As our cacao is a food product, certain conditions apply to cancellations, returns and opened products.

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This policy applies to purchases made directly through www.kakaotribe.com between the customer and Kakao Tribe™, established in the United Kingdom.

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Business address: 43 Fisher Close, Walton on Thames, Hersham, KT12 5PN, United Kingdom
Email: welcome@kakaotribe.com
Telephone: +44 7522 702791

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1. Order processing and dispatch

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Orders are prepared and dispatched according to the delivery option selected at checkout.

We aim to process orders as promptly as possible. Delivery times shown at checkout are based on the service selected and information provided by the relevant postal or courier company.

Unless a different delivery period has been agreed with you, goods will be delivered within the period required by applicable UK consumer law.

Once your parcel has been dispatched, you will normally receive shipping confirmation and tracking information where tracking is included with the selected service.

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2. Cancelling an order before dispatch

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If you change your mind and your order has not yet been dispatched, please contact us as soon as possible.

If we are able to stop the order before it is handed to the postal or courier service, we can cancel the order and issue the appropriate refund.

Once the parcel has been dispatched and entered the carrier network, we are normally unable to cancel, recall or stop it.

If you no longer want the order after dispatch, you should receive the parcel and follow the return procedure described below.

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3. Your right to cancel an online order

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For orders where the statutory UK right to cancel applies, you may notify us that you wish to cancel your purchase within 14 days from the day after you receive the goods.

You do not need to provide a reason for cancelling.

After notifying us of your cancellation, you normally have a further 14 days to return the goods.

These rights arise under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Different or additional mandatory consumer rights may apply to customers outside the United Kingdom.

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4. Cancellation and return of an order

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If you are returning cacao simply because you changed your mind, ordered the wrong product or no longer require it, please contact us before returning the order.

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For a change-of-mind return, the cacao should remain:

• unopened;

• unused;

• in its original sealed retail packaging; and

• in a condition suitable for return.

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Because cacao is a food product, please do not open the sealed packaging if you are considering returning it.

Where statutory cancellation rights apply, those rights will always take precedence over this policy.

Opening a product does not affect your statutory rights where the cacao is faulty, damaged, incorrect, not as described or otherwise does not conform to your legal rights.

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5. Return postage following cancellation

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If you return an eligible order because you have simply changed your mind, the direct cost of returning the parcel to Kakao Tribe™ is your responsibility.

Kakao Tribe™ does not normally provide prepaid return labels for change-of-mind returns.

Please use a suitable postal or courier service and package the product securely.

We strongly recommend using a tracked service and retaining proof of postage until your refund has been completed.

The requirement for the customer to bear the direct cost of returning goods is subject to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and to the customer having been informed of this responsibility before purchase.

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6. Refunds following cancellation and return

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Where a valid statutory cancellation applies, we will refund the amount paid for the returned goods.

We will also refund the cost of our least expensive standard delivery option available for the order.

If you selected a more expensive delivery service, such as Special Delivery, the additional amount paid above the cost of our least expensive standard delivery option is not required to be refunded under Regulation 34 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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The direct cost of returning a change-of-mind order remains the customer's responsibility where the law allows this.

Refunds will normally be made using the original payment method.

Where permitted by the Consumer Contracts Regulations, we may wait to issue the refund until the returned goods have been received or satisfactory evidence of return has been provided.

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7. Condition of returned products

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Please package returned cacao carefully.

If the value of a returned product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition, the refund may be reduced to reflect the loss in value, in accordance with the Consumer Contracts Regulations 2013.

A return will not automatically be refused simply because the outer parcel has been damaged during the return journey.

We will consider the condition of the cacao itself, the retail packaging and the circumstances in which any damage occurred.

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8. Incorrect product sent

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If Kakao Tribe™ sends a different cacao, weight or product from the one you ordered, please contact us as soon as possible.

We will check the order and arrange an appropriate solution.

Depending on the circumstances, this may include sending the correct product, arranging an appropriate return or providing a refund.

Where the mistake is ours, you will not be expected to bear reasonable return costs that are necessary to correct our error.

Please do not return or dispose of the product until we have confirmed the next step with you.

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9. Products damaged in transit

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If your cacao arrives damaged, please contact us as soon as reasonably possible.

To help us investigate the matter with the carrier, we may ask you to provide photographs of:

• the outer shipping packaging;

• the shipping label;

• the cacao packaging; and

• the damaged product.

Please keep the parcel and packaging until the matter has been reviewed.

Once we have checked the information, we will arrange an appropriate solution in accordance with your statutory consumer rights.

