Refund policy

Effective Date: 07-10-2025
Company Name: Cochoa Chocolate & Raw LLP
Website: www.oona.life

At Oona, every bar, sip, and bite is made with care — from the cacao farms to your hands. Because our chocolates are crafted fresh and are sensitive to temperature, we’re unable to accept returns once products have left our facility.

However, we want every experience with Oona to bring you joy and peace of mind.

1. No Returns or Exchanges

As our chocolates and cacao products are perishable and prone to melting, we do not accept returns or exchanges once an order has been shipped or delivered.

2. Damaged or Delayed Deliveries

If your order arrives damaged, melted, or spoiled due to shipping delays caused by us or our logistics partners, please reach out to us within 48 hours of receiving your package.

We offer replacement, store credit, points or refund in the following cases:

  1. Delivery Delays: Your order arrived significantly later than the promised delivery date, leading to product damage (e.g., melting).

  2. Incorrect Order: You received the wrong items.

  3. Damaged on Arrival: The product is visibly damaged upon delivery due to issues in our packing or shipping process (e.g., crushed boxes, opened packaging).

We will make it right through one of the following options:

  • A replacement shipment of the same or equivalent products

  • A gift card or store credit of equivalent value

  • Reward points of equivalent value to use on a future purchase

  • A refund (only if none of the above options work)

3. How to Report an Issue

To process your request quickly, please provide:

  • Your order number

  • Photos of the affected product and packaging

  • A brief description of the issue

Email these to hello@oona.life or whatsapp on +916399912525 within 48 hours of receiving your order.
Our team will review your request and respond within 2-3 business days.
Please note that after a refund is approved, it may take some time for your bank or credit card company to process and post it to your account.

4. Incorrect or Incomplete Addresses

We are not responsible for delays, losses, or damages caused by incorrect or incomplete shipping addresses entered during checkout.
Please double-check your address before confirming payment.

5. Temperature & Storage

We take every precaution to ensure our chocolates reach you in perfect condition. Still, chocolate is heat-sensitive.
Please store your package in a cool, dry place immediately upon delivery to maintain freshness and texture.

6. No refunds on Gift Cards

We do not accept refunds on gift cards.

At Oona, our goal is to ensure your experience remains as smooth and peaceful as the cacao itself.
If something ever feels off, we’re here to make it right — calmly, fairly, and with care.