Refund policy

COMMERCIAL & RESIDENTIAL ONLINE RETURNS - TERMS AND CONDITIONS

 Thank you for choosing Zucchero Canada, a division of Canada Cacao Co., for your online shopping needs. Our return policy is designed to ensure customer satisfaction and provide a seamless experience. Please read the following carefully to understand your rights and responsibilities.

Returns and Exchanges:

 All regularly/standard stocked items can be returned within 30 days of receipt, provided the item is unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the returned product(s). Shipping charges are non-refundable and will be deducted from the return amount due. When applicable, customers are responsible for return shipment costs, including any brokerage fees, duties, and taxes.

Non-Returnable Items:

 We regret to inform you that reimbursement or exchange cannot be provided for the following items:

• Items made to your dimensions (such as pastry rings, frames, sheet pans, etc.)
• Personalized products
• Food products (including chocolate, flour, vanilla, food colors, transfer sheets...)
• Seasonal items
• Gift cards.
• Perishable items
• Shipping charges
• Custom products
• Special ordered items
• Clearance sale items

Additionally:

• We will decline returns for items that have come into contact with food.
• Temperature-sensitive items are not guaranteed against melting or discoloration during shipping or storage.
• Pastry rings, cake frames, sheet pan extenders, and stainless-steel molds are manufactured on demand at customer-selected sizes, making all sales final.
• All items received as bonuses must be returned with the original purchase.
• Please note that modified or transformed items cannot be returned or exchanged.
• Damaged items resulting from abusive or incorrect usage cannot be returned or exchanged.

 
How to Request a Return or Refund:

Submit a return request.

Log in to your account:
Follow the link: https://account.zuccherocanada.ca

1. In the Email field, enter your email address and click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store and then enter a six-digit verification code.
4. Click the order for which you want to submit the return.
5. If your order has more than one item, select the items you want to return.
6. Select a reason for return and add a note for the store.
7. Click Request Return.

If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

OR,

Contact Us:

Reach out to our dedicated customer service team by emailing sales@zuccherocanada.ca or calling +1 403 7142751. Provide your order details and reason for the return.

Obtain Return Authorization (RMA):

Upon contacting us, we will promptly issue a Return Authorization Number (RMA) by email, along with detailed instructions for the return process. Please wait for the RMA before proceeding.
 

Packaging for Return:

Responsibly pack the item for return transit, ensuring it is securely protected to prevent damage during transportation.
 

RMA Validity Period:

The RMA will be valid for up to 15 days from the date of issuance. Please ensure the return or exchange is shipped within this timeframe.

 Shipping the Return/Exchange:

Arrange for the shipment of the return/exchange within the provided window. Utilize a reliable and trackable shipping service to ensure the safe delivery of the items.

 Refund Process:

 Upon receiving the returned item, we will promptly process your refund within five business days. Please note that additional processing time may be required for credit card payments before the return is reflected in your account.

Exchange Transactions:

In the case of an exchange, be aware that it will be treated as a separate transaction. Any price differences will be adjusted accordingly.

Restocking Fees:

 A restocking fee will be issued for return requests and deducted from the return amount. The fee is 15% of the item(s) cost for commercial locations. For residential locations, the fee is 15% of the item(s) cost. The restocking fee helps cover the restocking item(s) costs.

Defective Merchandise:

 If you receive a defective item, please contact us immediately within five business days for further assistance.

Order Modification or Cancellation:

Order modification or cancellation can be done by accessing your account on our website or contacting our customer service at +1 403 7142751 or sales@zuccherocanada.ca.
Cancellation after shipment is impossible; it will be treated as a return following our policy.

Return Shipping of Incorrect Items:

If you receive an incorrect item, please get in touch with us immediately for a resolution or replacement. 

Contact Information:

 Zucchero Canada
Business Address: 9 Aspen Hills Green SW, T3H 0H6, CANADA
Shipping Return Address: M1023, 36 Bowridge Dr. NW, Calgary, AB T3B 2T9, Canada
Phone: +1 403 7142751
Email: sales@zuccherocanada.ca
We aim to make the return process seamless for our valued customers. If you have any questions or require further assistance, please get in touch with our customer service team. Your satisfaction is our priority.
 
Note: This return policy is subject to change without notice. Please review it periodically.