Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Cancellation Period

You have 14 days from receiving your order to cancel, and 30 days to request a return. Either way, email us at support@valelus.com and we'll send you the return address and instructions.

Return Procedure

To start a return, contact us at support@valelus.com with your order number. We'll confirm eligibility and send you the return address and instructions.

Our fulfilment centre is in Asia, not at our London office, so returns are posted there. Please use a tracked service and send us the tracking number so we can both follow the parcel.

The fastest way to get what you actually want is to return the item you have, and once the return is accepted, place a separate order for the replacement.

Shipping Costs

For change-of-mind returns, you cover the return postage, typically £15 to £25 for a tracked parcel from the UK. We charge no handling or administration fee of any kind; postage is the only cost to you.

If your item arrives defective, damaged, or isn't what you ordered, the return is on us, we'll cover the cost of sending it back and never ask you to cover shipping, customs, or any other fee for a return caused by our error.

Damaged Goods

If your item arrives defective, damaged, or isn't what you ordered, please contact us straight away with photos. In these cases, we'll cover the cost of the return and either replace the item or issue a full refund, in line with your rights under the Consumer Rights Act 2015.

Restocking Fee

We do not charge a restocking fee on any return. The only cost to you is return postage on change-of-mind returns, see Shipping Costs above, there are no other deductions from your refund.

Refund Method

Once your return arrives and has been checked, we'll notify you whether it's approved. If approved, you'll be automatically refunded to your original payment method, we do not offer store credit or exchanges via refund, only a refund back the way you paid.

Refund Processing Time

Refunds are issued within 10 business days of your return being approved. Please allow extra time after that for your bank or card provider to process and post the refund. If more than 15 business days have passed since approval, contact us at support@valelus.com.

Exceptions / non-returnable items

Certain items cannot be returned, such as custom or personalized products, personal care goods (e.g. beauty products), and hazardous materials. Sale items and gift cards cannot be returned. Get in touch if you have questions about a specific item.

Contact Information

Store name: Valelus
Company name: SFF Ventures Ltd
Company Address: 4th Floor, Silverstream House, 45 Fitzroy Street, London, W1T 6EB
Company nr: 17427110
Phone: +44 20 4634 8181
Email: support@valelus.com
Available times: Mon–Fri 09:00–17:00 (GMT), Weekends 11:00–16:00 (GMT). We aim to respond within 24 hours.
You can also reach us through our contact page.