Refund policy

Returns & Refunds Policy

This policy is in accordance with your statutory rights under UK Consumer Law, including the Consumer Rights Act 2015.

1. Refunds for Problematic Goods (Statutory Rights)

You are entitled to a full refund, replacement, or repair if your ceremonial cacao product is proven to be faulty, significantly damaged on arrival, or not as described.

  • Timeframe for Faulty Goods: You have 30 days from the date of delivery to inform us that the product is faulty and to claim a full refund. 

  • Refund Amount: If a fault is confirmed, we will issue a full refund for the cost of the goods plus the cost of standard original shipping.

  • Return Shipping Cost (Faulty): If the item is faulty or damaged, we will pay for the return shipping costs. We will provide a pre-paid return label or arrange a collection.

  • Process & Evidence: To report a fault, please contact us immediately at [hello@akasa.land] with your order number. For your claim to be applicable for a refund, you must include clear photographic evidence of the fault or damage. We cannot process claims without relevant visual documentation.


Important Note Regarding Cacao Quality and Appearance

The following visual imperfections are natural or expected occurrences and are not considered faults or valid reasons to reject the product:

  • Fat Bloom is Not a Fault: Ceremonial cacao, being a natural product, may sometimes exhibit a superficial grey or uneven colouration on the surface, known as "fat bloom." This is a natural, harmless process where the cocoa butter separates slightly due to temperature fluctuations and is common with high-quality, pure cacao. Fat bloom does not affect the quality, potency, or usability of the product and is therefore not an acceptable reason to reject the product as faulty or damaged.

 

  • Irregular Shape: Cacao blocks may have irregular or broken shapes, chips, or rough edges due to the moulding, cooling, or the stresses of transportation and transit in packaging. These visual imperfections do not affect the quality or weight of the product and are not grounds for a refund.

 

2. Returns for Change of Mind

  • Timeframe: We offer a voluntary 14-day period from the date of delivery for returns or exchanges.

  • Condition of Return: The product must be returned unopened, unused, and in its original, saleable condition(including all original packaging). For food safety and hygiene, we cannot accept returns for opened products unless they are faulty (see section 1).

  • Return Shipping Cost (Change of Mind): Where the product is returned because you have changed your mind (i.e., it is not faulty), the customer is liable to pay for the return shipping costs. We recommend using a tracked and insured service as responsibility for the goods remains with you until we receive them.

  • Process: To initiate a return, please contact us at [hello@akasa.land] within 14 days of receiving your order.


3. Exceptions / Non-Refundable Items

  • Unfortunately, we cannot accept returns on sale items or gift cards.

 

3. Refund Processing

  • Timeframe: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Once the fault is verified or the unopened condition is confirmed, your refund will be processed promptly.

  • Maximum Wait: Refunds will be made within 14 days of our receipt of the returned product. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@akasa.land.

  • Method: All refunds will be credited back to your original method of payment.