Refund policy

Our website and our online store area have been carefully designed to provide you with as much information as possible on all our products. To help you make the right selection please use this information and select carefully.

  1. Unless otherwise agreed by us in its absolute discretion, all Products are sold on a no return for credit basis, unless • Subject to this clause, the Products are received in a damaged state (subject to Clause 2); or • incorrect Products are supplied to You; or • the Products are faulty.
  2. Should the delivery have been delayed by you not being present to receive the first delivery OR you have authorised delivery without signature OR you have given incorrect/incomplete delivery/address details, then we are unable to provide any refund or return as any faults or damage could be due to delayed delivery, as the nature of this product is fragile.
  3. Subject to clauses 1 & 2, if the Product delivered is not what you ordered (including any replacement Products), or does not correspond with its description or the Product delivered is not of a satisfactory quality, we will, at our option, deliver to you a replacement Product or refund to you the price paid or negotiate with you to keep the product if that is satisfactory to you, instead of refund or replacement. 
  4. Claims for credit must be made within 48 hours of receipt or collection of the Products by You by emailing wholesale@poppyschocolate.com.au. A copy of the slip which accompanied the Products that were supplied must be presented, failing which any such claims are deemed to be waived. Photographic evidence must be provided.
  5. In the event we agree to the return of the Products for credit or refund, you will be notified of the appropriate procedure to be complied with to return the Products. On receipt by us, the products must be received in good resaleable condition by us and must be returned to us at the Buyers expense.
  6. If you are entitled to a refund from us, we will pay as soon as possible, but in any event within 30 days and by the same method with which you paid. While in your possession, you must keep any Products you intend to return to us in good condition. 
  7. Choose carefully. We do not refund for change of mind, order delays due to stock availability or hot/extreme weather or because a requested delivery date was not met. Requests for cancellation of orders or changes to orders will be considered on a case by case situation. If your order has already been packed and/or booked in with a courier, we will not refund it if you want to cancel. We will not refund because a delivery did not arrive on a date requested.
  8. Should an order cancellation be agreed to and your order is for regular non seasonal and non custom products, an administration fee of 15% of the order value applies plus a percentage of your order value. None of our payment providers refund their fees if we provide any refund so a 3% payment processing fee will be deducted from the refund amount for Paypal/Credit card/bank payment refunds. This is only the actual cost of your transaction to us. If your order is for custom made items or seasonal products, we will not refund the order.

If you need more information, you can contact us via email wholesale@poppyschocolate.com.au.

Poppy’s Chocolate accepts no responsibility for loss or damage occurring in transit on return to us.