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PRICE INTEGRITY GUARANTEE
At Sylvanilla® each lot of vanilla pods selected are sourced ethically, evaluated and curated according to strict criteria including species, terroir, harvest, curing method and traceability to the original cultivator. Should you find a strictly identical vanilla — defined by the same species, origin, harvest period, preparation method and verifiable supply chain — offered at a lower price, we invite you to contact us at contact@sylvanilla.ch with supporting documentation. Following review and validation of comparability, Sylvanilla® may, at its sole discretion, offer a price adjustment or commercial gesture. This guarantee applies to private and professional customers, and exclusively to products demonstrating objectively comparable characteristics and documented provenance. Variations inherent to natural products quality, misleading specie, origin, preparation methods, and/or inappropriate curing, packing and storage practices are expressly excluded.
PREMIUM QUALITY GUARANTEE
We wish to deliver only Premium Quality from the Agroforestry and understand that despite our rigorous inspection, nature at time has it own surprise. In any case, we will take care of your query and claim, and answer within the best timing. The Premium Quality Guarantee the refund or the free exchange of non-compliant goods at our cost. Simply follow the 3 steps below:
To be receivable:
1- The claim must be made not later than 72 hours after delivery,
2- The claim must be sent to us by email at contact@sylvanilla.ch,
3- The claim must be supported with a picture of the non-compliant goods.
Please note that in case of damage on the package or on the glass tubes, and does not concern non-compliants goods, the report must be directly made to the delivery service of the carrier (form CN24) with mention of any anomalies found on the package (damage, deterioration, leak, etc.) and on the goods if any, and a copy sent to Sylvanilla® within 72 hours by email at contact@sylvanilla.ch. Since you benefit from a Premium Quality Guarantee, we will exchange the non-compliant goods free of charge. An exchange will be sent at the same address given in the original order within 5 weeks from the date of the claim or the reception date of the returned non-compliant goods. In all cases the non-compliant goods must be returned to us.
WHY IT IS IMPORTANT TO REPORT AND RETURN NON-COMPLIANT GOODS
Despite mold vanilla pods are illegal to export - more over to sell - it recently became a common problem with inexperienced or dishonest exporters and sellers in America, Asia, and Europe. Some of the largest companies have been themselves perpetrators of such malpractices to get rid of their stocks.
If you find mold on vanilla pods, you are entitled to replacement or refund since it's non compliant goods ; and do not believe that they can be cleaned with alcohol. Moldy vanilla pods do not have enough mature flavor profile and not high enough vanillin content at the first place, and too much moisture and the mold will always regrow within the husk, skin, and plant matter.
Poor vanilla cultivars quality and cultivation malpractices, premature harvests, improper curing and refining methods, poor packing and shipping conditions, exposure to humidity and heat as well as warehouses poor storage conditions, has resulted in moldy vanilla scandals after taking on moisture in the stocks in transit from many buyers and producers in the past years.
In addition to vanilla farmers facing thefts inside their plantations, the export market also have to deal with many malicious buyers swapping foreign pods in order to attempt fraudulent returns. Every year there is vanilla seized by customs worldwide and these mold-bombs are driving the prices down to the bottom.
As a preventative measure, the returned beans are now lot-match checked, farm-pegged, or traditionally tattooed and tracked to ensure the returned pods are actually the same exported. Tracking technology and ISO standards have made it easier for vanilla professionals and, together with basic low-tech tattooing, are helping to eliminate mold problem as well as unscrupulous exporters and buyers.
In addition to a transparent exchange or refund policy, Sylvanilla® implement other alternatives and solutions which are part of our continuous improvement program, as the direct trade with agroforestry vanilla farmers, rigorous guidances for the selection of the vanilla pods, perfectly handled pollination - harvesting - preparation - curing and refining processes for each specie and variety, ban of chemicals, meticulous packing with most appropriate material, worldwide network of professional carriers, phytosanitary inspections and analysis before and after shipment, uv-treatment upon arrival, glass jars storage at constant temperature, and 28 days scrupulous monitoring before the finest gourmet vanilla pods are finally made available.
RIGHT OF WITHDRAWAL – LEGAL NOTICE (SWITZERLAND & EUROPEAN UNION)
If you wish to exercise your right of withdrawal (where applicable), you may do so by submitting a withdrawal request via email to contact@sylvanilla.ch.
Please note that the right of withdrawal is strictly limited for natural vanilla products, in accordance with applicable laws and our Terms of Sale.
1. Applicability
For customers located in Switzerland, no statutory right of withdrawal applies unless expressly provided by Sylvanilla®.
For customers located within the European Union, a statutory right of withdrawal of fourteen (14) days may apply in accordance with Directive 2011/83/EU, subject to the limitations and exclusions set out below.
2. Withdrawal Period (EU Customers Only)
Where applicable, the withdrawal period expires fourteen (14) days after the day on which the customer, or a third party designated by the customer, takes physical possession of the goods. To exercise the right of withdrawal, the customer must submit a clear request via email to contact@sylvanilla.ch.
3. Mandatory Legal Exclusions (Food Products)
In accordance with Article 16 of Directive 2011/83/EU, the right of withdrawal does not apply to goods liable to deteriorate or expire rapidly, sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Sylvanilla® products, being natural vanilla beans with active biochemical evolution and sensitivity to environmental conditions, fall within these categories.
4. Strict Limitation of Withdrawal for Sylvanilla® Products
As a consequence, the right of withdrawal is strictly limited as follows:
Any product that has been opened, unsealed, handled, or exposed to air is non-returnable and non-refundable.
Any product whose storage conditions cannot be verified and controlled is non-returnable.
Any product showing signs of manipulation, humidity variation, contamination, or alteration is automatically excluded from withdrawal.
The burden of proof that the product remains in perfect resale condition lies entirely with the customer.
5. Condition of Returned Goods (Exceptional Acceptance Only)
Where withdrawal remains legally applicable, returns will only be accepted if the product is returned sealed, unopened, and in its original packaging ; if the product is in strictly perfect condition, has not been stored, transferred, or exposed outside controlled conditions, is suitable for immediate resale and its return is initiated within the legal withdrawal period. Sylvanilla® reserves the exclusive right to inspect, assess, and definitively accept or refuse any returned product.
6. Immediate Execution – Express Customer Consent
By placing an order, the customer expressly requests immediate execution of the contract, acknowledges that products are prepared and shipped without delay due to their natural and sensitive nature, accepts that the right of withdrawal may be reduced or excluded once the product has been dispatched and/or opened.
7. Anti-Abuse and Good Faith Clause
Any abusive use of the withdrawal right, including but not limited to, ordering with hidden intention of withdrawal testing or benchmarking products, partial consumption or attempts to return products after exposure or manipulation will result in automatic refusal and may lead to restriction of future purchases.
8. Relationship with Sylvanilla® Premium Quality Guarantee
This withdrawal clause operates in addition to, and does not replace, the Sylvanilla® Premium Quality Guarantee. Any claim related to product quality, conformity, or defect is handled exclusively under the Premium Quality Guarantee framework, which remains the primary and preferred channel for resolution.
9. Governing Law
These provisions are governed by Swiss law for all transactions processed by Sylvanilla®, and mandatory consumer protection laws of the customer’s country of residence within the European Union, where applicable. In case of conflict, mandatory EU consumer law provisions shall prevail for eligible customers.