Refund policy

Return Policy

At GOALZ, we take pride in the quality of our chocolates and the care we put into each batch. Your satisfaction is our priority, and we will work with you to resolve your issues.

What’s Covered:

  • Melting Issues: We have a smart processing system in place to help prevent your chocolates from melting during transit. While we take all necessary precautions, including using ice packs and insulation, extreme weather conditions can occasionally impact shipments. To further safeguard your chocolates upon delivery, we kindly ask that you provide your phone number during checkout. This will allow us to notify you when your order arrives, ensuring it doesn’t sit in the heat. If your chocolates melt significantly during transit, please contact us, and we will assist you.

  • Damaged or Broken Products: We do not offer refunds for cosmetic damage (such as broken discs or minor packaging issues) unless it impacts the safety or usability of the product.

  • Taste/Allergy Issues: Please refer to our ‘Love at First Bite’ policy.

How to Get Started on a Return/Replacement/Exchange:

To initiate a return, replacement, or resolution, please email us at  support@thegoalz.com with the following details:

  • Your order number (from your confirmation email)

  • A description of the issue

  • Photos of damaged or melted products (if applicable)

Please contact us within 7 days of receiving your order so we can assist you promptly.

Return Shipping and Costs:

  • Customer Responsibility: Return shipping costs are the responsibility of the customer unless we made an error, such as sending the wrong product or damaged goods.

  • Store Credit or Replacement: Once we receive the returned product, we’ll review the issue and may offer store credit or a replacement. We may also ask for the product to be sent back for further review.

  • Order Modifications: Once your order is processed, it cannot be modified. Please double-check your order and shipping information before completing your purchase.

Terms & Conditions:

  • Fraudulent Claims: We reserve the right to request additional information or deny requests if we suspect abuse of our return policy.

  • Cosmetic Damage: We do not refund for minor cosmetic issues like broken discs or outer packaging damage unless it affects the safety of the product.

As a small, family-owned business, we appreciate your understanding. We strive to provide exceptional customer service and high-quality products. Thank you for your support as we continue to grow and deliver the best chocolate experience possible!

You can always contact us for any return question at support@thegoalz.com.