Refund policy
By purchasing from Heart Magic Cacao, you agree to the following terms of sale. Because our products are food items, strict return and refund guidelines are necessary to protect customer health and product integrity.
The Heart-Open Guarantee
We want you to feel good about trying Heart Magic. If this is your first order and it isn't right for you, contact us at support@heartmagiccacao.com within 30 days of delivery and we will refund your first order in full. No product return is required and there is no form to complete.
The Heart-Open Guarantee applies once per customer, to a customer's first order only. It does not apply to subsequent orders, subscription renewals after the first shipment, gift cards, or promotional or sale items, and it does not affect the food-safety-driven terms below, which continue to apply to all orders.
1. Outside of the Heart-Open Guarantee above, all sales are considered final. Refunds and replacements will only be considered in limited circumstances as outlined below.
2. Melted Cacao
We do our best to prevent melting by using insulated mailers, ice packs and 2 day shipping. Unfortunately, sometimes it does melt due to circumstances out of our control. The cacao is still perfectly good if it melts. If your cacao is melted, you can let it re-solidify, and then chop it into small pieces to make. This is the traditional way cacao is prepared. We do not offer returns for melted cacao.
2. Damaged, Defective, or Spoiled Products
If your order arrives damaged, defective, or spoiled, you must notify us within three (3) days of delivery at support@heartmagiccacao.com with your order number and supporting photos. Upon review, we may, at our sole discretion:
• Issue a replacement product, or
• Provide a refund to your original payment method.
3. Opened Products
Due to food safety regulations, we cannot accept returns or issue refunds for opened packages unless the product was verified defective or compromised upon delivery. Melted cacao is not considered defective; potency and quality remain intact and the product can be re-solidified.
4. Unopened Products
Requests to return unopened, sealed products will be reviewed on a case-by-case basis and must be made within seven (7) days of delivery. Approval is not guaranteed. Customers are responsible for return shipping unless the return is due to our error.
5. How to Submit a Request
To start a return, you can click here, create or log in to your account, request a return.
• Your order number
• A description of the issue
• Clear photo evidence (if applicable)
We review each request individually to ensure fairness while protecting food safety standards. Approved refunds are processed within 7–10 business days.
6. Non-Returnable Items
Gift cards, promotional items, and sale/clearance items are not eligible for return or refund.
7. Policy Updates
We reserve the right to update or modify this policy at any time. Updates will be posted on our website and effective immediately.
