Shipping policy

Shipping, Orders, Cancellation, Return & Refund Policy

Personal care products can't be returned once they've left our warehouse. That's not us being difficult, it's hygiene law. This policy covers every order placed through our website, WhatsApp, or email. Read it before you order, not after.

The short version: Sale orders are final. Non-sale orders can be changed or cancelled within 3 hours of placing them, or before dispatch, whichever comes first. After that, we're in RTO territory (Section 8). Damaged, wrong, or missing items get fixed. Change of mind or a product that didn't suit your skin does not.

1. Before You Order

Sale orders are final. Once placed, they can't be cancelled or modified. No exceptions, including orders placed just before a sale starts. This doesn't apply to a genuinely damaged, leaking, defective, expired, incorrect, or missing item, that's always fixable, sale or not.

Check these before you hit pay, because we can't fix them after:

Delivery address and PIN code
Mobile number and email
Products, variants, quantities
Payment method and amount

Shelf life: Use products within 6–8 months of purchase for optimal results. Product-specific timelines are on each product page. We store everything in temperature-controlled conditions until dispatch. After that, storage is on you, we can't refund or replace a product that degraded because of how or where it was kept, or because it sat around past the recommended window.

Buying multiples of the same product? Do the math on your usage cycle before you bulk order.

Patch test first. Skincare performs differently on different skin. Read the product description and ingredients before you buy. A product not suiting your skin, texture preference, or fragrance preference isn't a return reason, see Section 9.

2. Products

Vegan and cruelty-free? Yes. 100%, no caveats.

Pregnant or nursing? Most of our range is formulated to be safe during pregnancy and nursing. A few products use ingredients purely for texture or scent that may not suit every pregnant or nursing body. Patch test, check the packaging, we mark pregnancy-safe products clearly, and talk to your doctor if you're unsure.

Product questions? WhatsApp us or email care@notjustvanilla.co during support hours.

3. Placing an Order

Prepaid: Order at www.notjustvanilla.co. Add to cart, enter your details, pay. Confirmation shows on screen and hits WhatsApp and email.

Shipping fee: ₹50 under ₹1,000. Free at ₹1,000 and above.

COD / Partial COD: Available on orders over ₹1,000. WhatsApp us or email order@notjustvanilla.co with your name, email, number, address, and what you want. Both carry a flat ₹100 shipping and handling charge. Partial COD needs ₹300 paid upfront, separate from that ₹100, with the balance payable at delivery.

Order COD thoughtfully. A refused delivery isn't free, it costs logistics, packaging, and unnecessary emissions.

No confirmation email? Check spam. Still nothing? WhatsApp us or email care@notjustvanilla.co with your registered email, phone number, and payment proof.

Money deducted, no order? Banks usually reverse failed transactions in 7–14 business days. Past that, contact your bank, or write to care@notjustvanilla.co if you need help on our end.

Order ID: It's in your confirmation email and WhatsApp message. Quote it every time you contact us.

4. Changing an Order

Address, phone, or email: WhatsApp us or email care@notjustvanilla.co within 3 hours of ordering or before dispatch, whichever's first. Once shipped, changes aren't guaranteed and depend on the courier. If they charge us for it, that cost is yours.

Product or quantity: Only possible pre-dispatch, and only on non-sale orders. Sale orders can't be touched. Any price difference gets settled before we process the change.

5. Packaging

Every product goes into its branded box with usage instructions, then into a protective shipping box with filler. We're built to protect the product, not to pad the box for show.

6. Shipping & Delivery (India)

Dispatch: 1–3 working days after confirmation, Sundays and holidays excluded. Sales or high-volume periods can push this out, we're moving as fast as the warehouse allows.

Delivery: 3–10 working days after dispatch, depending on location and courier reach. Weather, holidays, and courier delays are outside our control. Every delivery estimate you see, at checkout, on the product page, in tracking, is an estimate, not a promise.

Multi-item orders may ship separately. You'll get tracking for each shipment.

Tracking lands on WhatsApp and email once dispatched. Missing it? Email orders@notjustvanilla.co with your Order ID.

Delivery attempts: Couriers may call, text, or WhatsApp to coordinate. Answer them, and keep your address accurate, it's the fastest way to actually get your order.

Unsuccessful delivery is on you if you refuse it, cancel post-dispatch, go unreachable, gave a bad address, or don't cooperate with delivery attempts. Section 8 applies.

