14-day return policy
Refund policy
You may return products within 14 days of receipt. Products must be unused and in their original packaging. The cost of return shipping is borne by the customer.
If the packaging or seal has been opened and the product does not meet your expectations, such as the scent of the oil, you are responsible for any decrease in value. Please therefore check carefully which products you order.
Report your return within 14 days of receipt. After your notification, you have another 14 days to send the package back. Send a message to info@valvoura.com to receive a return form. Send your package to:
Valvoura
Attn. Customer Service
Benzenraderweg 1
6411 EC Heerlen
The Netherlands
Include the following with every return:
- Name
- Address
- Phone number
- Ordered on and received on
- Order number
- Return date
- Reason for return
Pack products securely in a box so they arrive safely. We are not liable for damage or loss during transit. Keep your proof of shipment with track and trace until the return has been fully processed.
Incorrect delivery
If you receive a product you did not order, please leave the packaging closed. A product whose seal, cap, or lid has been opened is considered accepted and can no longer be exchanged. Send a message to info@valvoura.com. You will then receive the correct product right away.
Exchanges
To exchange a product, follow the same steps as for a return. Once we have received and processed the returned product, the amount will be settled against the new product. If the new product is more expensive, you pay the difference. If it is cheaper, you receive the remaining amount back.
Right of withdrawal
You have the right to withdraw from your order within 14 days of receipt without giving any reason. The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), receive the product.
To exercise the right of withdrawal, send a clear statement by email or by post to Valvoura within this period. It is sufficient that your notification is sent before the withdrawal period expires.
After receipt and approval of your return, we will refund the purchase amount via the same payment method used to place the order. Where applicable, the standard shipping costs of the original delivery will also be refunded when the entire order is returned. The cost of returning a product is at your own expense.
We reserve the right to charge for any decrease in value if the product has been used beyond what is necessary to establish its nature, characteristics, and functioning.
After your withdrawal notification, you must return the product to us as soon as possible, but no later than within 14 days. You are on time if you send the package before this period expires.
Once we have received and checked your return, we will refund the purchase amount via the same payment method used to place the order. The refund will take place no later than 14 days after receipt of the return, unless otherwise agreed.
Refunds
Once the return package has been received in good condition, we will refund the purchase amount. This will happen within 14 days. Keep your proof of shipment until the refund has been completed.