Refund policy
Returns
We hope you'll love your Tallow & Cacao products. However, we understand that sometimes you may change your mind.
For eligible online purchases, you normally have 14 days from receiving your order to tell us that you wish to cancel and return it.
After telling us you wish to cancel, you have a further 14 days to send the product back to us by post. You do not need to give a reason for cancelling an eligible online order.
Important – Once the Seal Is Broken
Because Tallow & Cacao is a skincare product that comes into contact with the skin, hygiene and product safety are extremely important to us.
Once the protective hygiene seal on your Tallow & Cacao product has been broken or removed, we cannot accept the product back as a change-of-mind return.
To be eligible for a change-of-mind return, your product must be:
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Unused
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Unopened
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In its original packaging
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In a condition suitable for resale
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With the protective hygiene seal completely intact
If the seal has been broken or removed, we cannot accept the return.
This does not affect your statutory rights if your product is faulty, damaged, defective or you have received the wrong item.
How to Request a Return
Before returning anything, please contact us at:
Please include:
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Your full name
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Order number
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Product you would like to return
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Reason for the return (optional for a change-of-mind cancellation)
We'll then provide you with the appropriate return instructions.
Please don't send products back without contacting us first.
Return Postage
If you're returning an eligible unopened product because you've changed your mind, you will be responsible for the cost of returning it unless we tell you otherwise.
If we've sent you an incorrect product, or your product is faulty or damaged, please contact us before returning it so that we can arrange the appropriate solution and cover reasonable return postage costs.
We recommend obtaining proof of postage when returning an item.
Exchanges
We do not offer change-of-mind exchanges. Please return an eligible product for a refund and place a new order if you wish. This does not affect your rights to a replacement or other remedy if a product is faulty, damaged or incorrectly supplied.
Refunds
We process refunds for eligible returns within 5 working days of receiving the returned product, using your original payment method. Working days are Monday to Friday, excluding UK bank holidays.
Refunds for eligible online cancellations will be made without undue delay and, in any event, within 14 calendar days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier.
We do not charge a restocking fee for eligible returns.
For an eligible cancelled order, any applicable standard delivery charges will also be refunded in accordance with your consumer rights.
If you selected a more expensive delivery service than our standard delivery option, any additional delivery cost may not be refundable.
Your bank or payment provider may take additional time to show the refund after we have processed it.
Faulty or Damaged Products
Your legal rights are separate from our change-of-mind returns policy.
The broken-seal rule does not apply where a product is faulty, damaged, defective or incorrectly supplied.
If you believe there is something wrong with your product, please contact us rather than disposing of it.
Where appropriate, we'll arrange a refund, replacement or another suitable resolution.
Allergic Reactions or Skin Irritation
Everyone's skin is different, which is why we recommend carrying out a patch test before first use.
If irritation or an allergic reaction occurs, discontinue use immediately.
If you experience a reaction and would like to tell us about it, please contact us with your order number and as much information as possible so that we can investigate the matter properly.
Contact Us
If you have any questions about a return or refund, please contact us:
Tallow & Cacao
Email: hello@tallowandcacao.co.uk
Website: www.tallowandcacao.co.uk
Address: 15 Park Highatt Drive, Shipdham, Thetford, Norfolk, IP25 7LG
We're a small Norfolk business and we'll always do our best to help.
Tallow & Cacao
Made in Norfolk.
Simple ingredients. Thoughtfully made. From our family to yours.