Facebook Pixel

RETURN AND REFUND POLICY

www.cocoacircle.com

Last updated: 3rd September 2024

1. Introduction

At The Cocoa Circle, we strive to deliver the highest quality cocoa products to our customers. However, we understand that issues may occasionally arise during shipping or handling. This Return and Refund Policy explains the conditions under which returns and refunds are accepted for products purchased through our website, https://www.cocoacircle.com (the “Website”). By making a purchase, you agree to the terms set forth in this policy.

2. General Conditions

2.1 Perishable Goods

Due to the perishable nature of our products, such as cocoa powder and chocolate, we generally do not accept returns of these items unless they are defective, damaged, unsealed, or spoiled upon receipt. Our goal is to ensure that you receive products in optimal condition.

3. Conditions for Returns and Refunds

3.1 Defective, Damaged, or Spoiled Products

If you receive a product that is defective, damaged, melted, unsealed, or spoiled, you are entitled to a replacement or a refund. To qualify for this, you must notify us within 14 days of receiving the product.

  • Proof of Condition: To process your return or refund, we will require you to provide photographic evidence of the issue (e.g., damage, spoilage, unsealing).
  • Replacement or Refund: Upon verification of the defect or damage, we will offer you a replacement product or a full refund, including the cost of shipping.

3.2 Incorrect Products

If you receive a product that you did not order, you are eligible for a return and refund.

  • Notification: Please contact us within 14 days of receipt to arrange for a return or exchange.
  • Return Shipping Costs: The Cocoa Circle will cover the cost of return shipping for incorrect products.
  • Refund or Replacement: Once the incorrect product is returned and inspected, we will send you the correct item or issue a full refund, depending on your preference.

4. Exclusions

4.1 Non-Returnable Items

Certain items are not eligible for return or refund, including:

  • Opened or Used Food Products: Food products that have been opened or used are not eligible for return unless they were received in a damaged, unsealed, or spoiled condition.
  • Personalized or Custom-Made Products: Items that have been customized or made to your specifications are non-returnable unless they are defective or damaged.
  • Final Sale Items: Products marked as “final sale” at the time of purchase are not eligible for return or refund.

4.2 Expired Claims

Any request for a return or refund that is made after the 14-day notification period will not be accepted.

5. How to Initiate a Return

5.1 Contact Customer Service

To initiate a return, please contact our customer service team within 14 days of receiving your product. You can reach us at:

  • Email: care@cocoacircle.com

Please include your order number, a description of the issue, and any relevant photographs of the defective, damaged, or spoiled product.

5.2 Return Instructions

After contacting customer service, you will receive detailed instructions on how to return the product, including the return shipping address. The return must be shipped back to us within 14 days of receiving the return instructions.

5.3 Return Shipping Costs

  • Defective, Damaged, or Spoiled Products: We will cover the cost of return shipping if the product is defective, damaged, unsealed, or spoiled.
  • Non-Defective Non-Perishable Products: If you are returning a non-defective, non-perishable product, you will be responsible for the return shipping costs.

6. Refund Process

6.1 Refund Approval

Once we receive your returned product, we will inspect it to ensure it meets the conditions outlined in this policy. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 14 days.

6.2 Refund Amount

The refund will include:

  • The full purchase price of the product.
  • The original shipping cost (if the return is due to a defect, damage, or our error).

Please note that any return shipping costs you incur (for non-defective, non-perishable items) will not be included in the refund amount.

6.3 Refund Denial

If the returned product does not meet the conditions for return (e.g., it is not defective, damaged, or spoiled, or it has been used or opened without cause), we reserve the right to deny the refund. In such cases, the product will be returned to you at your expense.

7. Legal Rights

7.1 Consumer Rights

This Return and Refund Policy does not affect your statutory rights as a consumer under Dutch law. You are entitled to the protections provided by the European Union’s Consumer Rights Directive and the Dutch Civil Code, including your right to a refund, repair, or replacement for defective goods.

7.2 Dispute Resolution

If you are not satisfied with the outcome of your return or refund request, you have the right to pursue further action through the Dutch consumer protection authorities or other legal avenues available to you.

8. Changes to This Policy

8.1 Policy Updates

We may update this Return and Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Any changes will be posted on this page, and where appropriate, we will notify you via email or through a notice on our Website.

8.2 Review of Policy

We encourage you to review this policy periodically to stay informed about our return and refund practices. Your continued use of our Website and services following any updates to this policy constitutes your acceptance of those changes.

9. Contact Information

If you have any questions about this Return and Refund Policy, please contact us at:

  • Email: care@cocoacircle.com
Scroll to Top