Returns & Refund Policy

1. Our 30-day return promise

We hope you are pleased with your Valenric order. In addition to your statutory rights, we allow customers to request a return within 30 calendar days after the order is delivered.

To start a return, email [RETURNS EMAIL] with:

  • your full name;

  • order number;

  • the product you wish to return;

  • the reason for the return, if you wish to provide one; and

  • photographs where the product is faulty, damaged or incorrect.

We will provide return instructions and the correct return address. Do not send products to our registered office unless our customer service team has confirmed in writing that it is authorised to receive returns.

2. Your statutory right to cancel

For most products purchased online, UK consumers have the right to cancel from the date the contract is formed until 14 days after the goods are received, without giving a reason. If an order is delivered in separate parcels, the period generally runs from receipt of the final relevant parcel.

You must clearly tell us that you wish to cancel. After notifying us, you must return the eligible goods without undue delay and no later than 14 days after the cancellation notice.

Our 30-day return promise gives you longer to request an eligible return, but it does not reduce your statutory cancellation or product-quality rights.

3. Condition of returned products

Under our additional 30-day return promise, products should be returned:

  • unworn, other than reasonable fitting similar to trying an item in a shop;

  • unwashed, unaltered and free from marks, odours or damage;

  • with original tags and accessories where reasonably possible; and

  • securely packaged to avoid damage in transit.

Your statutory cancellation right allows reasonable handling to establish the nature, characteristics and functioning of an item. We may reduce a refund only where legally permitted and where handling has reduced the product's value beyond what would reasonably be allowed in a shop.

4. Return postage

For a change-of-mind return, incorrect size selection or other return that is not caused by a fault on our part, the customer is responsible for the return postage cost. Original delivery charges for standard delivery will be refunded where required by statutory cancellation law. Any additional amount paid for an enhanced or express delivery service does not have to be refunded beyond the cost of standard delivery.

We recommend using a tracked service and retaining proof of postage. You remain responsible for the parcel until it is received, except where the law provides otherwise.

If an item is faulty, damaged on arrival, not as described or different from what was ordered, Valenric will cover reasonable return costs or provide an appropriate prepaid method where required.

5. Faulty, damaged or incorrect products

Products must be of satisfactory quality, fit for purpose and as described. If an item arrives damaged, faulty or incorrect, contact [SUPPORT EMAIL] as soon as reasonably possible.

UK consumers may have a short-term right to reject faulty goods within 30 days and receive a refund. After that period, rights to a repair, replacement, price reduction or final rejection may apply under the Consumer Rights Act 2015. Your statutory rights are not limited by this policy.

6. Refund timing and method

Approved refunds will be made to the original payment method. Under the statutory cancellation rules, we will issue the refund without undue delay and no later than 14 days after we receive the returned goods or satisfactory evidence that they were sent back, whichever occurs first where applicable.

After we issue a refund, your bank or payment provider may require additional time to display it in your account.

We may withhold a change-of-mind refund until we receive the goods or evidence of return, as permitted by law.

7. Exchanges

Exchanges are subject to stock availability. The quickest option may be to return the original item and place a new order. This does not affect your statutory rights.

8. Promotional bundles and free gifts

Where products were supplied as part of a multi-buy promotion, including "Buy 1, Get 2 Free":

  • all products in the promotional bundle must be returned to receive a full refund of the amount paid for that bundle;

  • if only part of the bundle is returned, the refund may be recalculated using the normal selling price of the products retained; and

  • faulty or misdescribed products remain protected by your statutory rights, regardless of whether they were described as a free item.

Any recalculation method will be applied fairly and will not result in the customer paying more than the original total order value.

9. Exceptions

The statutory change-of-mind right may not apply to:

  • personalised or made-to-order products;

  • sealed products that are not suitable for return for health or hygiene reasons once unsealed; and

  • other products excluded by applicable consumer law.

This exception does not remove rights relating to faulty, damaged, unsafe or misdescribed products.

10. Cancel before dispatch

If you wish to cancel before dispatch, contact [SUPPORT EMAIL] immediately. We will try to stop fulfilment, but we cannot guarantee cancellation once processing has started. If dispatch cannot be stopped, you may use the applicable return rights after delivery.