At Valenne, we aim to provide a smooth and reliable shopping experience for all customers purchasing our cardigans. We carefully check our products before dispatch to ensure that orders are prepared correctly and meet our quality standards. This Return and Refund Policy explains the conditions and procedures for returning products and requesting refunds.
1. Return Eligibility
Customers may request a return if the item received is damaged, defective, incorrect, or does not meet the expected condition. All return requests must comply with the conditions outlined in this policy.
2. Return Request Period
Customers must contact us within 14 days of receiving their order if they wish to request a return. Requests submitted after this period may not be accepted.
3. Contact Information for Returns
For any return or refund request, please contact our customer service team using the following details:
Company Name: Valenne
Address: 7 PRIESTLEY AVENUE, EXETER, EX4 8DG
Email: support@valenne.online
Phone: +44 7716526268
Please include your order details and a clear description of the reason for your request.
4. Product Condition Requirements
To be eligible for a return, items must be unused, unworn, unwashed, and in their original condition. Products must include all original packaging, labels, and accessories where applicable.
5. Items That Cannot Be Returned
Returns may not be accepted for items that have been worn, washed, damaged through customer handling, altered, or returned without the original condition being maintained.
6. Incorrect or Damaged Items
If you receive an incorrect item or a product with a manufacturing defect, please contact us as soon as possible with relevant details. We will review the issue and provide an appropriate solution.
7. Return Approval Process
Customers must receive confirmation from our customer service team before sending any item back. Unapproved returns may not be processed.
8. Return Shipping Responsibility
Customers may be responsible for return shipping costs unless the return is caused by an error on our part, such as sending an incorrect or defective product.
9. Return Packaging
Customers should ensure that returned items are securely packaged to prevent damage during transportation. Valenne is not responsible for items damaged during the return shipping process due to insufficient packaging.
10. Refund Processing
Once we receive and inspect the returned item, we will review the condition of the product and confirm whether the refund request has been approved.
11. Refund Method
Approved refunds will be issued using the original payment method used for the purchase. The time required for the refund to appear may vary depending on the payment provider.
12. Refund Amount
Approved refunds will cover the cost of the returned product. Original shipping charges may not be refundable unless the return is due to an error caused by Valenne.
13. Damaged Returns
If a returned item arrives damaged due to improper packaging or handling during return shipping, the refund amount may be affected depending on the condition of the product.
14. Order Cancellation Requests
Customers who wish to cancel an order should contact us as soon as possible. Cancellation requests can only be considered before the order has been processed or dispatched.
15. Products Received After Use
Products that show signs of wear, washing, stains, odors, or any other usage marks may not qualify for a refund or return.
16. Exchange Requests
If a customer requires a different size, colour, or alternative item, please contact our customer service team. Exchange requests are subject to product availability and approval.
17. Refund Review Time
Return inspections are completed after the product arrives at our facility. Processing times may vary depending on the condition of the returned item and the information provided.
18. Customer Responsibility
Customers are responsible for providing accurate delivery information when placing orders. Valenne is not responsible for issues caused by incorrect customer-provided details.
19. Policy Changes
Valenne reserves the right to update or modify this Return and Refund Policy when necessary. Any changes will be reflected on this page.
20. Customer Support
If you have any questions regarding returns, refunds, or your order, please contact our customer service team. We are committed to assisting customers and providing a clear and fair shopping experience.