Shipping & Refunds Policy

1. Order Confirmation

1. An email confirmation is sent to your email address after placing your order. Please keep this email as proof of your purchase.
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2. Order & Shipment Processing Time

1. Processing time refers to the time it takes to prepare your order for shipping. After your payment is authorised and verified, all orders are generally processed within 1-2 business days. We will contact you if for some reason there are any delays. Business day means Monday to Friday, except public holidays.
2. Orders are not processed and dispatched on Fridays, Saturdays, Sundays and public holidays to avoid shipment being stuck in transit.
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3. Shipment Locations

1. We ship domestic, anywhere in Australia, only. We do not ship internationally.
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4. Shipment Rate & Delivery Estimates

1. We endeavour to get your order to you as soon as possible. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.
2. All orders are sent with Australia Post and Express Post with estimated delivery times of 1-2 business days to the flat rate cost of $10.95.
3. Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
4. We will not be responsible for wrong shipping address if you provide incorrect information.
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5. Warm Weather & Product Care

1. We use ingredients without adding preservatives and stabilisers which means our products can be heat sensitive. Once the product leave us, we no longer control the temperature and handling in transit. We want you to receive your product in the same way that we packaged and dispatched it but we cannot take responsibility for spoiled product due to warm weather.
2. All products should be stored away from direct sunlight and below 21C.
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6. Shipment Tracking

1. We aim to provide visibility and transparency throughout the shipment process. For all orders delivered within Australia, you will receive an email with a link to track your shipment once your order is dispatched.
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7. Damages

1. If there is any damage to the product and/or the packaging during delivery, please contact us within 2 days from the date of receiving the product and/or the packaging at hello@tildaandcacao.com.au.
2. Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product. We will arrange to refund or replace the damaged product, provided that you have contacted us within 2 days from the date of receiving the product.
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8. Missing or Lost Shipment

1. There are several reasons why a shipment gets lost or becomes a deliver exception. We’ve found that, more often than not, the shipment is either in the building or with a neighbour. We politely request you to look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your shipment, please contact us at hello@tildaandcacao.com.au.
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9. Refunds

1. If you wish to refund or replace the order, please contact us within 2 days from the date of receiving the order at hello@tildaandcacao.com.au.
2. We offer refunds and replacements in accordance with the Australian Consumer Law and any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
3. We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.
4. Notwithstanding the other provisions of this Policy, we may refuse to provide a refund or replacement for a product or service purchased by you if you misused the said product in a way which caused the problem; you knew or were made aware of the problem(s) with the product before you purchased it; You asked for alterations to a product, against our advice, or you were unclear about what you wanted plus any other exceptions that apply under the Australian Consumer Law.
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10. Shipping Costs for Refunds

1. In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any shipiping cost the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.
2. If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a refund or replacement under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
3. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a refund or replacement under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
   
4. In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a refund or replacement under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
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11. Refund & Replacement Response Time

1. We aim to process any requstes for refunds or replacements within 7-10 business days of receipt of request.
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12. How to Return Products

1. Please contact us at hello@tildaandcacao.com.au to discuss a refund or replacement.
   
2. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
3. To be eligible for a replacement or refund, you must provide proof of purchase.
   
4. You may be required to provide a government issued identification to qualify for a replacement or refund.