Santa Barbara Chocolate — 120-Day Satisfaction Guarantee & Return Policy
(Effective Date: 1 August 2025; supersedes all prior versions)
1. Our Promise
We want every bite of Santa Barbara Chocolate to delight you. If you are not completely satisfied with your order, simply let us know within the timeframes below and we will work with you to issue a replacement or refund where eligible.
2. Return / Refund Windows
| Order type | Standard window | Extended holiday window* |
|---|---|---|
| Retail (website orders under 50 lb) | 120 calendar days from confirmed delivery | Orders placed Nov 1 – Dec 31 may be returned through Jan 31 of the following year |
| Wholesale / pallet orders (50 lb+) | Notify us within 7 days of delivery | n/a |
Holiday extension applies only to qualifying U.S. retail orders.
2A. Delivery Confirmation & Risk of Loss
Once an order has been shipped and the carrier confirms delivery to the address provided at checkout (including photographic or electronic proof of delivery), risk of loss transfers to the customer.
Santa Barbara Chocolate is not responsible for packages that are lost, stolen, or misdelivered after the carrier has confirmed delivery.
Customers are encouraged to ship to a secure location and may request signature-required delivery for high-value orders.
3. Return Shipping Costs
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If an error is ours (e.g., wrong item shipped, damaged in transit), Santa Barbara Chocolate will provide a prepaid FedEx return label or other resolution at our discretion.
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If the return is due to personal preference (e.g., did not like taste or texture), the customer is responsible for return shipping.
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We do not charge restocking fees on eligible returns.
4. How to Request a Refund or Replacement
Start a Request
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Reply to your order confirmation email with “Start a Return” or contact support@santabarbarachocolate.com.
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Provide your order number and reason (e.g., “melted,” “wrong item received”).
Photos (Optional but Appreciated)
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Photos help us improve quality control and may reduce the need to ship items back.
Refund Timing
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Refunds are processed within 48 hours of the returned package’s first carrier scan (or of issuing a “no return required” notice).
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Funds may take 1–3 business days to appear, depending on your bank.
5. What’s Covered
| Covered | Not Covered |
|---|---|
| Unsatisfactory taste or texture (customer pays return shipping) | Custom recipes |
| Melted, damaged, or incorrect items (our responsibility) | Items sold “as-is” or final-sale and flagged as such on the product page |
| Order errors caused by us | Wholesale/pallet orders beyond the 7-day inspection period |
| Allergens or dietary concerns reported within policy window | Any product altered or tampered with after delivery |
If you are unsure whether your item qualifies, contact support—we nearly always find a solution.
6. International Orders / Freight Forwarders
Santa Barbara Chocolate does not ship directly outside the United States.
International customers may use a freight forwarder service at their own risk. Once delivery is confirmed at the U.S. address provided, all liability transfers to the customer and/or their freight forwarder. Our 120-day guarantee and free-return policy do not extend beyond confirmed U.S. delivery.
7. Abuse Prevention
To keep this policy sustainable, we reserve the right to refuse service to accounts exhibiting patterns of excessive or fraudulent returns (e.g., more than three returns per calendar quarter).
8. Need Help?
Email: support@santabarbarachocolate.com
9. Governing Law
This policy is governed by and construed in accordance with the laws of the State of California, USA. Your statutory rights under applicable consumer-protection laws are not affected.
Summary: You have up to 120 days to request a return or refund. If we made a mistake, we cover all costs. If you simply change your mind, you may return the product at your expense. Once a carrier confirms delivery at the address provided, risk of loss transfers to you.
