Política de reembolso

We do our very best to make sure our products find you well and we stand behind the products that are being sold. We honestly hope that you are more than satisfied with the products you have received. However, something may happen in the warehouse or delivery processes that make the products not meet your expectations. We have a return policy for these situations.

Please inspect the products and notify us immediately of any problem with your order.

Herbal Cacao offers a 14 day return and exchange policy. To be eligible for a return/exchange, your product must be unused and in the same condition that you received it. It must also be in the original packaging, along with the receipt or proof of purchase. If 14 days have gone by since you received your order, unfortunately, we can’t offer you a refund or exchange.

We will promptly and fully refund the cost of any products, if one of the criteria set out below applies to the product/s delivered to you:

1. The products are not what you ordered;
2. The delivery is of an incorrect quantity; or
3. If you do not receive the products ordered (other than as a result of you providing incorrect delivery address details as above).

‼️ On warm summer days, due to the nature of cacao, we cannot guarantee that your order will be in perfect format. We do our very best to protect the products, though often it is out of our control if the postage is delayed. Please note that texturized changes due to temperature do not affect the quality of the cacao, and returns can only be accepted if the product remains completely sealed.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Please note that due to health protection and hygiene reasons, food products (such as our ceremonial cacao and herbal blends) are strictly exempt from the right of withdrawal if the sealed packaging has been opened, unsealed, or tampered with after delivery.

Unfortunately, we cannot accept returns on gift cards or sale items (except for EU customers exercising their statutory 14-day Right of Withdrawal on sealed items).

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
Pursuant to Directive 2011/83/EU (Article 9) and its national transpositions, consumers residing in the European Union have the right to withdraw from distance contracts within 14 days from the day on which they acquire physical possession of the goods. Withdrawal may be exercised electronically via the dedicated 'Withdrawal Button' on this site, freely accessible without registration or login. Upon submission, a confirmation on a durable medium will be sent without delay.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@herbalcacao.com.

Subscriptions

When you purchase a subscription, you'll receive repeat deliveries based on the duration and frequency you select at checkout. Your payment details will be stored securely, and you’ll be charged for each delivery unless you’ve chosen to prepay. Some subscriptions may auto-renew at the end of their term. If you do not wish to renew, you can cancel at any time with a minimum of 30 days’ notice prior to your next billing date. You can manage or cancel your subscription at any time by logging into your account area. Alternatively, you may email our support team at info@herbalcacao.com to request changes or cancellation.

Please note: Cancellations made with less than 30 days’ notice may still be charged for the next billing cycle.

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To start a return, you can contact us at info@herbalcacao.com. 

We require a receipt or proof of purchase. Please note

• Opened food packaging cannot be returned.
• Outside the EU, online purchases are eligible for online store credits or an exchange.
• Shipping costs of returns are for the customer
• If you do not receive exactly what you ordered, then we will waive the return shipping fee.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

There are certain situations where only partial refunds are granted (if applicable)

• Any product not in its original condition, is damaged or missing parts for reasons not due to our error.
• If you believe your package was damaged in shipping, please contact us within 5 days of delivery and we will work with you and the parcel deliverer quickly to resolve the issue.
• Any product that is returned more than 14 days after delivery 

Shipping

To return your product, you should post your product to: Monta - Herbal Cacao: Schoterhoek 2, 2441 LD Nieuwveen , Netherlands

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Due to the nature of cacao, we cannot guarantee it will arrive in its original format like the picture posted on the website. This may be caused by temperature differences and moisture. However, we do our honest best to avoid this at all costs. See FAQ 

Once your return is received and is inspected, We will notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again.

Then, contact your credit card company; it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@herbalcacao.com.

*We reserve the right to make any refund due to you in whatever way we choose.

Sale items 

Only regular-priced products may be refunded. Unfortunately, sale items cannot be refunded (except for EU customers exercising their statutory 14-day Right of Withdrawal).

Additional non-returnable items:

• Gift cards
• Downloadable software products