Refund and Returns Policy

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. If 14 days have gone by since your purchase, 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 condition. We do our very best to protect the products, though often it is out of our control if the postage is delayed. Herbal Cacao cannot exchange or refund any products due to the perishable nature of cacao, so please order carefully

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To complete your return, I require a receipt or proof of purchase.

• Opened food packaging’s cannot be returned
• 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 I will waive the return shipping fee.

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 my error.
• If you believe your package was damaged in shipping, please contact me within 5 days of delivery and I will work with you and the parcel deliverer quickly to resolve the issue.
• Any product that is returned more than 14 days after delivery

Once your return is received and is inspected, We will also 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 [email protected].

*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.

Additional non-returnable items:

• Gift cards
• Downloadable software products

Shipping

To return your product, you should post your product to:

We-Fulfil - Herbal Cacao, Nijverheidsweg 12, 3762 ER Soest, 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, I 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, I do my honest best to avoid this at all costs. See FAQ