Shipping, Returns & Refund Policy

1. Shipping Coverage

El Mitacoa currently ships across India to locations serviceable by our courier partners. International shipping may be introduced in the future and will be subject to separate terms.

2. Order Processing

• • Orders are processed within 1–3 business days after successful payment confirmation.
• • Orders placed on Sundays or public holidays will be processed on the next business day.
• • Processing times may be extended during festivals, promotional events, or periods of high order volume.

3. Estimated Delivery Time

Estimated delivery timelines are:

• • Metro Cities: 2–5 business days
• • Other Cities and Towns: 3–7 business days
• • Remote Areas: 5–10 business days

These timelines are estimates only and are not guaranteed. Delivery may be delayed due to weather conditions, courier disruptions, public holidays, natural disasters, government restrictions, or other circumstances beyond our reasonable control.

4. Shipping Charges

Applicable shipping charges will be displayed during checkout before payment.

Shipping charges, promotional offers, and free shipping eligibility may change without prior notice.

5. Order Tracking

Once your order has been dispatched, tracking details will be sent to your registered email address, SMS, or WhatsApp (where available).

6. Packaging

Every order is packed with care using protective packaging materials suitable for transporting chocolate products.

7. Temperature-Sensitive Products

Chocolate is a naturally temperature-sensitive product.

Although we take reasonable measures to protect products during transit, temporary softening or slight cosmetic changes caused by high temperatures do not necessarily indicate that the product is defective or unsafe for consumption.

Customers are advised to receive deliveries promptly and store chocolates in a cool, dry place away from direct sunlight.

8. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping details.

El Mitacoa shall not be responsible for delivery delays, failed deliveries, or additional shipping costs resulting from incorrect or incomplete information provided during checkout.

9. Returns

Due to the perishable nature of food products, El Mitacoa does not accept returns or exchanges for products that have been delivered successfully.

Returns will not be accepted for reasons including, but not limited to:

• • Change of mind
• • Personal taste or preference
• • Incorrect product ordered by the customer
• • Failure to read the product description
• • Improper storage after delivery

10. Damaged, Incorrect, or Missing Products

If you receive a damaged product, a wrong product, or an item missing from your order, please contact us within 48 hours of delivery by emailing elmitacoacompany@gmail.com.

Your request should include:

• • Order number
• • Clear photographs of the outer packaging
• • Clear photographs of the product(s)
• • A brief description of the issue

Claims submitted after 48 hours may not be eligible for review.

11. Refund Eligibility

Refunds or replacements may be considered only in the following situations, subject to verification:

• • The wrong product was delivered.
• • The product arrived significantly damaged during transit.
• • The product was missing from the shipment.
• • The order could not be delivered due to reasons solely attributable to El Mitacoa.
• • A duplicate payment was successfully processed for the same order.

Each claim will be reviewed individually. El Mitacoa reserves the right to request additional information before approving a refund or replacement.

12. Non-Refundable Situations

Refunds or replacements will generally not be provided for:

• • Delivery delays caused by courier partners.
• • Incorrect delivery information provided by the customer.
• • Failure to receive the delivery after courier attempts.
• • Minor cosmetic changes resulting from temperature fluctuations.
• • Customer dissatisfaction based solely on taste or personal preference.
• • Products that have been opened, consumed, or improperly stored after delivery.

13. Refund Processing

If a refund is approved, it will be processed using the original payment method wherever possible.

Please allow 5–10 business days for the refund to be processed after approval. The time taken for the refunded amount to appear in your account may vary depending on your bank or payment service provider.

14. Order Cancellation

Orders may be cancelled only if they have not yet been processed or dispatched.

Once an order has been packed or handed over to the courier partner, cancellation requests may not be accepted.

If El Mitacoa cancels an order due to product unavailability, payment issues, or other operational reasons, any eligible refund will be processed in accordance with this policy.

15. Policy Changes

El Mitacoa reserves the right to amend or update this Shipping, Returns & Refund Policy at any time. Any changes will become effective immediately upon publication on our website.

16. Contact Us

For any questions regarding shipping, returns, or refunds, please contact us:

El Mitacoa
Email: elmitacoacompany@gmail.com
Website: www.elmitacoa.in
Business Hours: Monday to Saturday, 9:00 AM – 6:00 PM (IST)