Refund policy
Last updated: October 21, 2026
Our chocolates are food and are freshly made after you order, so we can't accept returns or give refunds because you changed your mind. We do want every order to arrive right, and we'll look into any genuine problem quickly and fairly.
Cancelling an order
- You can cancel an order only on the same day you place it. Message us on WhatsApp at +92 334 8983327 or email caverochocolates@gmail.com with your order number.
- After that day, the order can't be cancelled, because preparation begins.
- If you paid by bank transfer and cancel on the same day, we refund the full amount by bank transfer, usually within 3-5 working days.
Damaged, wrong or missing items
If your order arrives damaged (for example broken, crushed or melted), wrong (a different product, size or flavour from what you ordered), or incomplete (items missing), please: 1. Contact us within 24 hours of delivery on WhatsApp (+92 334 8983327) or by email (caverochocolates@gmail.com). The sooner you tell us, the better we can help. 2. Send your order number with clear photos and a video of the products, the packaging and the courier label. An unboxing video is the best proof. 3. Keep the products and all packaging. 4. Send or return the item(s) to us when we ask, so we can inspect and taste-test them. We'll explain how to return them.
How we decide: we review the photos, video and returned items. If the claim is valid, we'll offer a replacement or a refund, at CÁVERO's discretion. Refunds are paid by bank transfer, usually within 5-7 working days of approval. The delivery fee is refunded only if the whole order was wrong.
We may decline a claim if: - it's reported more than 24 hours after delivery; - photos and video aren't provided; - the item(s) aren't returned to us for inspection; or - after inspection and tasting, we find no damage, defect, or change in quality or taste.
What isn't covered
- Chocolates that arrived in good condition but that you no longer want, or whose taste you didn't enjoy.
- Damage after delivery, for example from leaving the chocolates in a hot place instead of refrigerating them.
- Orders refused at the door, or not delivered because of an incorrect address or because nobody was available to receive them.
- Small variations in colour, shape or finish. These are natural in handmade chocolates.
- Allergen reactions to ingredients disclosed on our product pages (our chocolates may contain milk, soy, nuts and gluten).
Your rights
This policy doesn't limit any rights you have under Pakistani consumer protection law (for example the consumer protection laws that apply in the Islamabad Capital Territory and Punjab).
Contact
WhatsApp/call +92 334 8983327 · caverochocolates@gmail.com · 10 Street Number 7, Islamabad 45720, Pakistan