Refund policy

EU Warranty and Return Policy

Last updated: 13 August 2025

This Warranty and Return Policy outlines your rights under EU consumer protection regulations and Vanilla Mummy’s after-sales commitment. By purchasing a product from Vanilla Mummy, you agree to the terms described below.

1. Two-Year Legal Guarantee

Duration:
All new products purchased from Vanilla Mummy are covered by a minimum two-year legal guarantee, in line with EU and Maltese law. This applies to all customers.

Coverage:
This guarantee applies to products that, at the time of delivery:

  • Are defective.

  • Do not conform to good manufacturing standards.

  • Do not look or function as advertised.

  • Do not perform as intended.

Our Responsibility:

  • We are responsible for any lack of conformity that appears within two years after delivery.

  • Any lack of conformity that appears within 12 months of delivery is presumed to have existed at delivery, unless incompatible with the nature of the goods or defect.

  • After 12 months, you may be required to prove that the defect existed at delivery.

  • The 2-year period is suspended while a warranty claim is being assessed or a remedy is being provided.

2. Consumer Remedies

  • Repair or Replacement: If a product is defective or non-conforming, you may ask for a free repair or replacement, whichever resolves the issue, provided the cost is not disproportionate.

  • Price Reduction or Refund: If repair or replacement is impossible, would cause disproportionate cost, or would cause significant inconvenience, you may request a price reduction or a full refund upon returning the product, provided the product has been used with care and is not broken/dented, or scratched.

3. Consumer Rights for Online Purchases

The same two-year legal guarantee applies to purchases made online.

4. Exceptions and Limitations

  • Misuse: Warranty does not cover misuse, improper care, or damage caused by the customer (see Product Use Guidelines below).

  • Expiration: The two-year period is based on the original purchase date and does not renew when a product is repaired or replaced.

  • Third-party repairs: Unauthorised repairs may affect coverage.

5. Consumer Assistance and public reviews

If you are not satisfied with the outcome of a warranty claim, you may seek assistance through the Malta Competition and Consumer Affairs Authority (MCCAA). We will then discuss the matter with the MCCAA office and wait for their decision. 

We accept honest reviews, whether good or bad. Libelous and unfair reviews intended to harm our business will be taken very seriously, and we will seek any possible legal action.

6. Return Policy – Online Purchases Only

Cooling-Off Period:
For purchases made online or at a distance, you have 14 days from the day you receive the goods to notify us of your decision to withdraw. After notifying us, you have a further 14 days to return the goods.

Return Conditions:

  • You may handle the goods to establish their nature, characteristics, and functioning, as you would in a physical shop, providing no seals are broken, no stickers removed, and the packaging is left intact.

  • If handling goes beyond what is necessary, we may deduct any diminished value from your refund or may not accept the return.

  • Items must be returned in original packaging intact and undamaged.

  • Returns cannot be accepted for goods falling under Article 16 of the EU Consumer Rights Directive, such as:

    • Perishable goods (food, flowers, newspapers, magazines, personalised items).

    • Unsealed intimate or sanitary goods.

    • Hazardous materials, flammable liquids or gases.

    • Gift cards, downloadable software, e-books, and certain health and personal care items.

    • Personalised items, including items with name stickers or engraving

7. How to Initiate a Return

  1. During the cooling-off period, email hello@vanillamummy.com with proof of purchase (receipt, order confirmation, or card/bank statement).

  2. Claims for issues during the warranty period can only be accepted by filling out our claim form at https://vanillamummy.com/pages/aftersales-claim-form

  3. Return items within 14 days of notifying us to:
    Vanilla Mummy, Triq Parades, St. Paul’s Bay SPB 3433, Malta

8. Refunds

  • Refunds are issued within 14 days of receiving your withdrawal notice, but may be withheld until goods are returned or proof of return is provided.

  • Refunds are made by credit note or to the original payment method at our discretion.

  • A valid proof of purchase is required for monetary refunds. If unavailable, and you are a registered customer, we may trace the order and issue a replacement or credit note.

  • Return shipping costs are the buyer’s responsibility.  

9. Damages and Defects

  • All items are inspected before shipping.

  • If you receive a defective or damaged item due to transport, report it as soon as possible (ideally within 24 hours) to help us resolve it quickly.

  • For warranty claims after use, stop using the product and fill out our claim form, found on our website, immediately. We may request a return for inspection and will provide reasonable deadlines for doing so.

10. Manufacturer Support

Some defects may require manufacturer assessment. Please wait for our instructions before contacting them. Unauthorised intervention that affects our ability to assess the product may affect or delay resolution.

11. Product Use Guidelines

To maintain your warranty:

  • Follow all care and cleaning instructions.

  • Clean items regularly by removing all parts before washing and dry thoroughly.

  • Keep bottle lids and tops open when not in use to avoid mold and corrosion.

  • Avoid accidental damage, discoloration, scratches, scorching, or exposure to harsh cleaning products.

  • Always read the product’s Instructions and Safety Document.

12. Gifts

  • If marked as a gift and shipped directly to you, returns are refunded as a credit voucher.

  • If shipped to the gift giver, the refund goes to them.

  • Gift returns must meet the same conditions and are not accepted for personalised or Article 16-exempt items.

13. Return Shipping

  • Returns can be made in person or shipped to our address above.

  • Return shipping costs are the buyer’s responsibility. 

  • We recommend using trackable shipping or insurance.

Contact Us
📧 Email: hello@vanillamummy.com
🏢 Address: Vanilla Mummy, Triq Parades, St. Paul’s Bay SPB 3433, Malta