Refund policy

Last updated: 29 April 2026

At Dose Cacao, we want your order to arrive safely and as expected. If there is an issue with your order, please contact us as soon as possible so we can review it and help resolve the matter.

Because our products are food products, we do not accept returns for change of mind. However, nothing in this policy limits your rights under the Australian Consumer Law.


Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement, refund or other remedy if a product is faulty, unsafe, not as described, not of acceptable quality, or otherwise fails to meet a consumer guarantee.


Change-of-mind returns

Due to the nature of food products, we do not offer refunds, returns or exchanges if you:

  • change your mind;
  • order the wrong product;
  • no longer want the product;
  • find the product cheaper elsewhere;
  • do not like the taste or texture after opening or trying the product.

This does not affect your rights under the Australian Consumer Law.


Damages, faults or incorrect items

Please inspect your order when it arrives and contact us promptly if:

  • your order is damaged;
  • the product appears unsafe or contaminated;
  • you receive the wrong item;
  • an item is missing;
  • the product is significantly different from what you ordered;
  • the product appears faulty or not of acceptable quality.

To help us assess the issue, please email us at hello@dosecacao.com.au with:

  • your order number;
  • your name;
  • a brief description of the issue;
  • clear photos of the product;
  • clear photos of the packaging.

We will review the issue and, where appropriate, offer a replacement, refund, store credit or another remedy in accordance with your rights under the Australian Consumer Law.


Cacao bloom, heat and natural variation

Dose Cacao products are made with cacao, which is naturally sensitive to temperature, humidity, handling, transport and storage conditions.

Cacao products may naturally develop bloom, including light marks, streaks, dullness, white or greyish coating, surface spotting, texture changes, softening or changes in snap and finish. Bloom can occur when cacao butter or sugar crystals move to the surface due to temperature changes, humidity, storage conditions or handling during delivery.

Bloom is generally a cosmetic or texture-related change and does not necessarily mean the product is unsafe, faulty or unsuitable for consumption.

We take reasonable care when preparing, packing and dispatching our products. However, once an order is in transit, we cannot control delivery conditions, courier handling, time spent in vehicles, parcel lockers, mailboxes, depots, doorsteps, warm rooms or other environments.

We do not offer refunds, returns or replacements solely because a product has developed bloom, light marking, dullness, softening, minor shape changes or other heat-related cosmetic changes, unless the product is unsafe, severely damaged, not as described, or otherwise fails to meet a consumer guarantee.


Storage after delivery

You are responsible for collecting your order promptly after delivery and storing it correctly.

We recommend storing Dose Cacao products in a cool, dry place away from direct sunlight, heat, moisture and strong odours.

Do not leave products in a hot car, mailbox, parcel locker, direct sunlight, warm room or other heated environment.

We are not responsible for product damage, bloom, melting, texture changes or quality issues caused by incorrect storage or delayed collection after delivery.


Non-returnable items

Unless required by law, we do not accept returns of:

  • opened food products;
  • used or partially consumed products;
  • products damaged after delivery;
  • products stored incorrectly;
  • products returned without prior approval;
  • sale items;
  • gift cards.

Please contact us if you are unsure whether your item is eligible for a return, refund or replacement.


Exchanges

We do not generally offer exchanges for food products.

If you ordered the wrong product, you may place a new order. If we supplied the wrong product, please contact us so we can resolve the issue.


Return process

Please do not send any product back to us without contacting us first.

To request a return, refund or replacement, please email:

hello@dosecacao.com.au

Please include your order number, details of the issue and photos where relevant.

If we approve a return, we will provide instructions on how and where to send the product. Items sent back to us without first requesting a return may not be accepted.


Refunds

If your refund is approved, we will process it back to your original payment method.

Please allow time for your bank, card provider or payment platform to process and post the refund.

Shipping costs may not be refundable unless required by law or unless the issue was caused by us.


Contact us

For any return, refund or order issue, please contact us:

Dose Cacao
Queensland, Australia
Email: hello@dosecacao.com.au