ZUCCHERO CANADA
Return & Refund Policy
Canada Cacao Company Inc. ("Zucchero Canada") · Last updated June 15, 2026
We want you to be happy with your purchase. This policy explains how returns, refunds, and exchanges work. It applies together with our Shipping Policy and — for business, machinery, freight, special-order, and wholesale purchases — our Sales Terms & Conditions, which govern where there is any conflict. Nothing in this policy limits or removes any rights you have under applicable consumer protection law.
1. Who does this apply to
This policy applies to consumers (personal use) and to business, professional, and wholesale customers (B2B). Some terms differ between the two, as noted below.
2. Return window
You may request a return within 30 days of delivery, subject to the conditions below.
3. Condition of returned items
Items must be unused, in their original condition and packaging, with all parts, manuals, and accessories, and in resalable condition. This does not apply to items that are defective or not as described (see Section 7).
4. How to start a return — authorization required
Contact us first at sales@zuccherocanada.ca or +1 (587) 774-8873 to request a return authorization, and include your proof of purchase (order number or receipt). Please do not ship items back without authorization. Approved returns must be shipped back to us within 14 days of authorization; after that, the authorization expires. Approved returns are sent to:
Returns — Zucchero Canada, Unit M-1023, 36 Bowridge Dr. NW, Calgary, AB T3B 2T9, Canada.
5. Return shipping
- Change of mind / no longer needed: you arrange and pay the return shipping.
- Defective, damaged in transit, not as described, or our error: we cover return shipping (we will provide a prepaid label or reimburse the reasonable cost) — see Section 7.
6. Restocking fee
A restocking fee of up to 15% may apply to change-of-mind returns, at our discretion — we review each return individually and may reduce or waive it. No restocking fee applies to items that are defective, damaged in transit, not as described, or returned because of our error.
7. Defective, damaged, or not-as-described items (and your consumer rights)
If your item arrives defective or not as described, contact us promptly. For damage or loss that happens in transit, the inspection and reporting steps in our Shipping Policy apply: inspect on arrival, note any visible damage on the carrier's delivery receipt before signing, keep all packaging, and report visible damage, shortage, or non-arrival within 24 hours, and concealed damage within 5 calendar days, of delivery, with photos (food and perishable orders: within 24 hours). This helps us file a claim and resolve it quickly. At our option, or as required by law, we will repair, replace, or refund the item, and you will not pay return shipping or any restocking fee. Minor cosmetic marks that do not affect how an item works, and delays outside our control, are not covered. These remedies are in addition to your rights under applicable consumer protection and sale-of-goods law, which we do not limit.
8. Refunds
Once we receive and inspect your return, we will notify you and, if approved, issue your refund to the original payment method, normally within 10 business days. Original shipping charges are non-refundable, except where the item was defective or we made an error. Card processing times vary by bank.
9. Non-returnable items
For safety and other reasons, the following are final sale and cannot be returned, unless they are defective or not as described:
- Food and ingredient products (flour, cocoa, chocolate, cocoa butter, and similar) — for food-safety reasons, we cannot accept returns once they have left our control. If a food order arrives damaged or does not arrive, see our Shipping Policy — we will replace or refund it for retail customers.
- Special-order, pre-order, and made-to-order products produced or ordered specifically for you (for machines and equipment, see Section 10).
- Items clearly marked "final sale," and the product collections identified as final sale at checkout.
- Gift cards.
- Opened consumables or hygiene-sensitive items where a seal has been broken.
10. Machines and equipment — final sale (except defects or our error)
Machines and commercial equipment are high-value items, and many are ordered or built specifically for you. For this reason, all machines and equipment are sold as final sale: they cannot be returned, cannot be canceled once they have shipped, and cannot be refunded for a change of mind, buyer's remorse, incorrect selection, or because you no longer need the item. This applies to both consumers and business customers.
If a machine arrives with transit damage, this must be noted on the delivery receipt or bill of lading before you sign, and reported to us within 24 hours of delivery — or, for concealed damage not visible at delivery, within 5 calendar days — with photos, with all crating and packaging kept for inspection. A machine signed for without noting damage may not be eligible for a transit claim. Minor cosmetic marks that do not affect operation are not covered.
If a machine is defective or does not work as described, we will repair, replace, or refund it, or address it under the manufacturer's warranty, and you will not pay return shipping or any fee. Nothing in this section limits your statutory rights as a consumer.
Because these orders are final, please confirm the model, voltage, electrical and site requirements, and dimensions before ordering, and contact us with any questions first. For business customers, machines and equipment are also governed by our Sales Terms & Conditions.
11. United States returns
For U.S. orders, please contact us first for authorization and return instructions. We refund the product price as set out above. Duties and taxes already paid on delivery are refunded only where required by law, or where the return is due to a defect or our error.
12. Exchanges
Would you like a different item? The quickest way is to return the original (following this policy) and place a new order. Contact us, and we will help.
13. Cancellations before shipping
You can cancel most orders for a full refund before they ship. However, special-order and made-to-order items, as well as machines and equipment, may not be cancellable once the order has been placed with the manufacturer — see Section 10 and our Sales Terms & Conditions.
14. Québec / French
This policy is available in French. Cette politique est disponible en français.
15. Contact
sales@zuccherocanada.ca · +1 (587) 774-8873 · Toll Free +1 (877) 741-8251 · Mon–Fri 9–5 MST.
Zucchero Canada / Canada Cacao Company Inc. · 8508 Wentworth Dr. SW, Calgary, AB T3H 5V3 · GST/HST 746987700RT0001
