Return & Refund Policy

Last updated: 1st March 2025

At Valene, your satisfaction is important to us. We want you to feel confident with every purchase, and if something isn't quite right, our Customer Care team is here to help.

We are committed to providing attentive, personalised support and finding the most suitable solution for your concerns.

Please read our return and refund policy below.

1. Your Right to Cancel

Under UK consumer law, you have the right to cancel your online purchase within 14 days of receiving your order, without giving a reason.

Once you have notified us of your decision to cancel, you have a further 14 days to return your item.

To exercise your right to cancel, please email contact@valene.uk with your order number and a clear statement of your decision.

Our Customer Care team will guide you through the next steps and provide the appropriate return instructions.

2. Return Conditions

We kindly ask customers to take reasonable care of their purchases.

When returning an item, please ensure that:

• The handbag is securely packaged to prevent damage during transit.

• All accompanying accessories are included wherever possible.

• Original packaging and tags are included where available.

• Proof of postage is retained until the return has been processed.

You may inspect and try on your handbag as you would in a physical shop.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality, resulting in a reduction in its value, we may make an appropriate deduction from your refund in accordance with UK consumer law.

Original packaging is recommended but is not a mandatory condition for exercising your statutory cancellation rights.

3. How to Request a Return

At Valene, we believe every customer deserves attentive and personal support.

If you wish to arrange a return, please contact our Customer Care team:

Email: contact@valene.uk

Please include your order number and the item concerned.

You are welcome to explain the reason for your return so we can better understand your concerns, although this is not required when exercising your statutory right to cancel.

Our team will personally assist you, address any concerns and provide the appropriate return address and shipping instructions.

We recommend contacting us before arranging any return shipment to ensure your parcel reaches the correct returns facility.

We aim to respond to enquiries within 24 hours on working days.

Your statutory cancellation rights do not depend on prior approval from our team.

4. International Returns & Shipping Costs

Valene works with international fulfilment and returns facilities.

Please note that returns are processed through our international returns facility in China.

For change-of-mind returns, customers are responsible for the direct cost of international return postage.

Return shipping costs may vary depending on the parcel size, weight, destination and postal service selected.

International return postage is not included in the original purchase price or any free delivery promotion.

Our Customer Care team will provide the designated return address and shipping guidance when you contact us.

We recommend using a tracked postal service and retaining proof of postage.

If your item is faulty, incorrect or not as described, Valene will cover reasonable and necessary return shipping costs where required under UK consumer law.

5. Faulty, Damaged or Incorrect Items

If your handbag arrives faulty, damaged or incorrect, please contact our Customer Care team at contact@valene.uk.

Where possible, please include photographs and a brief description of the issue to help us assist you efficiently.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Where the relevant legal conditions are met, you may be entitled to:

• A full refund under the statutory 30-day short-term right to reject.

• A repair or replacement, where appropriate.

• A price reduction or final refund in accordance with your statutory rights.

Your rights in relation to faulty goods may continue beyond the initial 30-day period.

Our Customer Care team will carefully review your concerns and help you find an appropriate resolution.

6. Refunds

Where you exercise your statutory right to cancel, refunds will be issued without undue delay and within 14 days of receiving your returned item or receiving evidence that you have sent it back, whichever is earlier.

Refunds will be made to your original payment method unless otherwise agreed.

Where applicable, refunds will include the original standard delivery charge. Additional charges for upgraded delivery services are not refundable beyond the cost of standard delivery.

We may make a reasonable deduction if an item has been handled beyond what would normally be permitted when examining it in a shop and its value has consequently been reduced.

No cancellation or restocking fees apply to returns made under your statutory cancellation rights.

Please allow additional processing time for your bank or payment provider to display the refund.

7. Items Damaged After Delivery

Damage caused by misuse, accidental damage, improper care or normal wear and tear is not generally considered a manufacturing fault.

For returns made under the statutory cancellation period, any deduction for diminished value will be assessed in accordance with UK consumer law.

This does not affect your statutory rights regarding faulty or incorrectly described goods.

8. Exchanges

We do not currently offer direct exchanges.

If you would prefer a different style or colour, please contact our Customer Care team for guidance.

You may return your original purchase in accordance with this policy and place a new order.

Your statutory rights relating to faulty goods remain unaffected.

9. Late or Missing Refunds

If your refund has been processed but has not yet appeared in your account, please:

• Check your original payment account.

• Contact your bank or card provider, as processing times may vary.

• Email contact@valene.uk if you require further assistance.

Our team will be happy to help.

10. Cancellation Form

You may use the following form to exercise your statutory right to cancel your purchase.

You are not required to use this particular format. A clear cancellation statement sent by email is also sufficient.

To: Valene – contact@valene.uk

I hereby give notice that I cancel my contract for the purchase of the following goods:

• Order number:

• Item(s):

• Ordered on:

• Received on:

• Customer name:

• Customer address:

• Date:

Please send your cancellation request to contact@valene.uk.

11. Contact Us

If you have any questions about returns, refunds or your order, our Customer Care team is here to help.

Valene Customer Care

Email: contact@valene.uk

Website: www.valene.uk

We are committed to providing helpful, attentive service and assisting you with any concerns about your purchase.

12. Your Statutory Rights

Nothing in this policy excludes, restricts or affects your statutory rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.