Refund policy
At Sacred Sip Cacao, we take great pride in the quality of our ceremonial grade Criollo cacao. Your satisfaction is important to us.
Cancellations, change of mind and exchanges
You may request to cancel or change your order before it has been dispatched by contacting hello@sacredsipcacao.com.au. We will do our best to accommodate your request, but we cannot guarantee changes once fulfilment has begun.
Once an order has been dispatched, we do not accept returns, refunds or exchanges for change of mind. As cacao is a consumable food product, we cannot accept products back for resale.
This does not exclude or limit any rights you may have under the Australian Consumer Law. If your product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us as soon as possible, preferably within 7 days of delivery at hello@sacredsipcacao.com.au with:
- Your order number
- A description of the issue
- Photos of the damaged item and packaging
We will offer a replacement or full refund at our discretion.
Please note: cacao that has softened or melted during transit is not classified as damage. This is a natural occurrence during warmer periods — the product remains completely safe to consume. Simply refrigerate and chop once firm.
Incorrect Items If you receive the wrong product (our mistake), please contact us within 7 days and we will arrange the correct item to be sent at no additional cost. Return postage in this case is covered by us.
Exchanges If you'd like to exchange an item, please get in touch within 7 days of receiving your order. Items must be unopened, unused, and in their original packaging with proof of purchase. Return postage for exchanges is at your expense unless the exchange is required due to our error.
What We Can't Accept Back The following are not eligible for return or exchange:
- Flavour differences — our Criollo cacao is a natural, single-origin product from Peru and taste profiles can vary between harvests
- Opened or used cacao products (food safety requirement)
- Cacao affected by heat or melting during transit (still safe to use — refrigerate and chop)
- Gift cards
Heat & Weather Notice We pack carefully and dispatch promptly, but conditions during transit are beyond our control. By placing an order, you acknowledge the risk of heat exposure, particularly during summer. Melted cacao is still perfectly safe — just refrigerate and chop once set.
Delivery Address Please ensure your shipping address is correct at checkout. We are unable to refund or resend orders delivered to an incorrectly entered address.
Lost or Delayed Parcels Once your order has been collected by Australia Post or our courier partners, transit times and delays are outside our control. If your parcel goes missing or is significantly delayed, we'll assist you in raising an investigation. Refunds in these cases can only be processed once the carrier has completed their assessment.
How Refunds Are Processed Approved refunds will be processed to your original payment method within 5–10 business days. Please note refunds cover the product cost only — original shipping is non-refundable unless the return is due to our error.
If 15 business days have passed since your refund was approved and you haven't received it, please contact us at hello@sacredsipcacao.com.au.