Refund policy

Last Updated: May 2025

At Isla De Cacao, we take pride in the quality of our chocolate and cacao products and want every customer to have a positive experience. Because our products are food items and some are temperature-sensitive, we have specific guidelines for returns, refunds, and replacements.

By placing an order with Isla De Cacao, you acknowledge and agree to the terms of this Return and Refund Policy.

1. Food Products and Returns

For food safety and hygiene reasons, food products generally cannot be returned once they have been delivered to the customer.

We cannot accept returns of products that have been opened, consumed, partially consumed, or improperly stored after delivery.

If you receive a product that is incorrect, damaged, defective, or missing from your order, please contact us promptly so that we can review the issue and determine the appropriate resolution.

2. Eligible Refunds and Replacements

Depending on the circumstances, Isla De Cacao may approve a refund or replacement when:

  • You received the wrong product.

  • An item is missing from your order.

  • A product arrived damaged.

  • A product arrived defective.

  • The product was materially different from what was ordered.

  • The product appears unsafe or unsuitable for consumption upon delivery due to an issue attributable to our handling or fulfillment.

Each request will be reviewed individually.

Where appropriate, Isla De Cacao may provide one of the following resolutions:

  • Replacement of the affected product.

  • Replacement of the affected item with an equivalent product.

  • Store credit, where agreed upon with the customer.

  • Partial refund.

  • Full refund for the affected product or order.

The resolution provided will depend on the nature and circumstances of the issue.

3. Reporting Damaged, Incorrect, or Missing Items

Customers must contact Isla De Cacao within 48 hours of delivery to report any damaged, defective, incorrect, or missing item.

To help us investigate and resolve your concern efficiently, please provide:

  • Your order number.

  • The name and contact information used for the order.

  • Clear photographs of the product.

  • Clear photographs of the product packaging.

  • Clear photographs of the shipping box or parcel, including any visible damage.

  • A brief description of the issue.

  • Any other information reasonably requested by our customer service team.

We recommend keeping the affected product, packaging, and shipping materials until your concern has been reviewed and resolved.

Failure to report an issue within 48 hours may affect our ability to verify the condition of the product upon delivery. However, nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable Philippine law.

4. Chocolate Melting and Temperature-Related Changes

Chocolate is naturally sensitive to heat and temperature fluctuations.

During warm weather, extended transportation, or exposure to high temperatures, chocolate may:

  • Soften or partially melt.

  • Develop minor surface discoloration or "bloom."

  • Lose its original shape.

  • Show other minor cosmetic changes.

These changes may occur even when the product has been properly prepared and packaged.

Minor cosmetic changes or melting caused solely by normal temperature conditions during transportation generally do not qualify for a refund or replacement, provided the product remains safe and suitable for consumption.

Customers are encouraged to consider local weather conditions and choose appropriate delivery arrangements when ordering temperature-sensitive products.

If you believe that a product has been significantly damaged by heat or is unsafe to consume upon arrival, please contact us within 48 hours of delivery and provide photographs and details of the condition of the product. We will review the circumstances and determine whether a refund or replacement is appropriate.

5. Products Damaged During Delivery

If your order arrives visibly damaged, please photograph the parcel and its contents before disposing of or discarding any packaging.

If the damage appears to have occurred during transportation, Isla De Cacao may coordinate with the applicable courier or shipping provider to investigate the matter.

Depending on the circumstances and the outcome of the review, we may offer a replacement, refund, or another appropriate resolution.

6. Incorrect or Missing Items

If you receive an item that you did not order, or an item is missing from your order, please contact us within 48 hours of delivery.

After verifying the order, Isla De Cacao may:

  • Send the correct or missing item, subject to availability.

  • Provide an equivalent replacement.

  • Issue a refund for the affected item.

  • Provide another appropriate resolution agreed upon with the customer.

If you received an incorrect item, please do not consume or dispose of it until we have reviewed your request and provided further instructions.

7. Order Cancellation

If you need to cancel an order, please contact Isla De Cacao as soon as possible after placing the order.

Cancellation requests are subject to the status of the order.

If your order has not yet been processed or prepared, we may be able to cancel the order and issue a refund, subject to any applicable payment-processing conditions.

Once an order has been prepared, dispatched, or handed over to the courier, cancellation may no longer be possible.

Custom, wholesale, bulk, or specially prepared orders may be subject to separate cancellation terms agreed upon with the customer before production or fulfillment begins.

8. Refund Processing

Once a refund has been approved, Isla De Cacao will initiate the refund through the applicable payment method.

Refund processing times may vary depending on the payment provider, bank, card issuer, or other financial institution involved.

Although Isla De Cacao will initiate an approved refund promptly, we cannot control the processing time imposed by third-party payment providers.

9. Shipping Fees

Original shipping fees may not be refundable unless the issue is attributable to an error or failure on the part of Isla De Cacao, or otherwise required by applicable law.

Additional shipping costs associated with incorrect or incomplete delivery information provided by the customer may be charged to the customer.

Where Isla De Cacao agrees to replace an item due to an incorrect, damaged, or defective product attributable to our fulfillment, we will determine the appropriate shipping arrangement on a case-by-case basis.

10. Non-Refundable Situations

Refunds or replacements generally will not be provided for:

  • Change of mind after an order has been processed or shipped.

  • Incorrect or incomplete delivery information provided by the customer.

  • Failed delivery resulting from the recipient being unavailable, where applicable.

  • Products that have been improperly stored after delivery.

  • Products that have been opened, consumed, or partially consumed, except where required by applicable law.

  • Minor cosmetic changes caused by normal temperature fluctuations during transportation.

  • Normal chocolate bloom that does not affect the product's safety or suitability for consumption.

  • Delays caused by circumstances outside Isla De Cacao's reasonable control.

This section does not limit any consumer rights that cannot legally be excluded under applicable Philippine law.

11. Wholesale, Bulk, and Custom Orders

Wholesale, bulk, export, and custom orders may be subject to different payment, production, shipping, cancellation, return, and refund arrangements.

Where applicable, these terms will be discussed and agreed upon with the customer before the order is confirmed.

For such orders, the agreed terms may take precedence over the standard provisions of this policy to the extent permitted by applicable law.

12. How to Request a Refund or Replacement

To submit a refund or replacement request, please contact Isla De Cacao using the contact information provided on our website.

Please include:

Subject: Refund / Replacement Request — Order #[Order Number]

  • Order number

  • Customer name

  • Date of delivery

  • Description of the issue

  • Photos of the product

  • Photos of the packaging and shipping parcel

  • Any relevant supporting information

Our team will review your request and contact you regarding the appropriate resolution.

13. Our Commitment to Customers

We understand that issues can occasionally occur during production, packing, or delivery. Our goal is to handle legitimate concerns fairly, promptly, and reasonably.

If you experience a problem with your order, please contact us first. We will do our best to understand what happened and work with you toward an appropriate solution.

14. Contact Us

For questions regarding this Return and Refund Policy or to submit a refund or replacement request, please contact Isla De Cacao through the contact information provided on our website.

We appreciate your trust and support and thank you for choosing Isla De Cacao.