Refund policy
Every YANA chocolate is handcrafted in small batches from Philippine cacao. Because our products are perishable food, we can't accept returns or exchanges for change of mind. But if something isn't right with your order, we'll make it right.
Damaged, defective or wrong items
Please check your order as soon as you receive it. If an item arrives damaged, defective, spoiled, incomplete, or is not what you ordered, contact us within 24 hours of pickup or delivery with:
- your order number (it starts with "YC-")
- clear photos of the item and its packaging
- a short description of the problem
Please keep the item and its packaging until we've resolved your concern. Once we've confirmed the issue, we'll offer you a replacement (for pickup at our branch, or redelivered) or a full refund for the affected items, whichever you prefer.
Courier deliveries
For courier orders, we pack every order to protect it in transit. If your order is damaged on the way, contact us within 24 hours with photos and we'll work it out with you and the courier. Chocolate is sensitive to heat, so please refrigerate or store it in a cool, dry place (ideally 16–20°C) as soon as it arrives. We can't replace items that melted or bloomed after delivery because of how they were stored.
Cancellations
- You can cancel for a full refund while your order is still waiting to be prepared. Open your order on our Track your order page (or from the link in your confirmation email) and tap Cancel order.
- Once we've started preparing your order, it can no longer be cancelled. Custom and special orders can't be cancelled once confirmed.
Pickup orders
We'll let you know when your order is ready. Please collect it from the branch you chose within 3 days. Orders not collected within 7 days of being ready are forfeited and can't be refunded, as we can't keep perishable items fresh beyond that.
If we can't fulfill your order
If an item becomes unavailable after you've paid, we'll contact you to offer a replacement item or a full refund for that item.
How refunds are paid
Approved refunds go back to your original payment method (GCash, Maya, card, or bank) through our payment provider, HitPay. We process refunds within 5 business days of approval. Depending on your bank or e-wallet, it may take a few more days for the refund to appear. Courier fees paid directly to the courier are not refundable through us.
Contact us
Email yanachocolateria23@gmail.com or call +63-2-70001974. This policy doesn't affect your rights under the Consumer Act of the Philippines.