Refund policy

At Heritage Cacao, we take great care in crafting and packing each product with intention, quality, and love. Your satisfaction matters to us, and we’re here to support you if something isn’t quite right with your order.

Return Eligibility

We offer a 7-day return window from the date you receive your order. To be eligible for a return or refund, the request must fall into one of the categories below:

For Edible Products

Due to food safety and hygiene standards, we do not accept returns or offer refunds on edible products for change of mind, taste preferences, or opened items.

However, we will gladly offer a replacement or refund if your edible item:

• Arrives damaged

• Is incorrect (e.g. you received the wrong product)

• Is faulty or compromised in packaging

Please notify us within 7 days of delivery by emailing info@heritagecacao.com.au with:

• Your order number

• A clear photo of the product and packaging

• A brief explanation of the issue

We’ll do our best to resolve it promptly and fairly.

For Non-Perishable Merchandise

Returns are accepted for non-edible items if they are:

• Unused and in original condition

• Returned within 7 days of delivery

• Accompanied by proof of purchase

Change of mind returns are accepted for non-perishable merchandise only and at the customer’s expense. Refunds will be processed once the item is received and inspected.

Please email info@heritagecacao.com.au before returning any merchandise. Items sent back without prior approval will not be accepted.

Please note that returns will need to be sent to the following address: PO Box 2091, Melton South, VIC, 3338, AU.

Exchanges

We do not offer exchanges for edible products.

For non-edible merchandise, exchanges may be possible (e.g. for a different size, colour, or item) if the product is unused and returned in its original condition within 7 days. Please contact us first to arrange an exchange — customers are responsible for return shipping unless the item was incorrect or faulty.

Refund Processing

Once your return is received (if applicable) and approved, we’ll notify you and issue a refund to your original payment method within 10 business days.

Please note that your bank or credit card provider may take additional time to process the refund.

If more than 15 business days have passed since approval and you haven’t received your refund, please reach out to us.

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.

Non-Returnable Items

We do not accept returns on:

• Opened or used edible products

• Gift cards

• Sale items (unless damaged or incorrect)

European Union 14-Day Cooling-Off Period

If you’re based in the EU, a 14-day cooling-off period may apply to non-edible merchandise under local consumer protection laws. This does not apply to edible or perishable goods once opened or unsealed.

Need Help?

We’re here to help. For any concerns about your order, email us at:

info@heritagecacao.com.au