Christmas Returns:
Orders placed now may be returned up to the 8th January 2010 for a refund or exchange.
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Order Cancellations
Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from VanillaGuerilla.com, for a full refund. This does not apply to items that cannot be returned for hygiene reasons; these items are clearly marked next to the product name.
Order cancellations must be made in writing, quoting your order number, within 7 days of order confirmation to Customer Care.
To cancel your Standard or Express Delivery Order, please contact customer care giving your order no and details.
If your order still says ‘Pending’ (this can be found on our ‘Your Orders’ page) it may be possible to cancel your order before it is dispatched.
If however your order has already shipped, you will need to return the order to us.
In this case, the goods should be returned to us. Please read below for details on how to do this.
Return or exchange an item
If you are not completely satisfied with your purchase we will provide a full refund (minus shipping charges), or exchange the item for a different size / colour /style if preferred. To return any unwanted items for either exchange or refund simply login into your account on the site, click on the order details of the order you wish to return or exchange, then click on 'request a Return Merchandise Authorization (RMA)'. Once we have received this if your order is within the time-frame allowed for returns we will issue a RMA number. Any items returned without an RMA number may result in the refund to your account or replacement being delayed or even being returned to you. This must be written on the package you returned to us along with a copy of your invoice, also with this number written on. Any item(s) you wish to return must be received, by us, in original condition* within 7 days of receipt of your order . Once an item is returned we will issue a refund within 72 hours, please allow up to 28 (working) days for your return to be proccessed and to appear on your account. Please time frame has been set by our banking/processing facility providers and is beyond our control. Some products are non-returnable for hygiene reasons. These products are clearly marked next to the product name.
Please note:
- The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility.
Please write the returns number (RMA) on a copy of the invoice and send both the invoice and parcel to the address shown on the invoice:
Faulty Item
If the item you received is faulty, please login into your account on the site, click on the order you have a query with, then click on Help Desk. From here you can send a message to our customer services with any problems or queries you may have with your order. We will then advise on how to proceed with the return. You have 7 days from receipt of the faulty item to return it to us. We reserve the right to supspend any refund(s) due until the faulty item has been returned to the maufacturer for inspection.
I received the wrong item
If the item you received is not what you originally ordered, please login into your account on the site, click on the order you have a query with, then click on Help Desk. From here you can send a message to our customer services with any problems or queries you may have with your order. We will then advise on how to proceed with the return. You have 7 days from receipt of the item to contact us regarding the matter.
Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights.
*Note: when trying on items of clothing, please ensure that you are not wearing aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.If you have any questions or queries relating to any of the above or anything to do with the site please do not hesitate to contact us |
