Refund policy

RETURN & REFUND POLICY

At VALCENDRIA, we want you to shop with confidence. Please read our return and refund policy below.

1. Right of Withdrawal — 14 Days

If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to applicable legal exceptions.

To exercise this right, you must notify us of your decision before the 14-day period expires.

Email: valcendria@gmail.com

After notifying us, you must send the goods back within 14 days, unless we have agreed otherwise.

Your statutory consumer rights remain unaffected by our additional commercial return policy.

2. Extended Returns — 30 Days

In addition to your statutory rights, VALCENDRIA offers a voluntary 30-day return period, starting from the date you receive your order.

For returns requested after the statutory withdrawal period, items must be unused, undamaged and returned with their original accessories and packaging where reasonably possible.

This voluntary extension does not limit your statutory rights concerning withdrawal, defective goods or products that do not conform to the contract.

3. How to Request a Return

Please contact us at valcendria@gmail.com and include your order number and the product you wish to return.

Our customer service team will provide return instructions and the applicable return address.

Please do not send items to an address that has not been confirmed by our team.

We aim to respond within 24 to 48 business hours.

4. Return Shipping Costs

For returns due to a change of mind, customers are responsible for the direct cost of returning the goods, provided they were informed of this responsibility before purchase.

If a product is defective, damaged or does not conform to the contract, VALCENDRIA will cover the necessary return shipping costs where required by applicable consumer law.

No separate restocking or return handling fees will be charged.

Your statutory consumer rights remain unaffected.

5. Refunds

For a statutory withdrawal, we will reimburse the payments received from you, including standard outbound delivery charges where required by law, without undue delay and no later than 14 days after being informed of your decision to withdraw.

Where legally permitted, we may withhold reimbursement until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.

For returns made under our voluntary 30-day policy after the statutory withdrawal period, we will refund the eligible product price within 14 days of receiving and inspecting the returned item. Original delivery charges are not refunded under this voluntary extension unless required by law.

Refunds will be issued using the original payment method unless otherwise expressly agreed.

6. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us at valcendria@gmail.com.

Include your order number and a description of the issue. Photographs may help us resolve your request more quickly but are not a condition for exercising your statutory rights.

We will assess your request and provide the remedies required by applicable consumer law.

7. Exceptions

Certain products may be excluded from the statutory right of withdrawal where a legal exception applies, including qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Any applicable exception will be communicated in accordance with consumer law.

These exceptions do not remove your statutory rights in relation to defective or non-conforming goods.

8. Contact

VALCENDRIA