Refund policy
Return Policy
At Sumay Cacao, we are committed to offering products of the highest quality. Due to the nature of our food products and for hygiene and food safety reasons, the following return policy applies.
Non-Returnable Products
Right of Withdrawal
In accordance with European consumer protection regulations (Directive 2011/83/EU), the right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly, nor to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed after delivery.
As our products are food items intended for direct consumption, this exception applies.
Damaged or Defective Products
If you receive a product that is damaged, defective, or compromised during transport, please contact us within 48 hours of receiving your order. We will require:
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Order number
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Photographs of the product and packaging
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A detailed description of the issue
Each case will be reviewed individually. If confirmed, we will send a replacement product or issue a full refund where appropriate.
Incorrect Orders
If you receive an incorrect product due to our error, please contact us immediately. We will send the correct product at no additional cost.
Refunds
Refunds will only be processed in cases of defective or damaged products, or errors in shipment on our part.
Once approved, refunds will be processed within 7–10 business days using the original payment method.
The customer is responsible for return shipping costs, except in cases of defective products or shipping errors attributable to us.
Quality Guarantee
All our ceremonial cacao products are carefully selected, processed, and packaged according to the highest quality standards. Each batch is inspected prior to shipment to ensure it arrives in perfect condition.
Contact
For any questions, claims, or issues related to your order, please contact our customer support team through our contact page. We are here to assist you.
