Refund policy

Cacaos – Return and Refund Policy
Last updated: December 21, 2025

Thank you for shopping with Cacaos. Our return and refund policy is designed to provide a clear and transparent experience. Please review the details below regarding eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope & Contact Information

For any questions regarding returns or refunds, please contact:

Email: info@trycacaos.com

Policy Overview

  • Return window: 14 days from delivery date

  • Refund processing time: Up to 10 business days after inspection

  • Return shipping costs: Paid by the customer unless the item is defective or incorrect

Order Cancellations

Orders may be canceled within 2 hours of purchase by contacting our support team.
If the order has already shipped, the return process outlined below must be followed.

Return Eligibility

Returns are accepted under the following conditions:

  • Timeframe: Return requests must be initiated within 14 days of delivery

  • Condition: Products must be unused, unopened, and in original packaging

  • Proof of purchase: Order number or receipt required

  • Exceptions:

    • Opened dietary supplements and hygiene-sensitive products are non-returnable

    • Personalized or custom products are non-returnable

Return Instructions

  1. Contact support
    Email support@neurovital.com with your order number, reason for return, and photos if applicable.

  2. Receive authorization
    Our team will review your request and provide return authorization and instructions.

  3. Secure packaging
    Items must be returned with original packaging and labels intact.

  4. Ship the item
    Use a trackable shipping service.
    Return shipping costs are the customer’s responsibility unless the product is defective or incorrect.

Refunds

  • Inspection: Returned items are inspected within 7 business days of arrival

  • Approval notice: You will be notified if your refund is approved or denied

  • Processing: Approved refunds are issued within 10 business days to the original payment method

  • Bank processing: Additional processing time may apply depending on your bank or card provider

Exchanges

We offer exchanges only for defective or incorrect items.

  • Contact us within 14 days of delivery

  • If you ordered the wrong product, please return it and place a new order separately

Exceptions & Special Cases

  • Defective or damaged items:
    Must be reported within 48 hours of delivery. We will cover return shipping and offer a replacement or refund.

  • Incorrect items received:
    We will cover return shipping and send the correct product at no additional cost.

  • Lost packages:
    If your order does not arrive within the estimated timeframe, contact us so we can initiate a carrier investigation.

Processing Timelines

  • Return request initiation: within 14 days of delivery

  • Inspection period: up to 7 business days

  • Refund issuance: within 10 business days after inspection

Return Address

Authorized returns must be sent to:

(Returns sent without authorization may be refused.)

Medical Disclaimer

Results may vary. Products sold by Cacaos are not intended to diagnose, treat, cure, or prevent any disease.
This policy does not replace medical advice. Always consult a qualified healthcare professional before use.