Last updated: 26 October 2026

We want you to love your cacao. If something isn't right, please get in touch at cacao@mail.co.uk and we will help.

This policy does not affect your statutory rights under UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Your right to cancel

If you change your mind, you can cancel your order within 14 days, starting from the day after you receive your item(s). You do not need to give a reason.

To cancel, email cacao@mail.co.uk within those 14 days with your name, order number, the item(s) you would like to return and a clear statement that you wish to cancel. You then have a further 14 days from telling us to send the item(s) back. Please do not send anything back without contacting us first.

Items that cannot be returned (unless faulty)

For food safety and hygiene reasons, the right to cancel does not apply to:

• Cacao, agave, Celtic sea salt, orange oil, Ceylon cinnamon powder or any other food product that has been opened or unsealed after delivery

• Perishable food products

• Items made to your specification or personalised for you

Unopened, sealed products and non-food items, such as our cacao mug and blender/whisk, can be returned under your right to cancel.

Condition of returns

Please return items unused, unopened and in their original condition and packaging. You may handle an item as you would in a shop to inspect it, but if it has been used or handled beyond this, we may reduce your refund to reflect any loss in value.

How to return an item

Once you have contacted us, please package your item(s) securely and send them to:
The Cacao Company, 3 Efik House, Walton Road, Liverpool, L4 4AF

Unless your item is faulty, damaged or not as described, the cost of returning it is your responsibility. We recommend using a tracked service and keeping your proof of postage, as items remain your responsibility until they reach us.

Your refund

We will refund the price of the item(s) you return, plus the original standard delivery charge if you are returning your whole order. If you chose a faster or more expensive delivery option than our standard service, we will only refund the cost of standard delivery.

Your refund will be made to your original payment method within 14 days of us receiving the item(s) back, or of you showing us proof that you have sent them, whichever is sooner. It can then take a few working days to appear on your statement. If it has not arrived, please check with your bank or card provider first, then contact us.

Faulty, damaged or incorrect items

Please check your order when it arrives. If anything is faulty, damaged, missing or not what you ordered, email cacao@mail.co.uk as soon as possible with:

• Your order number

• A short description of the problem

• Clear photos of the product, the packaging and the delivery label

Under the Consumer Rights Act 2015 you are entitled to reject a faulty item for a full refund within 30 days of delivery. After 30 days, you are entitled to a repair or replacement, or in some cases a refund. We will cover the reasonable cost of returning faulty, damaged or incorrect items.

Lost or delayed orders

Your order is our responsibility until it has been delivered to you. If it has not arrived within the estimated delivery time, please contact us and we will investigate with the carrier and arrange a replacement or a refund if it has been lost. See our Shipping Policy for more detail.

Questions

If you have any questions about a return or refund, please email us at cacao@mail.co.uk.