Refund policy
Returns & Refund Policy
Last Updated: July 2026
At Barilliant, every chocolate bar is handcrafted and, in most cases, personalised specifically for each customer. We take great care to ensure every order leaves our studio in excellent condition.
Change of Mind
As our products are made to order, personalised and perishable, we do not accept returns or provide refunds for change of mind.
This includes orders where:
- You no longer require the order
- An incorrect product was selected
- Incorrect personalised information was supplied
- Incorrect artwork was approved
- An incorrect delivery address was provided
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
If your order arrives faulty, damaged, significantly different from what you ordered, or otherwise fails to meet your consumer guarantees, please contact us and we will work with you to provide an appropriate remedy.
Depending on the circumstances, this may include a replacement, reshipment, repair, store credit or refund.
Damaged, Incorrect or Missing Orders
Please inspect your order as soon as it arrives.
If your order is damaged, incorrect or incomplete, please notify us within 24 hours of delivery.
To help us assess your claim, please provide:
- Your order number
- Clear photographs of the products
- Photographs of the external packaging
- A brief description of the issue
Claims submitted without sufficient information or outside the reporting period may not be eligible for replacement or refund.
Chocolate & Heat
Chocolate is naturally sensitive to heat.
Although every order is carefully packaged, weather conditions and handling during transit are outside our control.
If your chocolates arrive with heat-related damage, please contact us within 24 hours of delivery and include:
- Your order number
- Clear photographs of the chocolates
- Photographs of the packaging
Every claim is reviewed individually.
Where appropriate, Barilliant may provide a replacement or reshipment of the affected products.
Delivery Responsibility
Customers are responsible for providing accurate and complete delivery information at checkout, including:
- Full street address
- Business or venue name (where applicable)
- Unit, suite or apartment numbers
- Recipient name
- Any relevant delivery instructions
Barilliant is not responsible for delivery issues caused by incorrect or incomplete address information, recipient unavailability, refused deliveries, or parcels redirected after dispatch.
Replacement products or refunds are generally not available where delivery issues result from incorrect customer information or unsuccessful delivery attempts.
Returned or Redirected Parcels
If a parcel is returned to Barilliant due to an incorrect address, failed delivery attempt or failure to collect the parcel, additional shipping charges may apply before the order can be resent.
Extended transit times resulting from returned or redirected parcels may affect chocolate quality. In these circumstances, Barilliant cannot guarantee the condition of the products upon redelivery.
Need Assistance?
If you have any questions about your order or believe there is an issue with your delivery, please contact our team as soon as possible. We're committed to resolving genuine issues fairly and promptly.
Barilliant
📞 (02) 9150 8658
Sydney, Australia
ABN: 38 972 794 098
© 2026 Barilliant Pty Ltd. All rights reserved.