Refund policy
We want to ensure you are entirely satisfied with your purchase from Grounded Cup, however, please note we do not offer refunds for opened or consumed items. If you are unsure if an item is right for you, please get in touch as we would be happy to guide you and answer any questions. Hello@groundedcup.com.au
For a change of mind:
We do not accept returns for a change of mind. If you have any questions before purchasing, we would be happy to help, simply get in touch with us!
For blue lotus oil and pink clay masks:
- Please note: As everyone’s skin is unique, we recommend patch testing before use. Unfortunately, we’re unable to offer refunds or exchanges for reactions or sensitivities. Please email us with any questions prior to purchase hello@groundedcup.com.au
For damaged, defective or incorrect orders:
We know how frustrating it is when goods arrive damaged, defective or incorrect. If this has been your misfortune we look forward to rectifying it immediately for you. Please contact our customer experience team at hello@groundedcup.com.au where we will happily address your concern and resolve it as quickly as possible. We encourage you to include a photo of the issue in your email.
Shipping Policy:
We do not accept responsibility for any third-party partners or operators such as Australia Post for any damage, loss, melting, or delay in delivery times. If you would like to purchase postage insurance please get in touch prior to purchase hello@groundedcup.com.au
All refunds and exchanges will require proof of purchase before processing by our team.
Cacao and heat during transit - Melting.
All care is taken to ensure your cacao arrives to you in perfect condition, however, there are some things to be aware of. Our Cacao can endure long journeys and just like chocolate cacao has a risk of melting.
In the rare occurrence that your cacao has melted, it is perfectly fine to consume, we recommend placing it in the fridge for 30-60 minutes to reset and simply grate or cut up the cacao to enjoy.
In the instance that you believe it is not consumable, please take photos of your cacao delivery and contact us within 3 days of receiving your product at hello@groundedcup.comau and we will ensure we resolve the issue and refund or replace the cacao as quickly as possible.
If your cacao has not melted but looks discoloured, this is completely normal. Natural ingredients like fat can move around, so your cacao can have an array of brown colouring layers throughout, sometimes leaving a light chalky-like colour on top. Cacao is not always one solid brown-looking colour like chocolate.
Pre- Order Notice:
Products labelled as 'pre-order' will be clearly marked in the title on the product page, and the product description will include an estimated arrival date. We strive to dispatch pre-ordered items within 2-3 business days of stock arriving at our dispatch station.
To confirm whether you have ordered a pre-order item, refer to your order confirmation email where the product titles will be marked as 'pre-order'.
Please note that if your order contains both pre-order and in-stock items, they will be shipped together once the pre-order item is available.
For our shipping costs and policies see here.