall adhere to standards that define in processing ‘refunds’ based on the below discussed cases, for your reference and understanding.
Case One:
The Product is delivered at the address given by you after you confirm your presence, but you seem to be unavailable at the location to accept the delivery.
In such an instance we would expect you to call us and schedule one more delivery attempt, which would be the final. If the final delivery attempt becomes unsuccessful for the same reasons, the products you ordered shall be returned to the store and no further attempts shall me made for delivery. Alternatively, you could notify us and pick up your delivery at our store within 24 hours from the time the delivery attempt was made by us. All such communication shall be accepted and processed, if made by email/phone. No other means of communication shall be deemed acceptable in such cases. Also after each attempt a communication is made to you from us either by SMS or e-mail.
In this scenario, if the products are nearing their shelf-life, then we are forced to destroy it, rather than attempting a delivery/approving a pickup. Under such circumstances, you shall not have the option of requesting a fresh delivery of the products you ordered. You shall be entitled to a refund on fair grounds, whatsoever.
In case of shelf-life availability of the products ordered by you, a request for the delivery attempt. In this scenario, it will be attempted only after your written consent by email.
All our products (sweets-5 days; savouries-7 days; cakes & desserts-3 days under ideal temperature conditions or refrigeration) have a maximum shelf-life period of 5-7 days. However, it is hereby expressly clarified that in a given scenario or a particular case, the shelf-life of a particular product shall be the determined solely by Zuka Chocolates and shall be bound by ‘You’.
Case Two:
In case of delay in delivering your order, due to fake/incomplete address records provided.
‘You’ shall be held liable if the address given by you is incomplete or fake and shall be required to pay liquidated damages to Zuka Chocolates, not more than 10% of your order value.
Kindly take note that the delivery attempts made by Zuka Chocolates staff will be post to confirmation of your availability and upon mutually agreed schedules and hence are not to be misinterpreted as committed or promised performances.
Case Three:
In case of breakage of products which are extremely fragile in nature such as celebration cakes, pastries, etc.
We ensure extra care from our end that the packaging is special, but still there is a high likelihood that there may be damage caused to some of the items or part of the product. We hereby absolutely disclaim any liability for any such damage caused which is not more than 10% of the entire content/s of the product. In case of damage above 10%, you shall send a photograph of the damaged product/s within 1 hour of having received the delivery of the product to info@zuka.cafe and also notify us by phone. Such situations are extremely subjective, Zuka Chocolates may, in its sole discretion, may provide replacement of the items in weight/quantity, within 24 hours. In any case, ‘You’ by agreeing to these terms and conditions, waive off your remedy in law, if any, to claim the same as of right.
Case Four:
If the goods are completely destroyed or are infested by insects or ants or fungi.
Our products are manufacturing on a daily basis and we guarantee their fresh and maximum shelf-life as declared for their categories, respectively. We take utmost care to ensure products are fresh and have a healthy shelf-life even at the time of dispatch. However in case a product has gone bad at the time of delivery, it shall be your responsibility to send us the photographs within 1 hour of your having accepted the delivery. In such cases, Zuka Chocolates may provide a replacement of the same product delivered to ‘You’. You shall duly receive an email communication from Zuka Chocolates intimating you of such a decision.
Case Five:
The Products which are listed on website may cause food allergy to you which include, but are not limited to nuts, white flour, vegetable oil, milk and dairy products etc.
If you suffer from any food allergies, please enquire with support@zukachocolates.com, about the product/s that you wish to purchase/order online. If you place the order without doing so and you or beneficiary or recipient of the product face any discomfort or deterioration in health, Zuka Chocolates expressly disclaims any liability for the same. We have provided a customer support mechanism as a part of our service delivery to prevent any such unfortunate instances. Moreover, if ‘You’ or any person who is intended to consume the product so ordered suffers from any food allergy of any kind then ‘You’ for yourself and for such person hereby agree to waive of any claims that you or he/she/they may have against Zuka Chocolates and agree to indemnify and keep indemnified, well and sufficiently saved and harmless against any loss that Zuka Chocolates may suffer as a result of you having consumed such items/product.
Force Majeure
“Force Majeure” means and includes any circumstance beyond the reasonable control of the party hereto, including without limitation, the following: any act of nature or the public enemy, accident, explosion, fire, storm, earthquake, flood, drought, perils of the sea, the elements, insect/snake bite, casualty, strikes, lock-outs, labour troubles, riots, sabotage, embargo, war (whether or not declared), governmental laws, regulations, orders, or decrees, unavailability of raw material, or seizure.
In case the performance of any terms or provisions hereof shall be delayed or prevented because of an event of Force Majeure, We may, suspend performance during the period such cause continues, and no liability shall attach against either party on account thereof. We shall diligently attempt to remove such cause or causes with reasonable dispatch. As soon as any event of Force Majeure is remedied, the parties’ respective rights, obligations and performance as set forth in this Agreement shall be immediately reinstated.
DISPUTE RESOLUTION:
All orders placed on Zuka Chocolates website shall be governed by and shall be construed in accordance with the orders placed, to the exclusive jurisdiction of the Court in Pondicherry. The parties submit all their disputes arising out of or in connection with the orders executed on Zuka Chocolates website, to the exclusive jurisdiction of the Court in Pondicherry.
Governing Law and Jurisdiction
These conditions are governed by and construed in accordance with the laws of India, and the application of the United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. You agree, as we do, to submit to the exclusive jurisdiction of the courts at Pondicherry, India.
Cancellation & Refund Policy
Zuka Chocolates has established a fair and reasonable Refund and Cancellation policy:
For Refund/Replacement and Cancellation requests, please contact Zuka Chocolates Customer Support at 0413 222 1191 (10:00 a.m. to 1:00 p.m.; 5.00 p.m. to 9.00 p.m. IST) or write an email to support@zukachocolates.com.
Cancellations will be considered only if the request is made within 24 hours of placing an order. Zuka Chocolates will take a decision on the cancellation request based on the current order status among other factors. For example, if products of that order has already been sent for delivery/shipping, it will not be possible to cancel the order.
Refund/Replacement requests will be considered only if the request is made to Zuka Chocolates Customer Support, within 12 hours of receiving delivery of the item. The reasons for example could be an incorrect item was shipped, or the product has gone bad. It is the responsibility of the customer to provide adequate information (including photographs) to help Zuka Chocolates take a decision. There will be no refund if the taste of the product is not to the customer’s liking or if the customer thinks it is not good enough as long as the product is within expiry date.
In case of receipt of damaged product, please report the same to our Customer Support, within 12 hours of receipt of the order. The Customer should provide adequate information (including photographs) so Zuka Chocolates can reach a decision. Zuka Chocolates will provide refund/replacement to the customer in case of a positive decision.
For product replacements, the customer will be delivered a new packet of the same product, matching the quantity/weight of the products. In case the same product is not available, an equivalent product will be shipped after discussion with the customer.
Zuka Chocolates will usually process refunds within 1-2 business days after a refund request is approved. The request is then passed on to our Payment Gateway partner, who will process the refund within 7-10 business days.