Natural Vanilla Refund Policy
We recommend purchasing the sampler size of our products so that testing and trials can be conducted to confirm the products suitability to your requirements prior to purchasing larger quantities. If there are any issues with our products refunds will be gladly made in accordance with the following policies:
A refund on the product purchase price (minus the delivery cost) will be provided if within 30 days of receipt of the product we are notified of the intention to return the product for a refund.
As with all food products once the packaging has been opened we cannot accept returns unless the product was received in a spoiled state and is unsuitable for consumption.
For return of products the cost of returning the product is at the expense of the purchaser.
Once your product return is received and inspected we will send you an email to notify you that we have received your returned product and the decision for approval or rejection of your refund.
If you are approved for a refund it will be processed and a credit will automatically be applied to your PayPal account or bank transfer made to your nominated account within 5 business days of the refund approval notification.
Product exchanges can be made with approval for the exchange provided once the returned product has been received and inspected.
Payment adjustment for exchanges will be concluded prior to the replacement product being sent.
We have tracking and insurance cover on all of our deliveries and are required to provide our courier notice within 24 hours of receipt of the delivery if it was damaged in transit.
In the unlikely event that product is damaged in transit by the courier the receiver must notify us by email within the 24 hours so that we can meet the notification time limit of the courier for lodging the insurance claim.
In the unlikely event that the product is lost by the courier the receiver must notify us that the delivery has not been received so that we can initiate a search or insurance claim with the courier.
A tracking number is provided for all deliveries and it is the receivers responsibility to monitor the progress of their delivery and to notify us of any issues.
The insurance process for lost or damaged deliveries can be a drawn out process and in the unlikely event that this situation arises we request that customers are patient throughout the process.
Once we have notification from the courier that the insurance claim for the lost or damaged delivery is approved we will send a replacement order as soon as practical to the affected customer whilst we finalise the claim concurrently.