Policy Overview
This refund policy applies to all wholesale, bulk, and trade orders placed with us. Due to the nature of cacao as a food-grade commodity, refunds are handled under strict quality and compliance guidelines.
Refund Eligibility
Refunds may be considered only under the following conditions:
- Verified product quality issues supported by evidence
- Incorrect product supplied contrary to confirmed documentation
- Damage occurring prior to responsibility transfer (as per Incoterms)
Non-Returnable Goods
Due to hygiene, safety, and regulatory standards, the following items are non-returnable:
- Opened or partially used cacao products
- Custom or private label orders
- Products stored outside recommended conditions after delivery
Damaged or Incorrect Orders
Any visible damage or discrepancies must be reported within 48 hours of delivery.
Claims must include clear photographic evidence and shipping documentation to be considered valid.
Refund Process
Once a claim is approved:
- Refunds may be issued as a credit note or partial reimbursement
- Replacement shipments may be offered where applicable
- Final resolution depends on order size, logistics, and product type
Processing Timelines
Approved refunds are typically processed within 10–21 business days from claim approval.
Limitations & Liability
We are not responsible for losses resulting from improper storage, handling, or delays caused by third-party logistics providers once risk has transferred.