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10. Product quality concerns

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If you believe there is a quality issue with your cacao, please contact us before disposing of the product.

We may ask for photographs of the cacao and packaging and for information such as the batch number and best-before date so that we can investigate properly.

Where appropriate, we may also raise the matter with our supplier or producer.

Each quality concern is assessed individually.

Nothing in this section limits your rights under the Consumer Rights Act 2015 where goods are faulty, not as described or not of satisfactory quality.

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11. Missing items

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If something is missing from your order, please contact us and let us know exactly what you received.

We will check the order and packing information and arrange an appropriate solution where an item has been omitted.

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12. Delivery delays

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Delivery times shown on our website are based on the delivery service selected and information supplied by the carrier.

Occasional delays can occur because of weather, customs processing, local delivery conditions, peak postal periods or other circumstances within the carrier network.

If tracking has not updated for an unusually long period, please contact us and we will help investigate the shipment.

Kakao Tribe™ remains responsible for fulfilling its obligations as the seller, but we do not provide a separate Kakao Tribe™ guarantee of a specific delivery hour or date unless we have expressly agreed one with you.

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13. UK special delivery

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For UK orders, a Special Delivery option may be available at checkout.

This is an upgraded postal service and carries an additional delivery charge.

The service is fulfilled by the postal carrier, and any delivery estimates or service commitments associated with it are subject to that carrier's service terms and operational conditions.

Kakao Tribe™ does not independently guarantee a particular delivery time merely because Special Delivery has been selected.

If you later exercise a valid statutory right to cancel the order, reimbursement of the original delivery charge may be limited to the cost of our least expensive standard delivery option, in accordance with Regulation 34 of the Consumer Contracts Regulations 2013.

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14. Collection

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Where Collection is available at checkout, you may choose to collect your order personally.

Please wait until we confirm that your cacao is ready before travelling to collect it.

Where an order was concluded online, choosing Collection as the delivery method does not by itself remove any statutory consumer rights that otherwise apply to that online purchase.

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15. Safe place delivery instructions

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If you would like the courier to leave your parcel in a particular safe place when you are not at home, please let us know before dispatch.

Where the selected carrier and service allow it, we can add the requested delivery instruction.

We cannot guarantee that a carrier will accept or follow a safe-place instruction, as the final delivery decision may depend on the carrier's own rules and local delivery conditions.

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16. Incorrect or incomplete delivery address

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Customers are responsible for checking that the delivery address submitted with an order is complete and correct.

If you notice an error, please contact us immediately.

If the parcel has not yet been dispatched, we will do our best to update the address.

Once the parcel has entered the carrier network, we may no longer be able to change or redirect it.

If an order is returned because the customer supplied an incorrect or incomplete address, additional postage may be required before the order can be sent again.

Any refund will be handled in accordance with the consumer rights applicable to the order.

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17. Parcels marked as delivered

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If tracking shows that your parcel has been delivered but you cannot locate it, please first check:

• around the property;

• any nominated safe place;

• reception or concierge where applicable;

• with other members of the household; and

• with neighbours where appropriate.

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Please then contact us so that we can review the tracking information and, where appropriate, raise an enquiry with the carrier.

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18. Refused or uncollected parcels

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If you refuse delivery or fail to collect a parcel, please contact us.

Refusing a parcel or failing to collect it does not necessarily replace the requirement to notify us that you wish to exercise a statutory cancellation right.

Where a parcel is returned to Kakao Tribe™, we will wait until it physically arrives back with us before completing the return process where this is permitted by applicable law.

Once received, we will confirm that the parcel has returned and assess the condition of the products.

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19. International orders

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Orders shipped outside the United Kingdom may be subject to customs clearance and import requirements in the destination country.

Kakao Tribe™ is currently not registered for UK VAT and therefore does not add UK VAT to purchases made directly through our website.

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For international orders, the destination country may nevertheless impose:

• import VAT;

• customs duties;

• customs clearance charges;

• handling or administration charges;

• storage charges; or

• other fees imposed by customs authorities or the local carrier.

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Unless expressly stated otherwise at checkout, these charges are not collected by Kakao Tribe™ and are not part of the payment we receive for your order.

They are imposed by the destination country, customs authority or carrier.

The recipient is responsible for complying with local import requirements and for paying charges properly imposed by the relevant authority or carrier.

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20. International customs documentation

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For some international shipments, the recipient may be required to provide information or documents directly to customs authorities or the carrier.

