Refund policy
Returns & Refunds Policy
At VALMORA, we want you to be happy with your purchase. If something isn’t right, we’re here to help.
30-Day Returns
We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be:
- Unused and unlit
- In the same condition in which you received it
- In its original packaging
- Accompanied by your order confirmation or other proof of purchase
To request a return, please contact us at Info@valmoracandles.store with your order number and reason for the return.
If your return is accepted, we’ll provide instructions on how and where to send your item.
Please do not send items back without contacting us first, as unauthorised returns may not be accepted.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives.
If your order arrives damaged or defective, or you receive the wrong item, please contact us as soon as possible at Info@valmoracandles.store.
Please include your order number and, where possible, photographs clearly showing the issue. We’ll review the problem and provide an appropriate solution.
Non-Returnable Items
For safety and quality reasons, candles that have been lit, burned or otherwise used cannot normally be returned unless they are faulty or your statutory consumer rights otherwise apply.
We also cannot accept returns of:
- Gift cards
- Items specifically identified as non-returnable where permitted by applicable law
If you’re unsure whether your item is eligible for a return, please contact us before sending anything back.
Exchanges
If you’d like to exchange an item, please contact us first.
Where appropriate, the easiest option may be to return the original item and place a new order for your preferred product once the return has been accepted.
Return Shipping
Return instructions will be provided once your return request has been approved.
If an item is being returned because it arrived damaged, defective or incorrect, please contact us before arranging postage so we can provide the appropriate instructions.
For other eligible returns, return shipping costs may be the responsibility of the customer where permitted by applicable law.
Cancellations & Consumer Rights
Depending on where you live, you may have additional legal rights when purchasing products online, including rights to cancel eligible purchases within a specified period.
UK and certain European customers may have statutory cancellation rights for eligible online purchases.
Nothing in this Returns & Refunds Policy limits or excludes any statutory consumer rights that apply to your purchase.
Refunds
Once we receive and inspect your return, we’ll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days after the refund has been issued for your bank or payment provider to process it.
If more than 15 business days have passed since we confirmed your refund and you still haven’t received it, please contact us at:
Contact Us
For any questions regarding returns, exchanges or refunds, please contact:
VALMORA
Email: Info@valmoracandles.store