Refund & Returns Policy

1. Return eligibility

This policy applies to vanilla products purchased directly from vanillaatlas.com. Vanilla Atlas is the trading brand of PT Karaban Valley Lestari, Indonesia.

We accept returns only for products that arrive damaged, defective, spoiled or incorrect (the wrong product or quantity). Report the issue within 14 calendar days of receiving your order.

Because vanilla is a food product, we do not accept returns or exchanges for a change of mind, including for unopened products. Please check the product description, grade and net weight before ordering. This policy does not restrict any right that cannot lawfully be excluded under mandatory consumer law.

2. An issue with your order

If your vanilla arrives damaged, appears spoiled, is the wrong product or quantity, or has another quality issue, email contact@vanillaatlas.com within 14 days of receiving your order. If an item or parcel is missing, contact us with your order reference and any tracking information.

Please keep the product, packaging and shipping label while we review the issue. Photographs of the product, seal and parcel help us assess what happened. Do not consume a product you suspect is unsafe, and do not send it back until we confirm the next steps.

We will review the evidence and confirm the remedy: a refund to your original payment method, or a replacement of the same product if you request one and it is in stock. No restocking fee applies. Discounted products retain the same mandatory rights as full-price products.

3. How to request a return

1. Email us. Send your order number or other proof of purchase, the product and quantity concerned, a description of the defect or error, and photographs of the product, seal and parcel.
2. Receive return instructions. We will confirm whether a physical return is needed and, if so, the return address. We cover the necessary return costs for an approved claim. Please do not send goods to a supplier or an unconfirmed address.
3. Pack and send the goods. Follow the instructions, protect the original product packaging and retain your postage receipt and tracking details.

Returns sent without our prior confirmation, or for reasons other than a damaged, defective, spoiled or incorrect product, are not accepted.

4. Cancellations before dispatch

You may cancel an order at no charge before it is dispatched. Email contact@vanillaatlas.com with your order number as soon as possible. Any payment received for a cancelled order will be refunded.

Once an order has been dispatched, it can no longer be cancelled. Returns after delivery are accepted only for damaged, defective, spoiled or incorrect products, as set out in Section 1.

5. Refunds & timing

We will email you after reviewing your claim and explain the outcome. Approved refunds for a damaged, defective, incorrect or missing item are issued to the original payment method within 14 days of confirming the claim or, where a return is required, of receiving the returned goods.

We will not require store credit in place of a monetary refund where you are entitled to one.

Delivery charges

For an approved claim, the original shipping charge for the affected item is also refunded.

If your refund has not arrived

Your bank or payment provider may need additional time to display the credit after we issue it. Check the original payment account, then contact us with your order number so we can help trace the refund.

6. Return shipping & international orders

You do not pay return shipping for an approved claim: we arrange or cover the necessary return costs. Contact us before sending anything, because we cannot reimburse return shipments that we have not approved.

For an international return, we will confirm the receiving address and any required customs instructions. Duties or import taxes paid directly to a carrier or authority may require a separate reimbursement application to that party; this does not limit amounts Vanilla Atlas must refund under applicable law.

For information about order-specific delivery availability and charges, see Shipping & Destinations.

7. Wholesale orders

Separate written terms may be agreed for wholesale transactions, including inspection, product specifications, claims and return arrangements. Any such terms must be confirmed for the order and remain subject to applicable mandatory law.

Contact us with the quotation, invoice or order reference so we can review the agreed terms. A larger quantity alone does not remove any consumer rights that legally apply to the purchase.

8. Your consumer rights

This policy should be read alongside our Terms & Conditions. Nothing here excludes or limits rights or remedies that cannot lawfully be restricted, including rights relating to faulty goods, goods not as described, or statutory cancellation.

Where mandatory consumer law provides greater protection than this policy, that protection applies. The 14-day reporting period does not shorten any statutory period for reporting a fault or seeking a remedy.

9. Contact Vanilla Atlas

For cancellations, defective-product claims or an issue with your order, email contact@vanillaatlas.com. Include your order reference so we can locate the purchase.

Seller: PT Karaban Valley Lestari, trading as Vanilla Atlas, Indonesia. Registered-office and correspondence details are available in our Terms & Conditions. Please request return instructions before posting any goods.