Policies

Refund Policy
Vanilla Soul is committed to customer satisfaction on all its products and backs them with a 15 day, 100% money back guarantee.  If you are unhappy with the products you received for any reason, send them back to us within 15 days of purchase and we will refund the cost of the products (Vanilla Soul does not refund postage costs for returned goods unless the goods are faulty or damaged).

Goods Damaged in Transit
We are happy to repair or replace any damaged or defective goods, or goods damaged in transit.  We ask that you provide a proof of purchase within 15 days of the purchase of the goods, and return the damaged goods to us. Goods will either be replaced - where available, or a store credit will be issued. For damaged goods Vanilla Soul will cover/refund the postage costs.

Goods Dispatched in Error
If we accidentally send you something that you didn’t order, congratulations.  If you want to keep it you may, or if you want to return it then we will cover/refund the postage costs of having it returned to us.  Either way, we please ask that you let us know so that we can keep our stock profiles accurate.  

Missing items, incomplete orders
If we fail to send you something you have ordered, or if we send you the wrong type (eg the wrong colour, size etc) please contact us within 2 business days of receiving the order.

Damaged Packages
Please do not accept damaged packages from the delivery company.  Instead, request that the package by returned to the sender and contact Vanilla Soul as soon as possible to let us know quoting the order and package number if possible.

Unsuitable items
If an item purchased from Vanilla Soul proves unsuitable for any reason then you have 15 days in which to return it for a full refund of the retail price excluding postage.  If you wish to return an item then please contact Vanilla Soul to let us know and then post the item back to us.  Even if the item has been sent directly from ONE Group (miessence orders), the return must be processed through Vanilla Soul.  The postage cost of returning the item will be paid by you, the customer.

Refunds will be paid within 30 days of Vanilla Soul receiving the returned item.  We will contact you to arrange the refund payment.

Unsuitable Gifts
If you have been given an unsuitable gift from Vanilla Soul, please contact us within 7 days of receiving it and we will happily exchange it for a more appropriate selection.  Returns must be in a saleable condition with all labels and packaging seals intact.  Postage costs for returning the items to Vanilla Soul will be paid by the customer and the postage costs for sending the replacement items will be taken out of the original retail price paid.

Information Disclaimer
Throughout this website, statements are made pertaining to the properties and/or functions of food and/or nutritional products. While every effort is made to provide only accurate information, these statements are not intended to diagnose, treat, cure or prevent any disease.  Vanilla Soul Ltd is not responsible for any actions taken on the basis of information contained within vanillasoul.co.nz nor for any error of omission contained herein.  Vanilla Soul Ltd disclaims all liability in respect of anything done or not done in reliance upon all or any part of the contents of the Vanilla Soul website.

Privacy
Vanilla Soul values and respects individuals' rights to privacy. If our privacy policy changes, we will post these changes prominently and immediately. Your continued use of this site following the advice of any changes to this policy will mean you accept those changes.

Our commitment and philosophy

• Vanilla Soul is committed to ensuring the privacy of your personal information.  
• Vanilla Soul does not collect any personal information about our supporters and web visitors, except that which is knowingly and specifically supplied.
• Personal details information will be used for the purpose for which it is collected and/or to provide you with Vanilla Soul correspondence.
• Vanilla Soul does not retain any customer credit card information after a sale is processed
• Under no circumstances do we make our mailing list available to third parties.
• We will always provide you with the opportunity to unsubscribe from our e-newsletters.

Where is the information held?
Personal information submitted through the forms on this website (or mailed or faxed to us) is held in our databases at our head office in Christchurch, New Zealand.

Your right to access your information
At any time you can ask us for a copy of the personal information we have on file about you, or request a correction or deletion of information.

Information for under 18s
If you are under 18, be sure to obtain your parent's or guardian's permission before you send any information about yourself (your name, address, e-mail address, etc.) to us or anyone else over the Internet. We encourage parents to get involved with their children's usage of the Internet, and to be aware of the activities in which they are participating.