Refund policy
Our return policy lasts 14 days. If 14 days have passed since your purchase and you have not contacted us, we unfortunately cannot offer a refund or exchange.
Returns Eligibility
We only accept returns for:
• defective products
• unopened, unused products in their original packaging
To be eligible, items must be returned within 28 days of receiving your order.
Returns for melted cacao are not accepted, as melting does not affect quality and the cacao remains fully usable.
Assessment & Refunds
Once your return is received and inspected, we will email you to confirm approval or rejection.
If approved, your refund will be processed to your original payment method within 14 days.
Please note that return postage is your responsibility unless the item is defective.
We strongly recommend using tracked/insured postage, as we cannot be responsible for lost return parcels.
We cannot refund or replace items that:
• are not in their original condition
• are damaged or incomplete for reasons not caused by us
• have been opened or used
If returning a non-defective product, the customer is responsible for return shipping costs.
We will cover the cost of return shipping for defective items.
Missing or Delayed Orders
If your order is delayed or deemed missing for more than 14 days, and your delivery/address details were correct, we will send a replacement parcel.
If an order is returned to us or goes missing due to an incorrect address, the customer is responsible for reshipping costs.
Contact
For return or refund queries, please email:
info@florestacacao.co.uk
