Returns

Returns, handled by Valemore

Your order is with Valemore. If you need to cancel, return something or report a problem, email support@valemore.co.uk with your order reference. We will explain the next step and arrange the appropriate resolution.

Your legal cancellation rights

For most eligible online purchases, you can tell us you wish to cancel within 14 days after you (or someone you nominate) receive the goods. You then have a further 14 days to send the goods back. Email us to exercise your right to cancel; you do not need to give a reason or wait for our permission. If goods in one order arrive separately, the legal cancellation period normally runs from receipt of the last item. Certain exclusions apply, including qualifying sealed hygiene products once unsealed.

Our additional 30-day returns offer

We also offer change-of-mind returns for eligible goods for up to 30 days after delivery, provided the goods remain new, unused and unopened, with their hygiene seal intact where supplied. This extra offer does not reduce your statutory cancellation rights during the first 14 days, when different legal rules about inspection and handling may apply. We do not charge a restocking fee for returns accepted under this offer.

Sealed intimate-wellness products

Some items supplied with a protective hygiene seal cannot be returned for change of mind after the seal has been broken, where the legal health-protection or hygiene exception applies. Opening the outer delivery box does not, by itself, remove your cancellation rights. These change-of-mind rules do not affect your rights if a product is faulty, incorrect or not as described.

Return postage and refunds

For eligible change-of-mind returns, you normally arrange and pay the return postage. Contact us for the correct return instructions and address. Where the law requires us to cover the return cost, including certain faulty-goods returns, we will do so.

For a qualifying cancellation, we refund the eligible amount, including the cost of our least expensive standard outward delivery option when the law requires it. Extra delivery upgrades are generally not refunded. We process refunds without undue delay and within applicable legal deadlines: for returned goods, no later than 14 days after we receive them back or you provide evidence of sending them, whichever is earlier; where there are no goods to send back, no later than 14 days after you tell us you are cancelling. Refunds go to the original payment method unless you expressly agree otherwise. We do not charge you a refund-processing or restocking fee for exercising statutory cancellation rights. If that payment method cannot accept a refund, contact us and we will arrange an appropriate alternative.

Faulty, damaged, incorrect or missing items

If something arrives faulty, damaged, incorrect or not as described, contact Valemore. Your remedies under the Consumer Rights Act 2015 apply independently of our change-of-mind policy or any hygiene exception. Depending on the circumstances, you may be entitled to reject goods for a refund, or request a repair or replacement. We will not make your statutory remedy dependent on obtaining a credit from our supplier. We will cover reasonable return costs where required by law.

Nothing here limits your statutory consumer rights.