Refund policy
By ordering products from Koko Choco PLT you agree to the following Terms & Conditions.
All of our KOKO products are non-returnable due to hygiene & safety measurements, even if it’s not opened. We do not accept any returns or exchange of orders once the items have left our premises either by delivery or self-pickup. We greatly prioritise your satisfaction and will thoroughly and wholly inspect our items before sending them out for delivery to you to ensure only the best quality is being sent out.
All products such as cakes, chocolates, macaroons & pastries must keep refrigerated at 2°c – 6°c and best consume within 24 hours.
If you need to change the date or details of your order or cancel it altogether please contact us as far in advance as possible. Telephone and online orders cancelled 7 days or more before the delivery/collection date will receive a full refund on the order total; those cancelled within 3-6 days of delivery/collection will be entitled to a 50% refund; those cancelled within 48 hours of the order date will not be entitled to a refund (although refunds and credit notes may still be provided at Koko's discretion).
Payment is needed to confirm online and telephone orders and until payment is received your order cannot be guaranteed. For orders booked via an invoice pro forma payment is strongly recommended, and we reserve the right to cancel any order still awaiting payment on the delivery date. Issuance and receipt of your invoice is taken as confirmation of your order and because we may have had to turn away other clients and start preparations for your order invoices will remain payable in the event of cancellation or postponement.
Deliveries are made by hand on the date specified in your order. All deliveries are undertaken by third party couriers or delivery services. Please ensure someone is available at the delivery address on the day of your order; if there is no-one on hand to receive the cakes we will do our very best to leave them in a safe place (with a neighbour, receptionist, caretaker etc.) but we cannot keep hold of the cakes for re-delivery and they will be left at the address you have given us. If you would like us to deliver to your place of work or somewhere with a mailroom/courier point we are happy to do so but please note that Koko cannot accept any liability for the treatment of your order or mishandling once a delivery has been made and the package/s signed for. All our drivers are instructed in the correct handling of the cakes and will always pass this information on to any postroom workers but once the products are signed for we cannot accept liability for the subsequent handling of your products. Should delivery be attempted to the specified shipping address and no one happens to be present at the time of delivery nor respond to the calls or messages, an additional fee of RM30.00 will be charged for re-delivery.
All our products are made to order and we do not accept returns. Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Should this be the case, or if you are in any way unsatisfied with the condition or quality of your products upon arrival you must contact us within 24 hours of receipt. Koko will not accept liability for any complaints made after this time.
We reserve the right to use photographs of orders we prepare on our website, blog and social channels. If you would like to specifically request that we do not use pictures of your order, or that we provide you with a picture of your order we will usually be happy to do so but you must let us know after you've made an order.
Upon receiving your orders, please inspect and ensure all your items are correct. Any wrong orders and/or defects in products have to be notified to our team (in unconsumed condition) within 2 hours for a full/partial refund back to the original payment method or a replacement item, whichever KOKO by discretion, sees fit. Refunds, credit notes or a replacement order to the same value will be given only in the event that you receive the incorrect product or if the products are shown to be of unsatisfactory quality. Any claims of wrong orders and/or defects in products received by us after 2 hours, or in an already consumed state, will not be entertained by us.