Returns & Refunds

1. If your order is faulty, damaged or incorrect

Please email us as soon as possible at enquiries@valegifts.co.uk with your order number, a clear description of the issue and photographs where relevant. We will review the problem and offer an appropriate solution, such as a replacement, repair or refund.

Nothing in this policy affects your statutory rights. You are entitled to a remedy where goods are faulty, not as described or not fit for purpose.

2. Personalised and made-to-order items

Items customised with a name, message, photo, design, selected options or other personalisation are made specifically for you. For this reason, we cannot accept cancellations, returns or refunds for a change of mind once personalisation or production has begun.

Please check all spelling, names, messages, selected options and delivery details carefully before placing your order. We will use the information supplied at checkout. If we make an error, or the item arrives faulty, damaged or not as described, please contact us and we will put it right.

3. Non-personalised items and change-of-mind returns

For eligible non-personalised items bought online, you may tell us within 14 days of receiving your order that you wish to cancel and return it. Please return the item within 14 days of telling us. You may inspect an item as you would in a shop; a deduction may be made where permitted by law if handling has reduced its value.

Unless the item is faulty, damaged or incorrect, return postage is the customer’s responsibility. We recommend using a tracked service and keeping proof of postage.

4. Hygiene and consumable items

For health, hygiene and safety reasons, sealed personal-care or hygiene items cannot be returned once unsealed. Food, drink and other consumable items must be unopened and suitable for resale to be considered for a non-fault return. This does not affect your rights where an item is faulty, damaged or incorrect.

5. Refund timing

Once an eligible return has been received and checked, we will let you know the outcome by email. Approved refunds are issued to the original payment method. Where the statutory cancellation right applies, refunds are normally made within 14 days after we receive the returned goods or, where applicable, evidence that they have been sent back. The refund includes the price paid and the standard delivery charge where required by law; extra cost for a premium delivery option is not necessarily refundable beyond the standard-delivery amount.

7. Cancelling an eligible return

You do not need to print, complete or post a paper form. Simply email enquiries@valegifts.co.uk or message us on WhatsApp within the applicable cancellation period. Please include your order number if you have it; we will reply with the information and return instructions we need.

If you specifically prefer to use the standard cancellation form, it is available here.