Returns and Refunds
We want you to love your order. Please read the policy below carefully. This policy applies to retail orders placed at spiritofcacao.com.au and sits alongside your rights under the Australian Consumer Law.
No change of mind returns
We do not accept returns, refunds or exchanges for change of mind.
Damaged, defective or incorrect items
If your order arrives damaged, defective, spoiled, or you received the wrong item, we will make it right with a replacement or refund according to the Australian Consumer Law.
-
Contact us within 48 hours of delivery for transit damage or missing items, or within 60 days of receipt for quality issues with consumables such as cacao or tinctures.
- Email hello@spiritofcacao.com.au with your order number, a description of the issue, and clear photos of the parcel, packaging, and the item.
- We may provide either a prepaid returns label or instructions to safely dispose of the product. Do not return anything until we confirm the next step.
Shipping carrier issues
We ship with Australia Post. Once a parcel is in transit, delivery timeframes are outside our control. If a parcel is delayed, lost or arrives damaged, we will assist you to resolve it as best we can.
Order changes and cancellations
-
Before dispatch: If you request to cancel an order that has not yet been fulfilled, a $5 processing fee is deducted from your refund to cover third-party payment charges.
-
After dispatch: Orders that have shipped cannot be cancelled.
Returns process and refunds
- Where a return is required, items must be packed securely in original or equivalent protective packaging.
- Refunds are processed to the original payment method once your return is received and assessed, or once we confirm disposal where a physical return is not required.
- Original shipping fees are refundable only where the return is due to our error or a consumer guarantee failure.
Heat-sensitive items (cacao)
Cacao is sensitive to heat. For warm climates we recommend Express Post. During hotter periods we avoid dispatching late on Fridays or immediately before public holidays to reduce time in transit depots. If your cacao appears melted on arrival, contact us within 48 hours with photos so we can help.
Packaging and care
We handpick and pack your order with care, imbue each parcel with Reiki and protective symbols, and use kraft padding to keep items safe in transit. For everyone’s protection, we photograph each order at dispatch.
How to reach us
Email hello@spiritofcacao.com.au with your order number and details. Please keep your packaging until we advise next steps.
This policy does not limit any rights you have under the Australian Consumer Law.
