Our Return & Refund Policy
At Lucibello's, we take great care in preparing, packing, and dispatching our premium chocolate and confectionery products. Since our products are consumable FMCG food items, return, refund, cancellation, and replacement limitations apply to protect food safety, hygiene, product quality, and temperature-sensitive handling standards.
This policy should be read together with our Shipping Policy, Terms & Conditions, Food & Allergen Disclaimer, and other applicable website policies.
1Customer Support & Grievance Assistance⌄
| Support Channel | Details |
|---|---|
| Email Support | concierge@lucibellos.in |
| WhatsApp Support | +91 8080516162 |
| WhatsApp Hours | Monday to Saturday, 8:00 AM – 6:00 PM IST |
| Email Response Time | Usually within 24–48 business hours |
Customers should keep ready: Order Number, Delivery Date & Time, Photos/Videos of the product, and a clear Issue Description.
2General Return Policy⌄
Due to the nature of consumable FMCG food products, Lucibello's products are generally non-returnable once dispatched.
| Product Type | Return Status |
|---|---|
| Chocolates | Generally non-returnable once dispatched |
| Nut-Based Products | Generally non-returnable once dispatched |
| Gift Boxes | Generally non-returnable once dispatched |
| Seasonal Collections | Generally non-returnable once dispatched |
| International Orders | Generally non-returnable once dispatched |
| Opened / Consumed Products | Non-returnable |
| Temperature-Sensitive Products | Generally non-returnable once dispatched |
3Cancellation Policy⌄
Orders may be eligible for cancellation only before processing or dispatch.
If a customer refuses delivery after dispatch, the order will generally not be eligible for cancellation, refund, return, or replacement.
4Refund Policy⌄
Refund requests may be reviewed in limited cases:
| Case | Review Possible? |
|---|---|
| Wrong product delivered | Yes, if reported within 24 hours |
| Damaged product received | Yes, if reported within 24 hours |
| Missing item | Yes, if reported within 24 hours |
| Verified quality issue | Subject to inspection |
| Customer changed mind | No |
| Customer refused delivery | No |
| Customer gave wrong address | No |
If approved, refunds may be processed via original payment method, store credit, replacement, or partial refund.
5Damaged, Incorrect, or Missing Orders⌄
Customers must contact Lucibello's within 24 hours of delivery.
Required proof includes order number, packaging images, product photos, issue description, and ideally an unboxing video.
6Non-Refundable Situations⌄
Refund or replacement is generally not applicable where the order is already dispatched, the customer changed their mind, the address was incorrect, delivery was refused, the complaint was raised late, or product issues arose after delivery due to storage or handling.
7Temperature-Sensitive Product Disclaimer⌄
Chocolates are temperature-sensitive products. Minor texture, bloom, shape, or appearance variations may occur due to weather, transit duration, courier handling, customs delay, or late acceptance.
Lucibello's does not guarantee 100% melt-free delivery.
8International Orders⌄
International orders are generally non-returnable and non-refundable once dispatched.
Customers are responsible for duties, taxes, import compliance, and destination-country restrictions.
9Country-Specific Consumer Rights⌄
Nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights that may apply under applicable law.
10Failed Delivery & Returned Shipments⌄
If delivery fails due to customer-side reasons such as wrong address, unavailable recipient, refusal, unpaid customs charges, or failure to respond to the courier, refund or replacement may not be applicable.
11Fraud Prevention & Claim Abuse⌄
Lucibello's reserves the right to reject claims that appear fraudulent, misleading, unsupported by proof, repetitive or abusive, outside the claim window, or inconsistent with delivery records.
12Policy Updates⌄
Lucibello's may update, revise, or modify this Return, Refund & Cancellation Policy from time to time.
The latest version published on the website will apply to applicable orders.
