Refund policy
Sultan Vanilla Bean Return & Refund Policy
Thank you for shopping at Sultan Vanilla Bean. Because vanilla beans are a perishable food product, we have specific guidelines to ensure both quality control and food safety.
If you are not entirely satisfied with your order, we are here to help.
1. Return Window
Due to the perishable nature of vanilla beans, you have 7 days from the date you receive your shipment to request a return or report an issue.
2. Eligibility Criteria & Food Safety
To protect our customers and maintain food safety standards, we can only accept returns under the following conditions:
- The vacuum-sealed or original protective packaging must be unopened, untampered with, and completely sealed.
- We cannot accept returns on opened packages of vanilla beans for change-of-mind reasons due to health regulations.
- You must provide your Shopify order number or proof of purchase.
3. Damaged, Moldy, or Incorrect Items
Vanilla beans are natural agricultural products. If your beans arrive dry, damaged, show signs of mold, or if you received the wrong grade/quantity:
- Please contact us within 48 hours of delivery.
- Include clear photographs of the beans and the packaging so our quality control team can inspect the issue.
- If a defect is verified, we will immediately ship a free replacement or issue a full refund, and we will cover any necessary return shipping costs.
4. How to Start a Return
- Contact our support team with your order number and photos of the unopened product.
- If your return is approved, we will send you a return shipping label and instructions.
- Note: Items sent back to us without prior authorization will not be eligible for a refund.
5. Return Shipping Costs
- Change of Mind (Unopened): The customer is responsible for return shipping costs].
- Defective/Incorrect Items: 100% free. We will provide a pre-paid shipping label.