Refunds & Returns
If your order arrives damaged, incorrect or incomplete, we will make it right. Because vanilla beans are a food product, we cannot accept returns for a change of mind once an order has been sent.
When we can help
- The parcel or product arrived damaged.
- You received the wrong product, size or quantity.
- Part of your order is missing.
- The product shows a quality problem on arrival, such as mould.
How to report a problem
- Message us on WhatsApp within 2×24 hours of receiving your parcel.
- Include your order code (it starts with VL-), clear photos of the product and packaging, and an unboxing video recorded from the moment the sealed parcel is opened. Claims without an unboxing video cannot be processed.
- Please keep the product and packaging until we have reviewed your report.
How we resolve it
After reviewing your report, we will send you a replacement. If a replacement is not possible, we will refund you by bank transfer within 7 working days.
We cover the cost of shipping the replacement to you. If we ask you to send the original item back, the return shipping is at your cost, so the shipping is shared between us.
What we cannot accept
- Returns for a change of mind after dispatch.
- Products that have been opened, used or stored in a way that does not follow our storage guidance, unless the problem existed on arrival.
- Reports made more than 2×24 hours after delivery.
Vanilla beans are a natural product. Small differences in length, colour, moisture and appearance between pods and harvests are normal and are not considered defects.
Business and wholesale orders
Wholesale, sample and white-label orders follow the terms agreed in your quotation.