Refund policy
VALÈNOR aims to ensure that our customers have a positive experience on our store! However, in case of any issue, we present our
Return and refund policy:
1. Customer Complaints
In case of any issue, customers should report order-related problems through VALÈNOR official customer support email [contact.valenore@gmail.com] as a complaint.
For efficient processing, customers should provide:
- Order details.
- A description of the problem.
- Relevant photographs or videos.
- Any other information requested for verification.
Complains must be submitted through VALÈNOR designated customer-support email [contact.valenore@gmail.com] within the applicable period that is 48 hours and the complaints would be reviewed according to the applicable fulfillment and return procedures.
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2. Returns
VALÈNOR aims to ensure that customers receive products matching their order and product description.
Eligible products may be returned within the applicable return period when there is a genuine issue with the order or product.
Return eligibility may include situations such as:
- Receiving the wrong product.
- Receiving a defective product.
- Receiving a damaged product.
- Receiving a product with a genuine quality issue.
- Receiving a product that significantly differs from the ordered item.
Return requests should be submitted as the customer complaints as mentioned earlier within the applicable period of 48 hours.
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3. Damaged Products
If a customer receives a damaged product, the issue should be reported to VALÈNOR immediately in the form of the complaint system mentioned earlier.
Customers may be asked to provide clear photographs or videos of:
- The product.
- The packaging.
- The damage.
- The received parcel.
The complaint will be reviewed before a replacement or refund is approved.
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4. Wrong or Missing Products
If your order includes multiple items then your order may be subject to different delivery times due to the differences in the warehouses of our suppliers.
However, in case of an incorrect product, they should contact VALÈNOR promptly via the customer complaint system mentioned earlier in the applicable period of 48 hours.
The customer may be required to provide photographs or videos showing the received product and packaging.
After verification, VALÈNOR may arrange an appropriate replacement or refund where applicable.
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5. Product Quality
VALÈNOR aims to provide products that correspond to their listed descriptions and specifications.
If a customer receives a product with a genuine quality issue, the customer may report it within the applicable period for review.
Minor differences in colour, appearance, packaging, or manufacturing may occur and do not necessarily qualify as a product defect.
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6. Refunds
If a customer complaint is approved after review, the applicable resolution may include a refund or replacement, depending on the circumstances.
Refund eligibility is determined after the reported issue has been reviewed.
Customers may be required to provide photographs, videos, or other evidence before a refund is approved.
Refund processing time may depend on the applicable payment or fulfillment process. We'll be updating you via email.
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We're committed to give our customers a premium experience at our store so feel free to contact us on our official customer support email [contact.valenore@gmail.com]