Refund policy
Food products — chocolate, pralines, Toastys, bars
Chocolate is a perishable food. Under § 18 (1) no. 4 FAGG, perishable foods are exempt from the 14-day right of withdrawal. In concrete terms: chocolate products cannot be returned once shipped or handed over.
If something isn't right
If your order arrives damaged, transport has affected the quality, or something unexpected has happened — write to us. We'll find a solution, whether the right of withdrawal applies or not. We're a small atelier and we want you to be happy with your order.
Here's how:
- Write to us within 7 days of receipt at office@dulceria-gmbh.com with your order number.
- Describe the problem in a few sentences — ideally with photos of the damaged products or packaging.
- We'll get back to you and find a solution together: replacement, credit or refund. As a rule, the products don't need to be sent back.
Non-perishable products
The statutory 14-day right of withdrawal applies to gift cards and non-perishable products. Details are in the cancellation policy.
Custom orders
Orders produced individually for you (your own logo, your own sleeve, custom specification) are exempt from the right of withdrawal. Here too: if there are defects or problems — write to us, we'll find a solution.