Refund policy
Please review the guidelines below to determine the eligibility of your items for a return.
We proudly offer a 30-day window for returns, allowing you ample time to decide if your purchase meets your expectations. This policy is available to our valued customers worldwide.
Easy Returns Process: Should you decide to initiate a return, our process is designed to be straightforward and convenient. Just make sure to keep these key points in mind:
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Original Condition: Returned items must be in their original, unaltered condition, free from any signs of wear or damage.
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Complete Packaging: For returns made by mail, kindly ensure that the item is returned in all of its original packaging. This includes all tags, the box, and any accompanying pouches.
Return Shipping Details: While we strive to offer you a seamless return experience, please note that return shipping fees are non-refundable. For returns originating from Canada and the US, a return shipping fee of $20 applies. For all other countries, the fee is $30. These fees are subtracted from the refund amount to cover the cost of processing your return.
Initiating Your Return: To start a return, you can contact us at concierge@valenciana.ca. Upon acceptance of your return request, we'll provide you with a return shipping label and detailed instructions on how and where to send your package. It's important to note that items sent back to us without first requesting a return will not be accepted.
Damages and Issues: Your satisfaction is our priority. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This will allow us to promptly evaluate the issue and make it right.
Exclusions and Limitations: Unfortunately, we cannot accept returns on sale items or gift cards. We appreciate your understanding of this policy.
Efficient Exchanges: The fastest way to ensure you get what you want is to return the item you have. Once your return is accepted and processed, you can proceed to make a separate purchase for the desired item.
Refund Process: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at concierge@valenciana.ca.
We're committed to ensuring your satisfaction with every purchase, and our return policy reflects our dedication to your peace of mind. If you have any questions or need assistance with your return, please don't hesitate to contact our friendly customer support team. Thank you for choosing Valenciana.