Returns Policy

YOUR RIGHT OF CANCELLATION UP TO 14 DAYS & EXCEPTIONS TO CANCELLATION

STATUTORY RIGHT

Unless one of the exceptions listed below applies, you can cancel your order without giving any reason within 14 days from the day on which you or a third party indicated by you (other than the carrier) receives the goods purchased (or last good, lot or piece if it relates to goods or multiple lots or pieces delivered separately).

You must inform us - Vanilla Panther Lda of your decision to cancel your order. You may submit your request by sending us an email to [email protected] or phone us on +44 (0)20 3884 8060. To meet the cancellation deadline, it is sufficient for you to send your communication before the 14 days’ cancellation period has expired.

EFFECTS OF CANCELLATION

We will reimburse all payments received from you for the goods purchased, but we will not reimburse delivery charges, no later than 14 days from the day on which we received the above communication. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back.

Note that you must send back the goods by following the instructions available on our return centre no later than 14 days from the day on which us you communicate your cancellation. You will have to bear the direct cost of returning these goods. You may be liable if the value of the goods returned diminishes due to the handling of the goods. The goods returned to us in their original condition including any packaging. 

EXCEPTIONS TO THE RIGHT OF CANCELLATION

The right of cancellation does not apply to:

• the delivery of products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items;
• the supply of goods made to your specifications or clearly personalized;
• the supply of goods which may deteriorate or expire rapidly;
• a service if Vanilla Panther Lda has fully performed it and you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;
• the supply of alcoholic beverages whose actual value is dependent on fluctuations in the market which we cannot control; and
• Perishable products (like food).

If your order is damaged on arrival please sign for it as damaged. If there is interior damage please take a digital photograph and email it to [email protected], along with the consignment number of your parcel so that we, in turn, can validate the claim for the damage from our courier.

If the return is for faulty / incorrect goods reasons then we will cover the cost of returning the goods to us.