We want you to be completely happy with your Earthwise Cacao order. If there is a problem with your order, please get in touch and we’ll do our best to help.

Change of mind

If you wish to return an eligible item, please contact us within 14 days of delivery. The item must be returned within a further 14 days and should be unused, unopened and in its original condition.

Please note that, due to the nature of our products, we cannot accept returns of food products that have been opened or used.

Certain products may also be excluded from the right to cancel where they are perishable or, due to their nature, cannot be returned.

Unless the item is faulty, damaged or incorrect, all return shipping costs are the responsibility of the customer. We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged while being returned to us.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, defective or you have received the wrong item, please contact us as soon as possible.

We may ask you to provide photographs of the product and packaging so that we can investigate the issue with our courier or fulfilment process.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, we will offer an appropriate remedy, which may include a replacement or refund.

Where a return is required due to an item being faulty, damaged or incorrectly supplied, we will cover the reasonable cost of return shipping.

Exchanges

Due to the nature of our food products, we do not offer exchanges for opened or unwanted food items unless the product is faulty.

If you have received an incorrect, damaged or faulty product, please contact us and we will arrange the appropriate replacement or refund.

Refunds

Where a refund is approved, we will refund the applicable amount to the original payment method and may contact you prior to the refund process.

For eligible cancellations, refunds will be processed within 14 days in accordance with applicable consumer law. Where goods need to be returned, we will have to wait until the goods have been received back before issuing a refund.

Original delivery charges are not refundable where the return is due to a change of mind, except where required by law.

If you have any questions about a return, please contact us before sending anything back.

Contact:
Earthwise Cacao
C/O Fresh Start Health,
Northleigh Farm, Main Road
Birdham, PO20 7BY
United Kingdom

Email: enquiries@earthwisecacao.co.uk