Return & Refund Policy
1. Our Commitment
At DarkCHARM, every product is made with care and delivered fresh from our facility.
We take pride in maintaining the highest quality standards from bean to bar.
If you encounter an issue with your order, rest assured — we’ll do our best to make it right.
2. Eligibility for Return or Replacement
We only accept returns or replacements under the following conditions:
- You received a damaged or defective item upon delivery.
- You received the wrong product or incorrect quantity.
- Your order was incomplete or missing items.
Because chocolate is a temperature-sensitive, perishable product, we unfortunately cannot accept returns due to:
- Personal taste preferences.
- Accidental orders.
- Products damaged after delivery (e.g., heat exposure, improper storage, or handling after receipt).
3. How to Request a Return or Refund
If your order qualifies under the conditions above:
- Notify us within 48 hours of receiving your parcel.
- Provide your Order Number, Contact Details, and Photo & Video Evidence of the issue (e.g. damaged or incorrect item).
- Email us at hello@darkcharm.com.my or send us a message via WhatsApp (floating icon on our website).
Our team will review your request and respond within 2 business days.
4. Refund Method
Once approved, your refund will be processed within 5–7 working days via your original payment method.If your order is eligible for replacement instead, a new item will be shipped at no additional cost.
5. Cancellation Policy
Orders can be cancelled within 6 hours of purchase — provided they have not yet been packed or shipped.
After dispatch, cancellations are no longer possible due to product freshness and courier handling.
6. Responsibility Disclaimer
DarkCHARM is not liable for:
- Delivery delays caused by third-party courier services.
- Melted chocolate resulting from exposure to heat after successful delivery.
- Incorrect addresses entered during checkout.
We always strive to ensure every DarkCHARM product reaches you in its best condition.
7. Need Help?
If you’re unsure about your order status or refund request, please reach out to:
Email: hello@darkcharm.com.my
WhatsApp via our website’s support icon.
