Refund, Replacement and Storage Policy

At Vanoréa, we place great importance on the quality, freshness and integrity of our products. Our vanilla beans, extracts, pastes, powders, flavored sugars and other vanilla-based creations are carefully prepared, packaged and shipped to preserve their aromatic and organoleptic qualities.

Due to the food-related and delicate nature of our products, refund, replacement or exchange requests are assessed according to the conditions below, in compliance with applicable consumer protection laws.

1. Products eligible for a request

A request may be accepted if the product received presents one of the following issues:

• Product damaged during shipping;
• Packaging pierced, opened, broken or altered upon receipt;
• Missing product or error in the order;
• Product received does not match what was ordered;
• Obvious quality defect at the time of receipt;
• Aabnormal signs of deterioration, unusual odor or mold noticed shortly after receipt or opening.

Food products must be handled with care after receipt. For hygiene and food safety reasons, a product that has been opened, used, improperly stored or inadequately handled generally cannot be returned or refunded, unless a genuine quality defect is confirmed.

2. Time limit to notify us

The customer must inspect the order upon receipt.

Any visible issue upon delivery, such as a damaged parcel, pierced packaging, broken jar, damaged bottle or missing product, must be reported to Vanoréa within 24 hours of receipt.

For vanilla beans or other delicate products, if an issue is noticed at the time of opening, the customer must notify us within 24 hours of opening, with supporting photos.

This requirement allows us to assess the situation quickly, document the condition of the product and, where necessary, file a claim with the carrier.

3. Evidence to provide

To process a request, Vanoréa may ask for:

• The order number;
• Clear photos of the product received;
• Photos of the outer packaging;
• Photos of the inner packaging;
• A precise description of the issue observed;
• The date the parcel was received;
• The date the product was opened, if applicable.

Without sufficient evidence, Vanoréa may not be able to approve the request.

4. Options offered to the customer

Lorsqu’une demande est acceptée, Vanoréa peut offrir l’une des options suivantes, selon la situation :

Option 1 — Product replacement

When a request is accepted, Vanoréa may offer one of the following options, depending on the situation:

The replacement product will be shipped within a reasonable timeframe, generally within 10 business days following approval of the request, subject to product availability.

Option 2 — Refund

Vanoréa may refund the affected product using the same payment method used for the original purchase.

The refund will be processed within a reasonable timeframe, generally within 10 business days following approval of the request.

Depending on the case, shipping fees may be refunded if the issue is due to an error by Vanoréa, a non-compliant product or damage that occurred before delivery to the customer.

Option 3 — Store credit

In some cases, Vanoréa may offer a store credit equivalent to the value of the affected product. This credit may be used toward a future order on our online store.

The customer remains free to accept or decline this option when the law entitles them to a refund or replacement.

5. Products not eligible for refund

Sauf en cas de produit défectueux, non conforme ou endommagé, les situations suivantes ne donnent généralement pas droit à un remboursement :

• Change of mind after receipt;
• Product opened and used;
• Product packaging discarded or made impossible to verify;
• Product improperly stored after receipt;
• Product exposed to heat, sunlight, humidity or excessive cold;
• Product returned without prior authorization;
• Subjective perception of taste, aroma or aromatic intensity when the product complies with its description.

Natural vanilla may vary in size, color, flexibility, moisture level, aroma or appearance. These variations are normal for a natural agricultural product and do not necessarily constitute a defect.

6. Specific considerations for vanilla beans

Vanilla beans are a natural, noble and delicate spice. They may evolve depending on shipping conditions, temperature, humidity and storage.

At Vanoréa, vanilla beans are selected, prepared and packaged with care to preserve their aromatic richness. However, once received, it is the customer’s responsibility to store them properly.

Upon receipt:

• Immediately check the condition of the parcel;
• Check whether the pouch or packaging is pierced, swollen, opened or damaged;
• Open the pouch only when you are ready to inspect or use the beans;
• If an issue is noticed, take photos before excessive handling.

Upon opening:

• Place the beans on clean parchment paper;
• Examine their appearance;
• Smell their aroma;
• Check for any abnormal odor or visible mold.

A high-quality vanilla bean may be soft, oily, dark and highly aromatic. The presence of natural vanillin crystals may sometimes be mistaken for mold. If in doubt, contact us with clear photos before discarding the product.

7. Storage recommendations for vanilla beans

To preserve the quality of Vanoréa vanilla beans:

• Store them in a clean, dry and airtight glass container;
• Avoid plastic containers for long-term storage;
• Keep the beans away from direct light;
• Avoid exposure to sunlight;
• Avoid heat sources;
• Avoid the refrigerator and freezer;
• Avoid overly humid areas;
• Ideally store them at a stable room temperature.

A moderate storage temperature, in a dry and dark place, is recommended. Significant temperature changes may cause condensation inside the container, which can affect the quality of the beans.

During the first few weeks after receipt, we recommend checking the beans occasionally. If one bean shows a suspicious sign, separate it from the others and contact us promptly with photos.

8. Processed products: extracts, pastes, powders and vanilla sugars

Vanoréa processed products must be stored according to the instructions shown on the packaging.

As a general rule:

• Always close the container after use;
• Avoid humidity;
• Use clean and dry utensils;
• Keep the product away from heat and light;
• Follow the storage instructions specific to each product.

A product contaminated after opening, improperly closed or stored under inadequate conditions cannot be refunded, unless an initial defect is demonstrated.

9. Lost, delayed or undelivered orders

If an order is not delivered within the announced timeframe, or if no timeframe was specified, the rules applicable to online purchases in Quebec may allow the consumer to request cancellation of the purchase in certain circumstances.

If your parcel appears to be lost or unusually delayed, contact Vanoréa at the address provided below. We will verify the situation with the carrier and inform you of the possible options.

10. Physical returns of products

No food product should be returned without prior authorization from Vanoréa.

If a return is necessary, Vanoréa will provide the appropriate instructions. Depending on the nature of the issue, a physical return of the product may not be required, particularly for hygiene, food safety or shipping cost reasons.

11. Shipping fees and banking fees

When a refund is granted due to a confirmed defect, an order error or a non-compliant product, Vanoréa will process the request in accordance with applicable laws.

When a refund is granted as an exceptional commercial gesture, without any product defect or error by Vanoréa, certain non-recoverable shipping, processing or banking fees may not be refunded.

This section does not limit any rights provided under the Consumer Protection Act or other applicable laws.

12. Food safety standards

Vanoréa takes the quality and safety of its products seriously.

Our products are prepared, handled and presented with care in order to provide an experience consistent with Vanoréa’s premium standards.

13. How to submit a request

For any refund, replacement or quality verification request, please contact us at:

info@vanorea.com

Please include:

• Your full name;
• Your order number;
• The date of receipt;
• A clear description of the issue;
• Photos of the product and packaging;
• Your preferred solution: replacement, refund or store credit.

Vanoréa will review your request carefully and respond as soon as possible.

14. Final note

This policy is intended to provide a fair, transparent and respectful customer experience, while taking into account the delicate nature of our products. It does not limit any mandatory rights provided under applicable laws in Quebec and Canada.