Return Policy

RETURN POLICY

Last updated: 2026.01

This Return Policy supplements the General Terms and Conditions of Sale (GTC) of terravanilla.shop.
In the event of any inconsistency, the GTC shall prevail.

1. Scope

This Return Policy applies to all products sold by SAS Madagascar Vanilla & Spice Trading via the Website to customers located in Mainland France and the European Union.

2. Products concerned

The products sold on the Website are food products (vanilla).
Due to their nature, specific hygiene and health protection rules apply.

3. Right of withdrawal – Principle

In accordance with applicable consumer protection laws, consumers have a statutory 14-day withdrawal period from the date of receipt of the order to exercise their right of withdrawal without providing any reason, subject to the legal exceptions described below.

4. Exceptions to the right of withdrawal (food products)

Pursuant to applicable regulations, the right of withdrawal does not apply, in particular:

• to goods that are likely to deteriorate or expire rapidly;
• to sealed goods which have been unsealed by the customer after delivery and which cannot be returned for health protection or hygiene reasons.

👉 In practice for vanilla products:
All products are sealed. Returns are accepted only if:

• the seal is intact,
• the product has not been opened,
• and it is returned in its original packaging, in a condition suitable for resale.

Any product that has been opened, unsealed, damaged, altered, or rendered unsuitable for resale may be refused or subject to a partial refund.

5. Return procedure

Before any return, the customer must:

1. contact our customer service at contact@terravanilla.fr within the legal withdrawal period;
2. provide the order number, the product(s) concerned, and the reason for the return;
3. wait for confirmation of the return procedure and the return address.

Returns sent without prior approval may be refused.

6. Return shipping costs

Unless the return results from an error on our part (non-conforming product, preparation error), return shipping costs are borne by the customer.

The customer remains responsible for the returned products until they are received by us. The use of a tracked shipping method is strongly recommended.

7. Refunds

If the return is accepted:

• the refund will be processed within 14 days from receipt and inspection of the returned product(s);
• refunds will be made using the same payment method used for the original order, unless otherwise agreed.

Initial delivery costs are refunded only in accordance with applicable legal provisions.

8. Damaged, missing or incorrect products

If a product is damaged, missing, or incorrect upon delivery, the customer must contact contact@terravanilla.fr within 48 hours of receipt and provide photographic evidence (product, packaging, shipping label).

After verification, an appropriate solution will be offered (replacement or refund).

9. Contact

For any questions regarding returns:
📧 contact@terravanilla.fr