Chocolate may melt in transit during the warm weather months (April through November). However, this DOES NOT affect the quality or flavor of the product, which CAN be re-melted and used normally. Heat can affect the appearance of the product (blooming), however the quality and taste remains unchanged. We specifically pack into convenient to microwave 2lb bags for this very reason. Please note: returns, exchanges and refunds are not accepted for instances of melting.
We want you to be 100% satisfied with your purchases from Sephra. If you are unsatisfied with the product you purchased please get in touch to disucss your concerns. You may be eligable to return or exchange non food items within 30 days of your purchase date subject to a restocking fee. If you would like to return unused equipment for a refund within 30 days of purchase, a 15% restocking fee will be applied. Shipping costs will only be refunded if the return is a result of our error. If you return an order that originally received free shipping, the initial shipping expense will be deducted from the credit to your account.
Inspection and Reporting of Damages
Please look over and test all products upon receipt. Any damages or shortages, must be reported within 24 hours of receipt otherwise claims will not be valid.
Undeliverable and Refused Packages
If your order is returned to us by our shipper because the delivery was rejected, refused, the package was unclaimed or the shipping address you provided at the time of your order was incorrect, the return shipping fees charged to us by the shipper, in addition to the original shipping costs and the restocking fee, will be deducted from any refund amount. If you would like us to re-ship your previously undeliverable order, we will do so but will charge your credit card for a second set of shipping fees.
Non Food Items
All sales on skewers, chocolate and other food items are final; these items are non-returnable. Used commercial products are non-returnable.
All items purchased in conjunction with a promotion are non-refundable. If the item is defective it may be returned for a replacement or store credit only.
Orders for Bespoke, Custom, Customised, Made to Order or Special Order items cannot be cancelled once processed.
All returns require a proof of purchase and must be clearly marked with a Return Merchandise Authorization (RMA) number. Products returned without an RMA number are not guaranteed to be processed and may be refused. To obtain an RMA number, please contact our Customer Service Department using our online chat, by email firstname.lastname@example.org or by calling us at (858) 675 3088. Once an RMA number is issued, products must be returned within 15 days.
All returned items will be inspected upon receipt to verify 1) their condition, and 2) that all components are included. Any product that is missing components will incur a charge for those missing items. For your protection, we recommend that you return the product using an insured shipping method. Sephra USA, LLC is not liable for products that are lost or damaged in transit to us.
Refunds will only be issued to the original purchaser in accordance with the original method of payment. Please allow 1-2 weeks for processing.
Please note that products not purchased directly from Sephra USA, LLC must be returned to the original place of purchase for a refund.