Refund policy
Returns and Exchanges
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return or exchange.
To be eligible, items must be unused, unopened, in their original packaging, and accompanied by proof of purchase.
To start a return or exchange, contact us at hello@somacacao.com.au.
If your request is approved, we’ll provide instructions on how to return your item.
Please do not send anything back without contacting us first, as it may not be accepted.
Return postage
- Change of mind: You cover return postage.
- Our error (e.g. incorrect item sent): We cover return postage.
We’re always here if you have questions — just email hello@somacacao.com.au.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if something’s damaged, defective, or incorrect — we’ll make it right.
Important:
Cacao melting in transit is not considered damage.
This can happen in warmer months, and the cacao is still perfectly fine to use. Simply refrigerate and chop.
Once your parcel has been handed over to Australia Post or our courier partners, delivery times and delays are outside our control. If a parcel becomes lost or significantly delayed, we’ll help you lodge an investigation. Refunds can only be issued once the carrier completes their assessment. For our full shipping policy visit this page.
Exchanges
If you’d like to exchange an item, just let us know.
Exchanges follow the same eligibility criteria as returns - items must be unused, unopened, in their original packaging, and accompanied by proof of purchase.
Return shipping for an exchange is:
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Covered by you for change of mind
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Covered by us if the exchange is required due to an error on our part
Exceptions / Non-returnable Items
We cannot accept returns on:
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Flavour variations — as a natural, single-origin product, taste can vary between harvests. Read more: https://www.somacacao.com.au/blogs/news/why-no-cup-of-soma-cacao-is-the-same
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Gift cards
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Opened or used cacao products (food safety requirement)
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Cacao that has melted in transit (it is still safe and usable)
Weather & Heat Disclaimer
We pack securely and ship promptly, but we cannot control weather conditions during transit.
By placing an order, you acknowledge the risk of heat exposure, especially in summer.
If your cacao melts, it remains perfectly safe — simply refrigerate and chop.
Shipping Address Responsibility
Please ensure your shipping address is correct at checkout.
We cannot refund or replace orders delivered to an incorrectly entered address.
Approved Returns Timeframe
Once your return request is approved, the item must be posted back within 7 days.
Returns sent after this period may not be accepted.
Refunds
Once we’ve received and inspected your return, we’ll notify you of the outcome.
If approved, refunds are processed to your original payment method within 5 business days.
(Your bank or card provider may take longer to finalise the refund.)
Refunds apply to the product cost only and do not include original shipping, unless the return is due to an error on our part.
If 15 business days have passed since approval and you haven’t received your refund, please contact us.