Returns Policy
Due to the perishable nature of our products (cacao and its derivatives), our returns policy is strict and clearly applied to protect product quality.
Review must be immediate upon receiving the product. Returns are not accepted after delivery. If the customer does not inspect the order at the time of delivery, it will not be possible to request a return afterwards.
Returns are only accepted for critical production defects in the quality of cacao paste or cacao nibs. Minor deterioration resulting from normal handling within the packaging is not considered an acceptable defect.
We are not responsible for damage caused by transportation, third-party logistics, storage outside recommended conditions, or weather factors. This includes temperature and humidity variations during shipping that do not affect the safety of the product.
All return shipping costs are borne exclusively by the customer. The customer assumes the cost of the return shipment, even in cases where the return is accepted.
It is mandatory to notify the carrier of any damage at the time of delivery and to send immediate photographic evidence. The request must include clear photos of the product, packaging and delivery seal for us to validate the claim.
This policy is designed to ensure that only returns justified by real production defects are accepted, preserving the quality of our perishable products and respecting shipping conditions.