Refund policy

The House of Kakkavo – Cancellation, Return & Refund Policy

At The House of Kakkavo (operated by "The house of Kakkavo"), we take immense pride in our homemade, artisanal chocolates. Every creation is crafted with care and packaged meticulously to ensure it reaches you in perfect condition. Because our products are fresh, perishable, and made without heavy artificial preservatives, we adhere to the following policies regarding cancellations, returns, and refunds to comply with Indian e-commerce standards.

1. Quality Guarantee & Replacements We guarantee that your order will arrive in excellent condition at the shipping address provided. However, if you are not entirely satisfied with the quality of your chocolate upon arrival, please notify us immediately.

  • Reporting Window: You must contact our Customer Support team within 24 hours of delivery.

  • Proof Required: Please provide a detailed description along with clear photographs/videos of the product and packaging showcasing the issue (e.g., severe transit melting or completely crushed packaging).

  • Resolution: Due to the highly perishable nature of artisanal food items, standard returns (shipping the item back to us) are not accepted. Once your photographic proof is verified and approved by our team, we will gladly arrange for a free replacement of the item or issue an exchange of equal value.

  • Timeline: Approved replacements will be dispatched within 3 to 5 business days.

Note: The House of Kakkavo reserves the right to deny claims submitted without photographic evidence or those made after the strict 24-hour delivery window.

2. Shipping & Delivery Conditions Our delivery guarantee applies only to orders with accurate, complete, and correctly formatted addresses. Because chocolate is highly sensitive to temperature and transit times, we cannot be held legally or financially responsible for the condition of the product under the following circumstances:

  • Incorrect Information: An incorrect, incomplete, or outdated shipping address is provided (missing apartment numbers, incorrect PIN codes, or missing landmarks).

  • Unavailability: The recipient is not available, out of town, or refuses the delivery on the first attempt made by our courier partner.

  • Carrier Rerouting: The courier partner has to reroute or delay the package because you requested a delivery modification directly with the courier after dispatch.

  • Delayed Updates: You fail to provide a corrected or alternative delivery address within 24 hours of a failed first delivery attempt.

If a shipment is returned to our facility due to an incorrect address or non-availability, any subsequent attempt to reship fresh stock will attract additional shipping and product manufacturing charges.

3. Cancellations & Monetary Refunds As a small-batch, homemade factory setup, production begins shortly after an order is confirmed.

  • Cancellations Before Dispatch: You may request a cancellation or modification within 2 hours of placing your order. Once processed, the full amount will be refunded back to your original payment method via our payment gateway within 5 to 7 business days, depending on your bank's policy.

  • Post-Dispatch: Once an order leaves our facility, it cannot be cancelled, recalled, or refunded.

  • Non-Delivery / Lost Shipments: In the rare event that your order is completely lost in transit by our logistics partners (Shiprocket/courier), or if we are unable to fulfill your order due to unforeseen circumstances, a full monetary refund will be processed back to your original payment method via Razorpay within 5 to 7 business days.

  • Damaged Items: Legitimate transit damage claims reported within 24 hours with proper evidence are strictly resolved via a Free Replacement or Store Credit Coupon issued within 3 to 5 business days.

4. How to Reach Us For any grievances, cancellation requests, or delivery issues, please reach out to us with your Order ID:

  • Legal Trade Name: The house of Kakkavo

  • FSSAI License No: 22126676000422

  • Email: thehouseofkakkavo@gmail.com

  • WhatsApp/Phone: +91 7888791505

  • Registered Factory Address: House No. 2491, 1st Floor, Block C, Aerocity, Mohali, SAS Nagar, Punjab, 140603, India.