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This may include, for example:

• confirmation of the purchase;

• identification details;

• import declarations;

• customs authorisation;

• a Power of Attorney authorising a carrier to complete customs clearance; or

• other documents required by the destination country.

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Where customs or the carrier requires information from Kakao Tribe™ as the sender, please tell us exactly what information is required and we will provide reasonable assistance.

The recipient remains responsible for documents, declarations or authorisations that must legally be completed by the importer or recipient personally.

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21. International parcels returned because customs or delivery requirements were not completed

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If an international parcel is returned to Kakao Tribe™ because:

• import duties, taxes or carrier charges were not paid;

• required customs documentation was not completed by the recipient;

• the recipient refused the parcel;

• the parcel was not collected; or

• the carrier was unable to complete delivery because of an issue requiring action from the recipient,

we will not complete the refund process until the parcel has physically returned to Kakao Tribe™.

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When the parcel arrives, we will confirm its return and assess the condition of the cacao and its packaging.

If the products remain unopened and in a condition suitable for return, we will calculate any refund due in accordance with the consumer law applicable to that order.

If the products return opened, damaged or in a condition that has materially reduced their value because of an act or omission attributable to the customer, this may affect the amount refundable where applicable law allows such a reduction.

A product will not automatically be treated as non-refundable solely because the carrier damaged the parcel during the return journey. The circumstances of the damage will be considered.

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22. Costs generated by failed international customs clearance or non-collection

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Import taxes, customs duties and administration charges paid directly by the customer to foreign customs authorities or carriers are not payments made to Kakao Tribe™ and therefore cannot be refunded by Kakao Tribe™.

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Where a carrier charges Kakao Tribe™ additional amounts because a parcel is returned to us following:

• non-payment of import charges;

• failure by the recipient to complete required import procedures;

• refusal of delivery; or

• failure to collect the parcel,

the treatment of those costs will depend on the mandatory consumer law applicable to the transaction.

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For UK consumers, Kakao Tribe™ applies the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

For consumers outside the United Kingdom, mandatory consumer protection laws in the customer's country may also apply and will not be excluded by this policy.

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23. Contact telephone number for international orders

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Some international carriers require a valid recipient telephone number in order to process the shipment, complete customs clearance or arrange delivery.

Where a contact telephone number is required and has not been supplied with the order, we may contact you before dispatch.

We may need to postpone dispatch until the required contact number is received.

If the required information is not provided, we may be unable to dispatch the order.

The telephone number will be used only where reasonably necessary in connection with shipment, customs clearance and delivery.

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24. Promotional discounts

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If an order was purchased using a promotional discount, any refund is based on the amount actually paid for the relevant goods after the discount was applied.

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25. How to arrange a return

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Please contact Kakao Tribe™ before sending a product back so that the return can be recorded and we can provide or confirm the appropriate return instructions.

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Please include:

• your name;

• your order number; and

• the reason for the return.

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For orders originally sent with Royal Mail, the Kakao Tribe™ return address is normally shown on the original shipping label under RETURN ADDRESS.

Please contact us before using that address so that we can confirm that it is still the correct return address for your order.

For orders shipped using another carrier, including DHL or DPD, please contact us to confirm the correct return address before sending the parcel.

Please package the returned product securely and retain proof of postage.

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26. Refund timing

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Where a statutory cancellation right applies, refunds will be processed within the timeframe required by the Consumer Contracts Regulations 2013.

Depending on the circumstances, we may be entitled to wait until the goods have been returned to us or until the customer provides evidence that the goods have been sent back.

Refunds will normally be issued using the same payment method used for the original purchase, unless otherwise agreed where permitted by law.

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27. Statutory consumer rights

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This policy explains how Kakao Tribe™ handles shipping, cancellations, returns, delivery issues and refunds.

It does not replace, restrict or exclude statutory consumer rights.

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For consumers in the United Kingdom, relevant legislation includes:

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including statutory rights relating to distance-selling cancellations, returns and reimbursement of standard delivery costs.

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Consumer Rights Act 2015, including rights relating to goods that are faulty, not as described or not of satisfactory quality.

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Customers outside the United Kingdom may also benefit from mandatory consumer protection laws applicable in their country of residence or the country to which the goods are supplied.

Where mandatory consumer law gives you greater rights than this policy, those statutory rights will apply.

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Contact

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If you have any questions regarding shipping, cancellation, returns or refunds, please contact Kakao Tribe™ using the contact details provided.

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Last updated: 1 November 2026

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Thank you for choosing Kakao Tribe™. We hope you enjoy your cacao and have a positive experience with your order.

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