Refund policy

Returns 

1.1 We endeavour to make sure that our customers are not only 100% satisfied with our products but also our service.

a) Vava pantry will offer you a refund or exchange on your Order where (without limitation):

i) A Product is damaged or faulty, from the date you receive it.  

ii) An incorrect product was sent to you.

iii) A product has exceeded its “best before” date, from the date you received it.

b) To receive a refund or exchange:

i) We allow a 48hour notification period upon receiving your products, for you to report damaged or incorrect item to us. At which point you will receive instructions on the next steps required by you are.

ii) Vava pantry will bare the freight cost associated with an exchange of items, if, as determined at our absolute discretion, your item/s qualify for an exchange as a result of the above-mentioned reasons (5.3;a). 

iii) For damage or incorrect items, a photo must be provided of the damaged or incorrect item/s, and proof of purchase must be presented (receipt) to qualify for a full refund. Once confirmed, we will advise you of the next steps to be undertaken to return the items and / or obtain a refund.

iv) We will always endeavour to refund the amount of product or replace it, in your order, and are always happy to resolve any issues with you.

c) Vava pantry will not accepts returns or offer a refund or exchange on products, where by:

i) You have had a change of mind;

ii) You have chosen the incorrect item or;

iii) You do not like the taste of the product; or

iv) You have not treated, unpacked or stored the product correctly once you have received it.

d) Vava pantry reserves the right, to request the item be returned to us, before a refund or replacement is issued, and in some cases the cost of freight will be the customer’s responsibility.

e) Vava pantry reserves the right decide whether an exchange or refund will be made, upon receiving the products. Where Vava pantry approve a refund, we will process the refund as soon as we provide notification to you of the approval. Please allow up to 14 business days to receive the refund in the nominated account.

 1.2 Online Orders and Cancellations 

a) In the case, that you request a change to, or cancellation of, your online order, please contact us immediately, so that, if this is possible, we can do so as promptly as possible.

b) We aim to process and dispatch our orders quickly and therefore there is only a short window of time in which a change or cancellation can be made. Once you place your order, it is automatically processed through our systems, which incurs irreversible merchant costs. If you request to cancel an order, a refund will be issued, minus the transaction fee and/or other applicable fees due to the cancellation of your order.

c) If you require a change to your order, please contact us immediately. Depending on which stage your order is (packing or pre-dispatch), we will do our best to accommodate your request and advise you as soon as practicable.

 A) Out of Stock Items

i) We strive to ensure that the products that are published on our website reflect the products which we have in stock. However, stock levels are always changing and there can be unforseen delays from suppliers. Hence, there may be times, the products you request may not be available.

ii) In this instance, we will send you an email notifying you of the unavailability of the product, and then offer you either a refund or replacement, of only that product.

ii) We apologise for any inconvenience this may create, if this does occur and we appreciate your understanding.

 B) Missing Items 

i) When you have received your order, you have a 48hour period commencing from the time of delivery to notify us, if there is a product/item missing from your delivery. You are required to send us a copy (an email or image) of your invoice, so that we can refund you or credit your account for your next purchase.

ii) If more than 48hours has passed upon receiving your delivery, and you have not notified us of your missing items, we cannot issue a refund, store credit or replacement for the missing items.