Refund policy

In a nutshell

Returns can be made within 30 days.
Returned articles must be in impeccable condition and in their original packaging.
Returns can be requested from your account.
Costs and liability for return shipping lie with the customer.
Don't forget to mention the order number on or inside the return package.
Returns might take up to 7 working days to be processed.
Refunds are issued within 5 working days after processing the return.

Return conditions

Return period

We offer a 30-day return policy, which means you have 30 days, beginning the day after you received your order, to request a return.

Impeccable condition

To be eligible for a return, your item(s) must be in the same condition that you received them: unused, clean, and in their original packaging. If you return an article that does not meet these criteria, your refund may be reduced or your return may be denied.

Shipping costs

Costs for the return are the responsibility of the customer. We do not offer free return shipping labels unless your order is covered under warranty.

Liability

Return shipments are sent at the buyer's risk. This means that Valenta is not liable for items that are damaged or lost during delivery.

We recommend using a traceable shipping method so you can keep track of your shipment. For higher-value shipments, consider adding insurance. Please also ensure that your items are packaged appropriately to prevent damage during transit.

Return procedure

Check eligibility

Before starting the procedure, please check whether you are eligible for a return. To be eligible, you must still be within the 30-day return period and your item(s) must be unused, clean, and in their original packaging.

Request return

To request a return, please log in to your customer account on our site. Go to the account icon in the header on desktop, or open the menu and select "Login" on mobile. After entering your email address, you will receive a login code that you can use to access your account.

In your order overview, select the order you want to return and click "Request return". Select your reason for returning the item and, if applicable, choose which products you would like to return. Complete the process by submitting your request. You will receive an email confirming that your request has been submitted.

Approval

Once your return request has been approved, you will be notified by email.

Sending

You can send your item(s) back with a parcel carrier of your choice to the following address:

Valenta International BV
Returns Department
Impuls 105
1446 WL Purmerend
The Netherlands

Always make sure that you write the order number clearly on the package or enclose the picking list inside, as we cannot process returns that cannot be assigned to an order.

Please note that returns are sent at your own cost and risk.

Processing

Once we have received your parcel, it can take up to 7 working days for your return to be processed.

When your return complies with our return policy, we will issue a refund to the payment method used when purchasing the item(s). If your return does not comply with our return policy, we reserve the right to reduce the refundable amount or reject the return depending on the circumstances.

Refunds

If you have already paid, we will refund all payments made, including the initial shipping costs, within 3–5 business days depending on your payment method. Refunds are free of charge.

European Union 14 day cooling off period

In accordance with EU directive 2023/2673

Notwithstanding the above, if the merchandise is being shipped into a country of within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, clean and in its original packaging.

Before submitting your withdrawal request, please note the following:

The statutory right of withdrawal generally applies only to consumers.
Unless an exception applies, you may withdraw from your purchase within 14 days without giving any reason.
The withdrawal period generally begins on the day on which you, or a third party designated by you (other than the carrier), receive the goods.
To exercise your right of withdrawal within the applicable deadline, you must submit your withdrawal request before the 14-day withdrawal period expires.
After exercising your right of withdrawal, you must return the goods without undue delay and, in any event, no later than 14 days from the date on which you notified us of your decision to withdraw.
If your order has already been dispatched from our warehouse, we are no longer able to cancel or intercept the shipment. In such cases, you must accept delivery and are responsible for the direct costs of returning the goods.
If your order has not yet been dispatched, we will cancel the shipment and refund any shipping costs paid by you.
You are liable for any diminished value of the goods only if such diminished value results from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.
Certain goods and services are excluded from the statutory right of withdrawal, or the right may expire prematurely. Examples include goods made to your specifications or clearly personalized, sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, sealed audio or video recordings or software once unsealed, and digital content or digital services where performance has begun with your prior express consent and acknowledgement that you thereby lose your right of withdrawal.

Warranty

The warranty period of an item from our range is usually 1 year and only applies to manufacturing defects, such as stitching or closures. It does not apply to wear and tear or aging caused by normal or intensive use.

If a product you ordered is faulty, please contact us as soon as possible so we can find a suitable solution together.

If you have any questions concerning returns and warranty, please do not hesitate to get in touch with us.