Returns & Refunds Policy

1. Overview

This Returns & Refunds Policy applies to products purchased directly from VALORA INTERNACIONAL LTD (“VALORA”), company number 17408204, registered office 128 City Road, London, EC1V 2NX, United Kingdom. Nothing in this policy limits statutory rights that cannot legally be excluded.

2. Consumer Cancellation Rights

If you are acting as a consumer and purchase eligible goods online, you may normally cancel within 14 days after receiving the goods without giving a reason. After notifying us, you normally have a further 14 days to return the goods.

To cancel, email operations@valorainternacional.com with your name, order number, product, quantity, and a clear statement that you wish to cancel. We will provide return instructions and the authorised return location.

3. Products Excluded from Change-of-Mind Cancellation

Change-of-mind cancellations do not apply to goods that are:

• Made to order, personalised, cut to length, engraved, or specially configured;
• Specially sourced against an accepted quotation where a lawful exception applies;
• Sealed for health, hygiene, or safety reasons after the seal has been broken;
• Perishable or liable to deteriorate rapidly;
• Software or sealed media after unsealing;
• Hazardous, calibrated, or certification-controlled where return would make safe resale impossible.

This does not remove rights where goods are faulty, not as described, or otherwise non-conforming.

4. Business Customers

For purchases made wholly or mainly for business purposes, returns are subject to the agreed quotation, order acknowledgement, manufacturer conditions, and any restocking or return carriage charge disclosed before acceptance. Special-order and non-cancellable/non-returnable items will be identified before the order is accepted.

5. Faulty, Damaged or Incorrect Goods

Contact operations@valorainternacional.com promptly if goods are faulty, damaged in transit, not as described, incomplete, or incorrect. Include the order number, a description of the issue, photographs, and any serial, batch, or packaging information requested.

Where required by law, VALORA will arrange an appropriate repair, replacement, price reduction, or refund. Consumer goods reported as faulty are handled in accordance with applicable statutory rights.

6. Return Authorisation

Do not send products to VALORA’s registered office or directly to a supplier without written instructions. Blind-dropshipped products may have a specific authorised return warehouse. Unauthorised returns can be delayed or rejected by the carrier or warehouse.

Returned goods should include the return authorisation reference and be packaged securely with all supplied accessories, manuals, and certificates.

7. Condition of Returned Goods

Consumers may inspect goods in the same way they reasonably could in a shop. A lawful deduction may be made if handling beyond what is necessary reduces the value of the goods. Business returns must normally be unused, complete, and in resaleable condition unless the return concerns a verified defect.

8. Return Delivery Costs

For eligible consumer change-of-mind returns, responsibility for return delivery will be stated in the pre-contract information and return instructions. Where goods are faulty, damaged, incorrect, or not as described, VALORA will cover reasonable return costs where required by law.

9. Refund Timing and Method

Approved refunds are made to the original payment method unless otherwise agreed or legally required. For eligible consumer cancellations, refunds will be processed within the period required by law, normally no later than 14 days after the returned goods are received or after acceptable evidence of return is provided.

Where required, the standard outbound delivery cost will also be refunded. Any additional amount paid for an enhanced delivery service is not normally refundable beyond the standard delivery cost.

10. Order Cancellation Before Dispatch

Contact us immediately if you need to cancel an order before dispatch. Standard stocked goods can usually be cancelled before supplier processing. Special-order, configured, or already dispatched products may be subject to the applicable return conditions, provided these were disclosed before the order was accepted.