DIVONT
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Refund & Return Policy

Last Updated: August 2026
Effective Date: August 2026

At DIVONT Chocolate, we take immense pride in crafting exceptional artisanal confectionery in Petra, Jordan. Every chocolate bar, enrobed date, praline, and curated gift box is handcrafted using premium single-origin and Belgian chocolate with uncompromising standards for freshness, sensory excellence, and luxury presentation.

Because chocolate is a delicate, perishable, and temperature-sensitive food product, our refund, return, and cancellation policies are specifically designed to safeguard both consumer health and product integrity.

1. Perishable Nature of Artisan Confections

Due to strict health and food safety standards, we cannot accept physical returns of chocolate products once they have been delivered and accepted by the customer.

However, your complete satisfaction is our highest priority. If an issue arises with the quality, condition, or accuracy of your order upon delivery, we provide immediate resolutions through replacements or refunds as outlined below.

2. Eligibility for Refunds or Replacements

You are eligible for a full refund, partial refund, or immediate replacement under the following conditions:

  • Damaged in Transit: The chocolate package or gift presentation arrived visibly crushed, damaged, or compromised during courier transit.
  • Quality / Melting Issue Upon Arrival: If an order shows noticeable thermal damage or melting upon immediate receipt despite our insulated packaging.
  • Incorrect Items: The delivered products do not match the items specified in your order confirmation.
  • Missing Items: Any product that was paid for but omitted from the delivered shipment.
  • Order Cancellation Before Dispatch: Orders cancelled before our kitchen begins artisan preparation or packaging.

3. Reporting Window & Procedure

To ensure prompt resolution, please report any delivery discrepancy or quality concern within 24 to 48 hours of receiving your package:

  1. Document the Issue: Take clear photographs of the exterior packaging, shipping label, and the affected chocolate products.
  2. Contact Customer Service: Reach out to our support team via:
    • WhatsApp / Direct Support: Through our website support button.
    • Email: info@divont.com with your Order ID (e.g., #DIV-XXXX).
  3. Assessment & Resolution: Our team will review your report and confirm the resolution (replacement dispatch or refund authorization) within 1 business day.

4. Order Cancellations & Modifications

  • Standard Orders: You may modify or cancel your order free of charge provided it has not yet entered the packaging or dispatch phase. Please contact us immediately after ordering.
  • Custom & B2B Orders: Custom corporate gift boxes, bespoke packaging, or personalized confectionery orders cannot be cancelled once production has commenced.

5. Refund Methods & Timelines

Once your refund is approved by our team:

  • Cash / CliQ on Delivery Orders: Refunds will be transferred directly to your bank account via CliQ within 24–48 hours upon providing your CliQ Alias or IBAN.
  • Card Payments: Refunds will be credited back to the original credit or debit card used during purchase. Please allow 5 to 10 business days depending on your issuing bank's clearing cycle.
  • Store Credit / Digital Voucher: Available immediately upon request for faster resolution and future chocolate orders.

6. Non-Refundable Situations

Refunds or replacements cannot be issued in the following instances:

  • Products that have been partially consumed, opened without defect, or improperly stored after successful delivery (e.g., left in direct sunlight or heated environments).
  • Inaccurate or incomplete delivery addresses provided at checkout leading to failed delivery attempts.
  • Unavailability of the recipient after multiple delivery attempts by the courier.
  • Quality complaints reported after more than 48 hours following verified delivery.

7. Storage and Handling Recommendations

To preserve the delicate aroma, velvety texture, and gloss of DIVONT artisan chocolate, we recommend:

  • Storing chocolates in a cool, dry place between 15°C and 19°C (59°F–66°F) with relative humidity below 50%.
  • Keeping chocolate away from direct sunlight, strong spices, perfumes, and heat sources.
  • Avoid refrigeration whenever possible; if refrigeration is necessary during peak summer temperatures, keep chocolates sealed in an airtight container and bring to room temperature for 15 minutes before enjoying.

8. Customer Care & Assistance

We are committed to delivering moments of pure chocolate joy. If you need any assistance with your order, please connect with us:

  • Company: DIVONT Chocolate Factory
  • Location: Wadi Musa / Petra, Hashemite Kingdom of Jordan
  • Email: info@divont.com
  • Hours: Saturday – Thursday, 8:00 AM – 4:30 PM (Jordan Time)