Refund policy
Returns and Refund Policy
At TruSelf Collective, we take great care in preparing and packaging every order.
Due to the nature of our food products, we are unable to accept returns or exchanges on ceremonial cacao once it has been dispatched.
If your order arrives damaged, incorrect, or faulty, please contact us within 7 days of receiving your order at hello@truselfcollective.com.au and include your order number and photographs of the issue. We will work with you to arrange a replacement or refund where appropriate.
For non-food items such as cups and accessories, returns may be accepted within 14 days of delivery provided the item is unused and returned in its original condition. Return postage costs are the responsibility of the customer unless the item is faulty or supplied incorrectly.
Please contact us before returning any items.
We are committed to ensuring you have a positive experience with TruSelf Collective and will always do our best to find a fair solution.
Shipping Policy - While we take great care in preparing your cacao for shipment we are not responsible for any damage, loss, melting, or delays caused by third-party services such as Australia Post.
Cacao and Heat During Transit - Melting - All care is taken to help your cacao reach you in beautiful condition. However, as with chocolate, cacao can be sensitive to heat and may melt during transit especially when temperatures exceed 35°C.
If your cacao melts it is perfectly safe to consume and retains its magic. Simply place it in the fridge for 30–60 minutes to reset, then grate or chop it as usual infusing with your intentions.
If you are located in a hot region we strongly recommend selecting express post to minimise heat exposure.
In the rare event you believe your cacao is no longer consumable please email us at hello@truselfcollective.com.au within 3 days of receiving your order with photos attached. We will assess and either refund or replace your cacao promptly.
Cacao Bloom – Natural and Beautiful - If your cacao appears discoloured (white streaks or spots) please know this is completely natural. It is called cacao bloom and is a normal process where the cacao's fats (cacao butter) rise to the surface. It does not affect the quality, safety, or flavour of your cacao - it’s part of its unique beauty. You can learn more about cacao bloom on our [FAQ page].