Refund policy
At COCOAFAIR, your satisfaction is important to us. This policy explains how returns and refunds work for orders placed within South Africa. Because we sell food products, factory tours, and gift cards, some items are handled differently, as set out below.
Do We Accept Returns?
Yes. We accept returns within 7 days of the date you receive your order, subject to the conditions below. Once a return is approved, the item must be shipped back within 7 days.
How Are Returns Handled?
Returns can be made by mail or in person at our factory. Please do not send or bring any item back before receiving our approval and return instructions by email.
Accepted Product Condition
To be eligible for a return, the item must be:
- In the same condition that you received it
- Unopened, unused, and with any seals intact
- In its original packaging
- Accompanied by your receipt or proof of purchase
Food Safety & Non-Returnable Items
For food safety and hygiene reasons, the following cannot be returned once opened or used, unless they are defective, damaged, or incorrectly supplied:
- Chocolate, confectionery, drinking chocolate, cocoa products, and other food items, once opened
- Perishable goods
- Custom or personalised orders
- Gift cards
- Factory tours, tastings, and experience bookings (see Tours & Experiences below)
Minor cosmetic changes to chocolate caused by heat in transit (such as softening or surface discolouration) do not affect safety or quality and are not considered defects.
Damaged, Defective, or Incorrect Items
Please inspect your order on arrival. If an item is damaged, defective, or you received the wrong item, contact us within 48 hours of delivery at onlinesales@cocoafair.com with clear photos. In these cases, return shipping is at our expense, and we will arrange a replacement or refund.
Tours & Experiences
Factory tours, tastings, and experience bookings may be rescheduled where possible if you contact us at least 48 hours before the booked date. Cancellations made less than 48 hours before the booking, or no-shows, are non-refundable. To reschedule or cancel, email onlinesales@cocoafair.com.
Return Shipping Costs
Defective, damaged, or incorrect item
Return shipping is at our expense. In many cases we will arrange a replacement or refund without requiring the item to be returned first.
Customer-initiated return
If you return an eligible item because you changed your mind, the actual return shipping costs are for your account. Original shipping charges are non-refundable.
Restocking fees
We do not charge any restocking fees on returns.
How to Initiate a Return
- Request — Email onlinesales@cocoafair.com with your order number, the item name, and the reason for return.
- Confirmation — We respond within 1 business day with instructions and the exact return address.
- Packaging — Pack the item carefully in its original packaging.
- Shipping — Ship the item within 7 days of approval, and keep your proof of postage.
Do not ship any item without our prior confirmation — unauthorised returns will not be accepted.
Return Address
COCOAFAIR
Meerendal Wine Estate
Vissershok Road
Durbanville
Cape Town, Western Cape, 7550
South Africa
The exact return address will be confirmed by email when your return request is approved.
Exchanges
Yes, we accept exchanges on eligible items. The fastest way is to request a return for the original item, and place a separate order for the replacement.
Refund Procedure
| Processing time | Within 7 business days after we receive and inspect your return |
| Refund method | Original payment method used at purchase |
| Currency | South African Rand (ZAR) |
Once we receive and inspect your return, we will notify you whether the refund has been approved. If approved, the refund is processed to your original payment method within 7 business days. Your bank or payment provider may take additional time to reflect the refund.
Your Rights Under the Consumer Protection Act
Nothing in this policy limits your rights under the South African Consumer Protection Act 68 of 2008, including any applicable right to return goods that are defective, unsafe, or not as described.
Customer Service & Contact
| Brand | COCOAFAIR |
| onlinesales@cocoafair.com | |
| Phone | +27 21 551 0042 |
| Vat Number | 4170257085 |
| Support Hours | Mon–Fri & Sun 08:30–17:00, Sat 08:00–17:00 (SAST) |
| Response Time | Within 1 business day |