Updated: January 2026
Refund policy
Chocolate is perishable and made-to-order. Refunds are straightforward, but there are a few rules. This page explains exactly when you can get a refund and how to request one.
When you can get a refund
| Situation | Refund | Notes |
|---|---|---|
| Cancel within 24 hours of placing the order | Full refund | No questions. Email hello@alinenasseh.com. |
| We can't ship due to heat (forecast > 26°C at destination) | Full refund OR hold until safe | We'll contact you. You choose. |
| Order arrives damaged or melted | Full replacement or refund | Photo within 48 hours. We don't require a return. |
| Order is incorrect (wrong flavour, wrong size) | Full replacement or refund | Photo within 48 hours. |
| Item out of stock after order placed | Full refund or substitution | We'll contact you before substituting anything. |
| Cancel a corporate or wedding order more than 14 days before ship date | Full refund of balance (50% deposit non-refundable) | Email hello@alinenasseh.com. |
When you can't get a refund
- You changed your mind after 24 hours and after we've started production. Once your bonbons are hand-painted to your spec, they're yours.
- The order was delivered correctly but you don't like the flavour. Chocolate is subjective. We recommend starting with a small order (4-piece) if you're new to our kitchen.
- The order was delivered to the wrong address because you entered it wrong. We ship to the address you give us. Double-check at checkout.
- The order was damaged because it sat in your mailbox in the heat. We can't control what happens after delivery. Bring it inside quickly.
How to request a refund
- Email hello@alinenasseh.com with your order number (starts with AN-)
- If the order is damaged, attach 1-2 photos
- Tell us what you'd prefer: replacement or refund
- We respond within 1 business day
Refund timing
Refunds are issued to the original payment method within 5 business days of approval. Your bank or card issuer may take an additional 2-5 days to post the credit. If you don't see the refund after 10 business days, email us and we'll investigate.
Exchanges
We don't do traditional exchanges. If you want a different product, place a new order and we'll refund the original.
Chargebacks
If you have a problem with your order, please email us before contacting your card issuer. We're a small business and chargeback fees are real money out of our pocket. We will always work with you to make it right.
Contact
Refund questions? Email hello@alinenasseh.com or call (416) 555-0142, Mon-Fri 10am-6pm ET.