Refund policy

Refund and Return Policy

At KakóGull, we strive to ensure your satisfaction with our products. However, as we are selling food items (ceremonial cacao), our return policy is quite strict to maintain hygiene and safety standards, in accordance with Icelandic consumer laws. Please review our policy carefully.

Legal Right to Return

As per Icelandic law, consumers are entitled to a 14-day cooling-off period during which they can return products. However, this right does not apply to perishable goods (such as food, which includes our cacao products). Therefore, once your product has been delivered and opened, it cannot be returned or refunded unless it is defective, damaged, or not as described.

Return Eligibility

If you believe your product is eligible for a return, you must meet the following conditions:

  • The item must be unopened, unused, and in its original packaging.
  • The item must be returned within 14 days of receiving your order.
  • You must provide a valid receipt or proof of purchase.

Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods, including food products like our ceremonial cacao (opened or unopened).
  • Custom products (special orders or personalized items).
  • Personal care items (beauty products or anything that comes into direct contact with the skin).
  • Sale items or gift cards.

Damaged or Defective Items

If your product is defective, damaged, or incorrect upon arrival, please contact us immediately at info.risenthrive@gmail.com with detailed information and photos. We will assess the situation and provide instructions for returning the item at our cost, if applicable.

Return Process

  1. Contact Us First: To start a return, please email us at info.risenthrive@gmail.com within 14 days of receiving your product. Returns without prior authorization will not be accepted.
  2. Return Shipping: If your return is approved, you will be responsible for all return shipping costs, including packaging and courier fees. The return shipping address will be provided after your return request is authorized.
  3. Inspection of Returned Items: Once we receive the returned product, we will inspect it. If the return is approved, we will process the refund.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item (following the process above), and place a new order for the item you would like instead.

Refunds

Refunds will be processed once we have received and inspected the returned item. If your return meets the eligibility criteria, we will issue a refund to your original payment method. Please allow some time for your bank or credit card company to process and post the refund.

Shipping Fees

Shipping fees for returning products are the responsibility of the customer, except in cases where the item was defective or incorrect. Original shipping fees are non-refundable.

Contact Information

If you have any questions about our return policy or need assistance, feel free to contact us at info.risenthrive@gmail.com.