Refund policy

Refund Policy

Effective date: 28 September 2026

This policy explains how to cancel an order, return an item and get a refund. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Cancelling before dispatch

You can cancel an order at any time before it is dispatched by emailing support@valaros.shop with your order number. We will refund you in full to your original payment method.

Your 14-day right to cancel

You have a legal right to cancel your order for any reason up to 14 days after the day you receive it. To cancel, tell us clearly by email at support@valaros.shop, including your order number. You then have a further 14 days to send the item back.

Our 30-day returns

In addition to your legal rights, you can return any item within 30 calendar days of delivery for a refund.

How to return an item

  1. Email support@valaros.shop with your order number and the item you would like to return.
  2. We will reply within 24–48 hours on business days with your return authorisation and the address to send the item to.
  3. Pack the item securely. Please use the original packaging where possible. It is not required, but it helps protect the piece in transit.
  4. Send the item back using a tracked service and keep proof of postage.

Condition of returned items

You may handle an item as you would in a shop to check it. If an item is returned with damage caused by handling beyond that, we may reduce the refund to reflect its reduced value.

Each piece is carved and finished by hand, so small natural variations in wood grain, colour and detail are expected. These variations do not affect your right to cancel or return an item.

Refunds

We refund you within 14 days of receiving the item back, or of receiving proof that you have returned it, whichever is earlier. Refunds are made to your original payment method. Your bank may take a few extra days to show the refund.

Return postage

  • Faulty, damaged or incorrect items: we pay for return postage and will refund or replace the item.
  • Change of mind: you pay for return postage.

Faulty or damaged items

If an item arrives damaged or faulty, please email support@valaros.shop as soon as possible, ideally within 7 days of delivery, with your order number and photos of the item and packaging. Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and this is not limited by the timeframe above.

Contact

Valaros (trading name of Mark Harvey Stephen Davis, sole trader)
128 Hoxton Street, London N1 6SH, United Kingdom
Email: support@valaros.shop
Phone: +44 20 4652 8827
Hours: Monday–Friday, 9:00–18:00 UK time (excluding UK bank holidays)

See also our Shipping Policy and Terms of Service.