Refund policy

Returns and Refunds

Due to the nature of our cacao products, we cannot accept returns for items that have been melted or developed cocoa bloom during transit or storage. These are natural occurrences that may happen when exposed to heat, and do not affect the quality or taste of the product.

However, we do understand that issues can arise during shipping, and we are committed to ensuring that you receive your order in perfect condition. Please read our return policy carefully:

  1. Melted or Bloomed Cacao:

    • Cacao may melt or develop cocoa bloom (white streaks or spots on the surface) if exposed to heat during transit or handling. This does not impact the quality or flavor of the cacao and is not grounds for a return or refund.

  2. Damaged Parcels:

    • If your cacao arrives damaged or visibly tampered with due to courier mishandling, please contact us within 48 hours of receiving your order.
    • We may request photos of the damaged package and product in order to assess the issue. Once confirmed, we will offer a replacement or full refund, depending on the situation.

  3. Incorrect Items:

    • If you received an incorrect item or an item that does not match your order, please contact us within 7 days. We will arrange for a return and replacement or a refund.

How to Return Damaged or Incorrect Items:

  • Email us at hello@australianceremonialcacao.com with your order number, photos of the damaged product and packaging, and a brief description of the issue.
  • Once we verify the issue, we will provide you with a return shipping label and instructions.