Refund policy

Return & Refund Policy

Thank you for shopping with Alma Cacao. We take great pride in the quality of our products and the care that goes into every order.

Because our products are food-based and perishable, we can only accept returns or issue refunds in specific circumstances, as outlined below.

1. Eligibility for Returns

We only accept returns if an item arrives defective, damaged, or incorrect.
To be eligible for a return:

  • You must contact us within 7 days of receiving your order.

  • The item must be unused, in its original packaging, and include proof of purchase (order number or receipt).

If 7 days have passed since delivery, unfortunately we cannot offer a refund or replacement.

2. How to Request a Return or Refund

If your item has arrived damaged, defective, or incorrect, please contact us at [insert your customer support email] with the following details:

  • Your order number

  • A description of the issue

  • Photos of the product and packaging (required for quality control)

Once your request is reviewed, we’ll confirm the next steps, which may include:

  • A replacement being sent out at no additional cost, or

  • A full refund issued to your original payment method.

Please do not return items without first contacting us — returns sent without prior approval cannot be processed.

3. Non-Returnable Items

Due to the nature of our products, we cannot accept returns or refunds for:

  • Items that have been opened or used

  • Orders returned for change of mind, taste preference, or accidental purchase

  • Products purchased from a third-party retailer (please contact them directly)

All products are non-refundable unless damaged or defective.

4. Refund Processing

Once your return is received and inspected, we’ll notify you by email.
If approved, your refund will be processed within 5–10 business days to your original payment method.
Please note that depending on your bank or card issuer, it may take additional time for the refund to appear in your account.

5. Exchanges

We only replace items if they are defective or damaged.
If you need to exchange a product for the same item, please email hello@almacacao.co.uk with your order number and details.

6. Shipping Costs

If a return is approved due to damage or defect, we will cover all return shipping costs.
Customers are not responsible for return postage in eligible cases.

7. Questions

If you have any questions about our return or refund policy, please contact us at:
📧 hello@almacacao.co.uk