Refunds & Returns Policy

Scope

This policy supplements article 3 of our terms of sale and applies to orders placed by individuals on the online shop www.vanilha-noire.com.

Perishable food product: an important exception

Our vanilla pods are a perishable food product, vacuum-packed. In accordance with Article L221-28 4° of the French Consumer Code, the right of withdrawal does not apply once the sealed packaging has been opened after delivery. A return or refund remains possible in the cases described below (error, non-conforming or defective product), regardless of whether the packaging has been opened.

Return for error, non-conforming or defective product

If you receive an incomplete, incorrect, damaged or non-conforming order, contact us within 48 hours of receipt at contact@vanilha-noire.com, with a photo of the product and your order number. Depending on the situation, we will offer you a replacement, a credit note or a refund.

Return under the right of withdrawal (unsealed product)

If the vacuum packaging has not been opened, you have 14 days from receipt of your order to exercise your right of withdrawal, in accordance with Article L221-18 of the French Consumer Code. To do so:

• Contact us at contact@vanilha-noire.com stating your order number.
• Return the product in its original, unsealed packaging.
• Return shipping costs are borne by the customer, except in the event of an error on our part.

Refund

Upon receipt and inspection of the returned product, we will confirm acceptance of the return by email. The refund is made using the same payment method used for the order, within a maximum of 14 days from receipt of the returned product, in accordance with Article L221-24 of the French Consumer Code.

Need help?

For any question relating to a return or refund, contact us at contact@vanilha-noire.com.