Refund policy

Refund & Return Policy

We want your Trilby’s chocolate to arrive in great condition. As chocolate is a perishable food product, we do not accept returns, exchanges or refunds for change of mind.

Damaged or incorrect orders

If your order arrives damaged, defective or you receive the wrong product, please contact us as soon as possible after delivery. Include your order number and photographs of the product and packaging so we can assess what has happened.

Where appropriate, we’ll arrange a replacement or refund.

Shipping chocolate in warm weather

Chocolate is sensitive to heat, particularly during the warmer months. We take reasonable precautions to help your chocolate arrive in the best possible condition, including protective packaging, carefully timing dispatches to avoid unnecessary time in transit and using Express Post where appropriate.

Despite these precautions, we cannot control the temperature or conditions your parcel is exposed to once it is in transit or after delivery. Melting or softening caused solely by exposure to heat during shipping or after delivery will generally not qualify for a refund or replacement.

We recommend having your order delivered somewhere it can be received promptly and kept out of direct sunlight and heat.

Australian Consumer Law

Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law. Where a product fails to meet an applicable consumer guarantee, you may be entitled to a remedy under Australian Consumer Law. ACCC

Contact us

If there is a problem with your order, please contact us at chocolate@trilbyschocolate.com.au with your order number and details of the issue.