REFUNDS, RETURNS & DELIVERY POLICY

We want you to be happy with your Full Power Cacao order. If something is not right, please contact us at orders@fullpowercacao.com and include your order number and as much relevant information as possible.

Nothing in this policy affects any statutory rights you may have under the consumer laws that apply in your country.

DAMAGED, FAULTY OR INCORRECT ORDERS

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty, missing or incorrect.

Please include:

• Your order number
• A description of the problem
• Clear photographs of the product, packaging and shipping label, where relevant

We will review the issue and, where appropriate, arrange a replacement, refund or other suitable resolution.

CHANGE-OF-MIND RETURNS

Unless you have additional statutory cancellation rights, we will only accept a change-of-mind return when:

• You contact us within 14 days of receiving your order
• The product is unopened, unused and in its original sealed packaging
• The product is in a condition suitable for resale
• You return the product in accordance with the instructions we provide

For food-safety and hygiene reasons, we cannot normally accept change-of-mind returns of cacao or other consumable products once the packaging has been opened, unsealed or tampered with.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise not as described.

Unless the product is faulty, damaged or incorrect, you will be responsible for the cost of returning it. We strongly recommend using a tracked postal service, as returned products remain your responsibility until they reach us.

Please do not return an order without contacting us first.

UK CUSTOMERS

If you are a consumer based in the United Kingdom and purchased from us online, you may have the right to cancel your order under the Consumer Contracts Regulations.

For eligible products, you must tell us that you wish to cancel within 14 days of receiving your order. You do not need to provide a reason.

After notifying us, you must return the eligible products within a further 14 days.

To exercise this right, email orders@fullpowercacao.com with:

• Your name
• Your order number
• The products you wish to return
• A clear statement that you are cancelling your purchase

Products should be returned unopened, sealed and with their original packaging intact. Your cancellation rights may be limited where sealed products that are unsuitable for return for health or hygiene reasons have been unsealed after delivery.

Unless the products are faulty, damaged or incorrect, you are responsible for the direct cost of returning them.

Where the statutory cancellation right applies, we will refund:

• The price paid for the returned products
  

We will not refund any additional amount paid for delivery.

We may withhold the refund until we have received the returned products or you provide evidence that they have been sent back, whichever occurs first. Refunds will be issued using the original payment method unless expressly agreed otherwise.

EU CUSTOMERS

If you are a consumer based in the European Union, you may have the right to withdraw from an eligible online purchase without giving a reason.

You must notify us within 14 days of the day on which you, or a person nominated by you, receives the order.

After notifying us, you must return the eligible products within a further 14 days.

To exercise your right of withdrawal, email orders@fullpowercacao.com with:

• Your name
• Your order number
• The products you wish to return
• A clear statement that you wish to withdraw from the purchase

You may use any legally prescribed withdrawal method made available through our website where applicable.

Products should be returned unopened, sealed and with their original packaging intact. The right of withdrawal may not apply, or may cease to apply, to certain sealed products that are unsuitable for return for health or hygiene reasons once unsealed, as well as any other products excluded under applicable law.

Unless the products are faulty, damaged or incorrect, you are responsible for the direct cost of returning them.

Where the statutory right of withdrawal applies, we will refund:

• The price paid for the returned products
  

We will not refund any additional amount paid for delivery.

We may withhold reimbursement until we receive the returned products or you provide evidence that they have been sent back, whichever occurs first. Refunds will be made using the original payment method unless expressly agreed otherwise.

USA CUSTOMERS

For customers based in the United States, we accept eligible change-of-mind returns in accordance with the general return conditions set out above.

You must contact us within 14 days of receiving your order, and products must be unopened, unused, sealed and suitable for resale.

Unless an item is faulty, damaged, incorrect or otherwise required by applicable law, you are responsible for the cost of returning it. Original shipping charges are not refundable for ordinary change-of-mind returns.

Additional consumer rights may apply under the laws of your state. Nothing in this policy limits any rights that cannot legally be excluded or restricted.

REFUNDS

Once your return has been received and inspected, we will let you know whether the refund has been approved.

Approved refunds will be made to the original payment method. Please allow additional time for your bank or payment provider to process the refund after it has been issued.

We reserve the right to reduce a refund where legally permitted if a returned product has been handled beyond what is reasonably necessary to inspect it, or has been damaged while in the customer’s possession.

RETURN TO SENDER AND UNDELIVERED ORDERS

It is your responsibility to provide a complete and accurate delivery address when placing your order.

If an order is returned to us because:

• The address supplied was incomplete or incorrect
• Delivery was refused
• The package was not collected
• The carrier was unable to complete delivery for a reason attributable to the recipient

we can arrange for the order to be sent again after it has arrived back with us.

The customer will normally be responsible for the additional postage cost. We will provide a payment link before reshipping the order.

We cannot reship an order until the original parcel has been returned to us.

Where an order is returned because of an error by us or our delivery provider, we will work with you to arrange an appropriate resolution without charging an additional delivery fee.

LOST PACKAGES

Please contact us at orders@fullpowercacao.com if your order has not arrived within the expected delivery period.

Claims concerning potentially lost packages should be submitted within 60 days of the date of dispatch so that we have sufficient time to investigate the shipment with the relevant delivery provider.

Failure to contact us within this period may affect our ability to investigate or obtain compensation from the carrier, but it does not remove any statutory rights you may have.

We may ask you to confirm your delivery address, check with neighbours or a designated safe place, and cooperate with any carrier investigation before issuing a replacement or refund.

INTERNATIONAL DELIVERY

International delivery estimates are provided as guidance only. Deliveries may take approximately 10–14 working days, although some orders may take longer because of customs clearance, local postal services, public holidays or circumstances beyond our reasonable control.

We cannot guarantee an exact delivery date for an international order unless we have expressly agreed one with you.

If we become aware of a substantial shipping delay, we will provide any notice, cancellation option or refund required under the laws applicable to your order.

CUSTOMS, TAXES AND IMPORT CHARGES

Unless taxes, duties or import charges are expressly shown as included at checkout, you are responsible for any customs duties, import taxes, handling charges or other fees imposed by the destination country.

These charges are determined by local authorities and are not controlled by Full Power Cacao.

Refusing to pay customs or import charges may result in the package being returned to us. Any refund due may be reduced by the delivery, return, customs or carrier charges incurred, where permitted by law.

DELAYS OUTSIDE OUR CONTROL

We are not responsible for delays caused by circumstances outside our reasonable control, such as customs processing, severe weather, industrial action, transport disruption, natural disasters or carrier network delays.

However, this does not exclude or restrict any responsibility that cannot lawfully be excluded. Where applicable, we will contact you about a significant delay and explain the options available to you.

CONTACT US

For returns, refunds, damaged products or delivery enquiries, please contact:

orders@fullpowercacao.com

Please include your order number so that we can help you as quickly as possible.