Reshipping a customer-attributable return: Available, but you pay the actual reshipping cost upfront, and it depends on stock and courier reach.

Our error or the courier's error: You pay nothing extra. We cover reshipment, replacement, or a full refund depending on the issue.

Marked delivered, never arrived? Tell us within 24 hours of that update. Past that, we can't dispute it with the courier.

7. Cancellations

Sale orders: Final. Can't be cancelled or modified, full stop.

Non-sale orders, pre-dispatch: WhatsApp us or email care@notjustvanilla.co within 3 hours of ordering or before dispatch, whichever's first. Cancel successfully and your money comes back per Section 10.

Post-dispatch: Can't be cancelled. Cancel anyway or refuse delivery and it becomes RTO, Section 8 kicks in.

8. Return to Origin (RTO)

8.1 Fully Prepaid Orders

If a fully prepaid order is refused, cancelled after dispatch, or returned because of a failed delivery attributable to you, ₹100 per order is deducted as shipping and handling. The rest comes back as store credit, valid for one year from issue, usable toward your next NJV order.

8.2 Partial COD Orders

Same situation on a Partial COD order, ₹100 is deducted from your advance payment as shipping and handling. Whatever's left of that advance becomes store credit, valid for one year. The unpaid COD balance was never charged, so there's nothing more you owe.

9. Returns, Exchanges & Product Claims

We don't accept returns or exchanges for delivered products because of: change of mind, ordering the wrong thing, not liking the fragrance or texture, a product not suiting your skin, or a product that's been opened or used. Standard for personal care, everywhere.

We do accept a claim if: the parcel was tampered with, the product arrived damaged or leaking, there's a visible manufacturing defect, it's expired, it's the wrong product, or something's missing.

Report it within 24–48 hours of delivery. WhatsApp or care@notjustvanilla.co. Later than that, we can't verify the condition or escalate with the courier. Please ensure you record the unboxing video of the product.

What we need to process a claim:

Order ID
A complete, unbroken parcel-opening video, sealed box to contents
Photos and video of the outer packaging and shipping label
Photos and video of the affected product
What went wrong, briefly

No video, no claim. Keep the product, the boxes, and the label until it's resolved, don't use it, don't toss it.

Resolution: We may ask for the product back for inspection. Verified claims get a replacement or refund. If we find it ineligible, it goes back to you, and we'll tell you about any shipping cost before we send it.

Parcel looks opened or tampered on arrival? Don't accept it. If you already did and notice after, report within 48 hours with the full video.

Skin didn't take to it? That's not a defect, that's skin. We can't refund for it, but we'll help you use it right if that's the issue. Discontinue if you're seeing irritation, and see a doctor if it's more than mild.

Misuse: We'll reject claims where the product's clearly been used, altered, or the evidence doesn't add up.

10. Refunds

Refunds go back to your original payment method, unless we agree on something else together.

Pre-dispatch cancellations and approved product claims: 7–10 working days. Customer-attributable prepaid RTO balance: 5–10 working days after we receive and inspect the return.

Bank processing time on top of that is out of our hands.

Not refundable, ever, unless it was our error: shipping, COD charges, forward freight, RTO freight, reshipping charges, payment processing, handling.

11. Product Usage & Storage

Unbox and check everything as soon as it arrives, even if you're saving it for later. Tampering, transit damage, leakage, wrong or missing items, expiry, defects, all need reporting within 48 hours with the evidence from Section 9. Using the product later doesn't extend that window if the issue was visible on arrival.

Usage questions go to WhatsApp or care@notjustvanilla.co separately, they don't create a return right on their own.

The recommended window is 6–8 months from purchase unless the product page says otherwise. Store it right. Improper storage, contamination, or use beyond the window isn't something we can refund or replace for.

12. International Shipping

Not yet. India only, for now. When that changes, you'll hear it from us first, not a rumor.

13. Contact

Support: WhatsApp or care@notjustvanilla.co, Monday to Friday, 10 AM to 6 PM IST, holidays excluded. Include your Order ID every time.

Press: care@notjustvanilla.co

Collabs: care@notjustvanilla.co

Careers: Send a tight cover letter and resume to careers@notjustvanilla.co. Tell us why NJV, and what you'd actually bring.

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