At Vanilla Store, we are keen on our customers' satisfaction and providing a reliable and safe shopping experience. If you are not completely satisfied with your order, we are here to help you in accordance with the following terms and conditions:
1. Time Period for Return and Exchange
The customer has the right to request a return or exchange within 7 days only from the date of actual receipt of the order. No return or exchange requests will be accepted after this period has expired.
2. Conditions and Status of Returned Products
In order for the return or exchange of any product to be accepted, the following conditions must be met: The product must be completely in its original condition, unused, and in its original closed and undamaged wrapper and packaging.
Excluded Products: To preserve the safety and health of our customers, products that have been opened or used, or products affected by storage conditions (especially refrigerated shipping products and personal care products) cannot be returned or exchanged, except in the event of a clear manufacturing defect or an error in the dispatched order.
3. Return Fee Costs
If the reason for the return is an error from the store (such as receiving the wrong product or the presence of a manufacturing defect or damage to the product), Vanilla Store bears all shipping fees and the full return of the product. However, if the return is based on the customer's desire (and there was no defect or error on our part), the customer bears the cost of the return shipping fees estimated at 24 SAR, and the value of the shipping cost is deducted from the total refunded amount.
4. Mechanism and Duration of Refunds
The refund process begins as soon as the returned product arrives at our warehouses, is inspected, and its compliance with the return conditions is verified. The paid amount is refunded to the customer either through the same electronic payment method used during the purchase, or via a bank transfer to the customer's account. The process of the amount appearing in the customer's account takes a period ranging between (7 to 14 business days), depending on the banking procedures followed for different cards and banks.
To submit a return or refund request:
Please contact us within the aforementioned 7-day period via the customer service email or WhatsApp number detailed below, attaching the order number, the reason for the return, and a picture of the product:
Email: [email protected]
Phone / WhatsApp: 00966553909922
Working Hours: From Saturday to Thursday (from 09:30 AM to 07:00 PM).
