Chocolate Cortés Customer Satisfaction Policy

Thanks for ordering/shopping at Chocolate Cortés. If you are not entirely satisfied with your purchase we’re here to help.

Perishable Items 

In the event that an error has been made with your order, you must contact us within 1 day of receiving your package/s and we will try our best to remedy the situation, but we cannot provide any guarantee of return/refund/exchange of perishable items after the 1-day time period has expired.

Shipping, Return and Refund Policy

At Cortes Hermanos we want to give you the best experience. To ensure the quality of delivery of our products, when receiving your order, take the following into account:

Once the purchase has been completed we will proceed to pack your order within a period of 24 to 48 hours. Orders placed on Fridays after 4:00 pm will be processed on Mondays.

Please note: All orders are shipped Monday through Friday during the hours of 8 A.M. to 4 P.M. EST. Deliveries on Saturdays, Sundays and holidays are not available. For Pick up orders, normal business hours are from 9:00 AM to 4:00 PM.

• It is your responsibility as a customer for the accuracy of your entered data and address information; This is to carry out a correct and timely delivery of orders. These deliveries are made to the address indicated at the time of generating the order on our page; Once processed, the delivery address cannot be modified, so you will have to contact us if you require any change to the address.
• If the delivery address is incorrect, a shipping fee may apply when delivering again to the correct address.
• Check the products completely before signing for receipt of the shipment.
• You may refuse delivery of any product upon receipt if you consider that it is not in the required condition. You must indicate in the “Compliant Receipt” the reason for said return. Returns will only be accepted at the time of delivery, via the carrier, for orders delivered at that time, previous orders are not valid.
• You may refuse delivery of any product if:
  • The box is damaged, hit or open.
  • The product is without packaging.
  • The product is melted or in poor condition.
  • The product is expired.
  • The product to receive was not the one ordered
  • It is not the amount you requested
• Once the “Compliant Receipt Certificate” has been signed, Cortés Hermanos is not responsible for conditions or damages to the product, as long as they do not present irregularities at the time of opening the products. If so, you must report it within a period of no more than 3 calendar days of receiving your order, to the email direct@corteshermanos.com. It is important that you preserve the product packaging that presents any irregularity.
• Returns are not allowed once the order has been delivered. That is why we recommend verifying the products carefully, to avoid disappointment due to an unsatisfactory purchase.
• You must immediately report any eventuality or incident associated with the delivery to the email direct@corteshermanos.com
• Deliveries that cannot be made due to not being able to contact the customer will return to the terminal, and will be sent again the next business day. If next day delivery is also not possible, additional shipping fees may apply. (see delivery policy).
• After 24 hours of placing your order, no modifications or cancellations are allowed. It is possible that delivery will be made before this time, so it will not be possible to make such modifications or cancellations.

Customer service:

• Monday-Friday 8:00 am – 5:00 pm, at 809-544-1413, ext. 297 or by written communication via email.
• Your claim requests must be attended to within a range of 24-48 hours during business hours.

Online Ordering and Refund Policy

Chocolate Cortés may offer the ability to order from our website online from any location. However, we will ship only in Santo Domingo and Santiago. These terms apply only to orders placed through our website. Prices will be shown when you place your order. Minimum order quantities may apply. Any applicable shipping fees, cancellation fees, taxes and other amounts due in connection with your order will be notified to you at the time you place your order. There may be limits on the quantity of items within an order placed on our site. We use third-party billing providers and accept various payment methods.

Chocolate Cortés is responsible for fulfilling your order and responding to any questions or comments about the process of completing your order. Partial or full refunds, if any, of amounts paid or canceled orders will be identified at the time of settlement. Associated payment processing costs may apply to these transactions. If you have any additional questions about your purchase, we are available to answer them.

Delivery policy

We are proud of our customer service at Chocolate Cortés, which includes not only the quality of our products, but also the reliability and commitment to delivery. To guarantee the quality of our service, we require that any claim or cancellation of your order be made at least 24 hours before being delivered.

Please take into account:

• Your delivery fee does not include the tip for the delivery person.
• Delivery times cannot be guaranteed.
• We deliver directly to homes.
• The recipient’s signature will be required to validate the delivery process.

For residential deliveries: If the recipient is not available at the time of delivery, the courier service is in charge of seeing if it is acceptable to leave the purchased products there, otherwise the order returns to the terminal and is delivered to the next day. If your package contains products that may be damaged by the sun, or by the constant movement of transport, Cortés is not responsible for any damage this may cause to your products. In the event that the recipient is unable to receive your order, the full monetary amount of the order will be charged to the payment method used in your order. If you notice that there is an error in the recipient’s address, please contact us to correct the delivery and order information as soon as possible.

Internal complaints policy

Any complaint, claim or suggestion will be channeled through the email direct@corteshermans.com and is the responsibility of the digital coordinator:

• Respond within 1-2 business days.
• Receive the complaint, claim or suggestion and determine the type of complaint.
• Record the claim case in an Excel document, and keep it updated on a daily basis.
• Call the client and look after their interests, ensuring attention and response to the complaints presented.
• In case it is an error in the order, proceed to make the change within a range of 1-2 business days. If you require a refund, please refer to the refund policy.
• In the event that it is a complaint that involves an irregularity in the product, you must collect the local information (photo of the product, batch and expiration date, name, surname, telephone number and email of the customer), fill out the QRS document and send it to the department. quality.
• Keep the client informed daily about the progress of their complaint.
• Follow up on shipped orders.
• If you receive a complaint regarding the carrier, you should contact the logistics advisor María peña at mpena@schad.do and report what happened.
• Close claims according to service agreement (Maximum 2 business days).

Authorized delivery suppliers:

Schad

Security policy

The payment methods used by the company are third-party services. These third-party services (Azul) comply with all security and encryption standards to keep your information safe. They will only use the information necessary to complete the required process. We also recommend reading the privacy policies of these providers to better understand how they handle the information provided.

Delivery restrictions

For the safety of our staff and risk to the operation, we do not deliver to the following sectors:

• El Almirante
• Invimosa
• La Toronja
• Barrio Katanga
• Los Mina Norte
• Los Tres Brazos
• Barrio Isabelita
• Gualey
• El Tamarindo
• San Luis
• Las Canitas
• Ensanche Simón Bolivar
• Ensanche Capotillo
• 24 de Abril
• Libertad
• Los Guandules
• Chachupita
• La Cienaga
• La Fuente
• La Zurza
• Los Alcarrizos
• Barrio Paraiso
• Los Guaricanos

If you have any questions or concerns, you can contact us at: direct@corteshermanos.com