Quality complaints
If your purchase is defective, damaged or not as described — we fix it quickly and without quibbling. A complaint is different from a return and concerns a product defect (transport damage, melting, non-conformity with the description, etc.).
How to file a complaint
- Write to shop@bestchocolate.eu with your order number, a description of the problem and photos.
- Within 24 hours you will receive a confirmation with our decision: a new parcel / a refund / a partial refund.
- We act on complaints immediately — replacement shipping at our cost.
Most common cases
- Chocolate melted during summer shipping — we replace it with our apologies
- Packaging damaged in transport — a new parcel
- An item missing from a gift set — we ship the missing piece
- Taste not matching the description — refund or exchange
Legal guarantee of conformity
Customers benefit from the statutory liability for physical and legal defects for 2 years from delivery (Polish Civil Code, Art. 556 et seq.; for consumers, the EU rules on the conformity of goods apply accordingly).
We process complaints within a maximum of 14 days of their submission. This is a courtesy translation — in case of any discrepancy, the Polish version prevails.
