Refund & Return Policy

Effective Date: July 17, 2025

At Prime Gate Choco, we take great pride in the quality and care of our chocolate products. Because our items are perishable and made to order, we have a strict but fair refund and return policy outlined below.

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📦 Returns

Due to the nature of our products, we do not accept returns once the order has been shipped and delivered. We encourage all customers to carefully review their order before confirming payment.

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💰 Refunds

If your order arrives damaged, melted, or incorrect, we will offer a refund or replacement based on the following conditions:

Eligibility for Refund:

• You must contact us within 24 hours of receiving the order.

• You must provide clear photos of the product, packaging, and shipping label.

• The product must be unopened and in its original condition.

Approved refunds will be processed within 5–7 business days and credited to your original payment method.

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🔄 Order Cancellations

Orders can only be canceled within 1 hour of placing them. Once the order is prepared or dispatched, cancellations are no longer possible.

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🚚 Non-Refundable Situations

Refunds will not be issued in the following cases:

• Delays caused by incorrect shipping information provided by the customer

• Items damaged due to being left outside on delivery

• Refusal to accept delivery or return-to-sender issues

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📩 How to Request a Refund

To request a refund or report an issue, please contact us:

Email: info@primegatechoco.com
Phone: +971 55 562 6703

Include your order number and issue description in your message.

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🤝 Our Promise

We’re committed to customer satisfaction and will do our best to resolve any genuine concerns related to your order.