If for any reason your product is faulty, incorrect or arrives damaged, please email us at info@thecocoaprovider.com.au, accompanied with photographs and your order number.
Notification must be made within three (3) days of receiving your order. No claims will be accepted after three (3) days from receipt of goods.
After a claim has been made, the return must be sent within fourteen (14) days.
Change of Mind Returns & Cancellations
We can accept returns and order cancellations for incorrect choices or change of mind, for a store credit. We do not provide refunds for change of mind returns or order cancellations.
If you would like to arrange a return, please email us at info@thecocoaprovider.com.au within thirty (30) days with your order number, and the items you wish to return, and we will issue you with a Return Authority Number.
A Return Authority Number must be received from The Cocoa Providerprior to returning any products. No credits will be issued without a Return Authority Number.
Product(s) must be returned in their original packaging and must be unopened, unused, and undamaged.
Customers are liable for return postage charges.
Return requests must be made within thirty (30) days from receipt of your order. We are unable to accept any return requests made after this timeframe.
Unclaimed or Returned Orders
Unclaimed
If you fail to collect your order from the post office within the Post Offices stipulated time-frame (usually 1 week), it will be returned to us.
Incorrect Address
If your order undelivered due to an incorrect address, it will be returned to us.
If you would like your order re-shipped to you, you will be liable to pay a re-shipping fee equal to the amount of the original shipping cost on your order. Where free shipping was received, you will be liable to pay a re-shipping fee as calculated by us based on the weight, size, and classification of your order.
Any unclaimed or returned parcels that you would prefer to receive a store credit for instead of being re-shipped, will have a $5.00 return/admin fee applied.
If your order is returned to us and we do not have any response from you after 14 days of our attempted contact, your order will be cancelled and applied as a store credit, less the original cost of shipping, and a $10.00 return fee.
We do not provide refunds for unclaimed or returned orders.
