Applicability of General Sales Conditions

These General Sales Terms and Conditions apply to any and all purchases and sales that are in any way described, mentioned, promoted, or listed in the catalogue for Chocolado Factory (“We” or “Us”) for the UAE and GCC region. Any terms and conditions not expressly included herein are excluded. By placing an order, the customer accepts these general sales terms and conditions. Chocolado Factory reserves the right to modify the General Sales Terms and Conditions at any time. All new transactions with Chocolado Factory entered into after the effective date of any such modification shall be governed by the modified terms and conditions.

No additional conditions introduced by any purchaser shall be deemed applicable unless expressly agreed to in writing by an authorized officer of Chocolado Factory. The failure to exercise one or more of its rights hereunder shall not be deemed a waiver of those or any other rights.

Requests and Confirmation

Orders may be placed: By call or WhatsApp +971 50 110 3970 Monday - Saturday, 9:00AM to 5:00PM.

Once an order has been placed, cancellations or changes will not be accepted. However, in exceptional situations, Chocolado Factory will try to honor requests for changes. A fee will be charged in the event Chocolado Factory is able to effect a requested change. In no event can a change be made once a shipment has been accepted by the shipping service.

Each order is subject to approval by Chocolado Factory. We reserve all rights to reject any order due to insufficient stock, incomplete customer information, or for any other lawful reason. We undertake to inform the purchaser within 2 business days following receipt of an order if there will be a problem filling it.

Prices

Unless otherwise noted, all Chocolado Factory pricing and other charges are stated in AED, excluding 5% VAT. Prices are subject to change.

Shipping charges, which are payable by the purchaser, are extra and vary by destination. Details are available upon request.

Payment at Time of Order

All purchases are subject to immediate payment by cash (dependent on the total order value), debit or credit card, or wire transfer via banks or Stripe.

Availability of Products

The catalogue lists all of the products that are generally available from Chocolado Factory. From time to time products may be out of stock or otherwise unavailable. Please call us, since we may also add new products. Certain special gift items are unique and handcrafted and, therefore, available only in small quantities. To confirm, please call us before ordering. For gift hamper baskets, we reserve the right, in the event of unavailability of an item, to substitute it with an item of equal or greater value. The presentation of gift items may be modified to ensure proper delivery and handling.

Product Shipping

The accuracy of the shipping information provided by the purchaser is crucial in making sure that orders can be delivered properly. This helps allow Chocolado Factory customers to enjoy products for the full extent of their shelf life. We cannot be held responsible for incomplete or erroneous delivery instructions.

After acceptance of an order, we will prepare and forward it to the shipping service. Although we can assure delivery to most specified locations, it is up to the purchaser to verify receipt with the shipping service. Failure to identify problems with delivery may result in the purchaser’s inability to make a successful claim. Most shipping services require a signature upon delivery. Once the product is delivered according to shipping instructions, neither Chocolado Factory nor the shipping service can be held responsible for loss or for damage caused by environmental conditions.

Shipping & Packaging Charges

Deliveries are made on BUSINESS DAYS, Monday to Saturday. No deliveries are made on holidays

Delivery is free for purchases above AED 150.

For orders below AED 150, delivery charges may apply and vary by location.

Additional packaging charges are applicable for orders to be delivered outside city limits. Our packaging ensures that the chocolates reach you in the right condition for you to enjoy. For deliveries outside the UAE, please contact us; we will inform you if it's possible and the applicable charges.

Chocolado Factory will not be responsible for delays caused by events beyond its control, including strikes, natural disasters, unforeseen events, accidents, road blockages, natural calamities, or terrorism. Shipping times may be longer during busy holiday/festival seasons (Ramadan, Eid, Christmas, Diwali, New Year etc.)

Transfer of Risk

The purchaser assumes the risk of product loss or deterioration once the product is tendered to the delivery service.

Criticisms / Complaints

Chocolado Factory prides itself on the high level of its products and service. If you have a criticism, feedback, or complaint, please contact us at once. We will work hard to make you happy/resolve the issue, but we need your help in order to do so. Damage claims should be clearly described in writing, dated, and signed.

All claims must be received by Chocolado Factory within 24 hours of product delivery. Claims received thereafter may not be honored.

No claim will be reviewed unless accompanied by a written explanation of the problem, as well as the damages occasioned thereby. After analyzing the situation, Chocolado Factory at its own discretion will determine the appropriate remedy, which may include a refund or reshipment.

We shall not be liable for any special, indirect, incidental, punitive, or consequential damages, including, without limitation, loss of profits, revenue, or other benefits arising from claims hereunder, or for claims against the purchaser by any third party.

Returns

Returns will be accepted by Chocolado Factory only upon its prior written agreement and in no case more than 24 hours after delivery to a recipient. We reserve the right to limit replacements or returns. Where we accept a return in the case of an obvious flaw or the nonconformity of the products delivered with an order, we will allow the free replacement of the product or a refund. The refund amount will be only for the product supplied; any additional claims, such as delivery, interest, or loss of profit, will not be entertained.

Right of Access and Correction

Our Privacy Policy Statement: Because of our concern with the protection of your private life and personal information, Chocolado Factory treats with the strictest confidentiality all personal information it receives about its customers. We will request from a purchaser only the information necessary to fill and follow up on an order — including name/company name, phone number, company personnel, logos/company logos, street address, and email. For a customized order, we might ask for additional information.

Customer Communications

You are also encouraged to tell us how we can keep you up to date with our product line, especially seasonal specials. We would be happy to communicate with you, and to have you communicate with us by email, WhatsApp, or telephone.

Email: info@chocoladofactory.com Mobile & WhatsApp: +971 50 110 3970

Warranty

Chocolado Factory guarantees the quality and freshness of its products for three weeks from the time they leave our boutique/factory in Ajman, so long as they are handled and stored in a cool, dry place between 18°C and 24°C. Our products have a shelf life of 6 months to a year.

Except as set forth in this section, Chocolado Factory makes no express or implied warranties with regard to its products, including fitness for a particular purpose. Any such warranties are hereby disclaimed.

Allergens

Our products are produced in a facility that processes peanuts, tree nuts, dairy, eggs, sesame seeds, and gluten; they may contain traces of the above ingredients. We take utmost care in preparing our products, but it is not possible to completely avoid cross-contamination of allergens.