Refund policy

Last updated: 7 November 2026

Our products are food ingredients, so we cannot accept returns for change of mind. We will always put things right if something is wrong with your order.

If there's a problem with your order

arrives damaged, or with broken or compromised packaging,
is incorrect (wrong product, grade or size), or is missing items, or
has a quality problem, such as mould.

Please include your order number and clear photos of the product, the packaging and the shipping label. Keep the product and packaging until we have resolved your claim.

Please note: fine, glittering crystals on vanilla beans are natural vanillin, not mould. Mould is fuzzy, patchy and usually has an off smell. If you're unsure, send us a photo.

What we'll do

Once we have reviewed your claim, we will, at your choice:

send a replacement at no extra cost, or
refund the affected items.

We do not usually need you to send products back. If we do ask for a return, we will cover the return shipping.

Refunds

Refunds go back to the original payment method.
Card and online payments are usually refunded within 5–10 business days, depending on your bank or payment provider.
Orders paid by bank transfer are refunded by bank transfer to the account the payment came from. Any fees charged by your bank or intermediary banks to receive the refund may be deducted by those banks.
Original shipping charges are refunded if the whole order was wrong or damaged.

What we can't refund

Change-of-mind returns, or products that have been opened, used or not stored as directed.
Import duties, taxes or customs fees charged by your country.
Orders refused, seized or destroyed by customs because of import rules in your country.
Orders delayed or lost because of an incorrect or incomplete address you gave us.

Cancellations

You can cancel an order free of charge before it is dispatched. Email us as soon as possible with your order number. Once an order has shipped, it can't be cancelled.