Refund policy

Our Returns Policy

Your satisfaction matters to us. As Choco Zen sells food products, returns or exchanges for change of mind may not be available once a food product has been opened, consumed, used or otherwise made unsuitable for resale, subject always to your rights under applicable UAE consumer protection laws.

Damaged or Incorrect Products

If your order arrives damaged, contains an incorrect product, has a missing item or is otherwise not in an acceptable condition, please contact us as soon as reasonably possible after receiving your order.

Please provide your order number, a brief description of the issue and clear photographs of the affected product and its packaging. This information helps us review and resolve your request efficiently.

Eligibility for a Replacement or Refund

Once your request has been reviewed, we may offer a replacement, refund or another appropriate remedy where applicable. The appropriate resolution will depend on the circumstances of the order and your applicable consumer rights.

Items We Generally Cannot Accept for Return

For food safety and hygiene reasons, products that have been opened, consumed, used, improperly stored or damaged after successful delivery generally cannot be returned unless the product was defective, incorrectly supplied or another legal consumer remedy applies.

Refund Processing

Approved refunds will normally be returned through the original payment method used to place the order.

Once a refund has been issued by Choco Zen, the time required for the funds to appear in your account may vary depending on your card issuer, bank or payment provider.

Delivery Charges

Original delivery, customs and third-party charges may be non-refundable unless the issue resulted from an error by Choco Zen or applicable law requires otherwise.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible. We will make reasonable efforts to process your cancellation before the order enters preparation or dispatch.

Because our products are food items, cancellation may no longer be possible once an order has been prepared, packed or dispatched.

Contact Us

For a return, refund, replacement or order-related issue, contact Choco Zen at Info@chocozen.me or +971 50 505 5853. Please include your order number to help us assist you quickly.