Refund policy

Last updated: 3 October 2026

Changing your mind

You may cancel an eligible online order without giving a reason, from the time you place it until 14 days after the day you or your nominated recipient receives the goods. If goods in a single order are delivered separately, this period runs from the day after the last item is received.

To cancel, email hello.valmere26@gmail.com with your order number and a clear statement that you wish to cancel. You can also contact us by telephone on +44 7512 340112 or write to Valmere at 103 Latimer Road, Eastbourne BN22 7EP, United Kingdom. You may use the cancellation form below, but you do not have to. You do not need our approval to exercise your statutory right to cancel.

Returning your order

After telling us you wish to cancel, send the goods back within a further 14 days, unless we have offered to collect them. Valmere coordinates returns with our delivery partners. We will provide the return instructions and reference for your item, or arrange collection where needed. Please contact us promptly for these arrangements.

Return destinations vary by product. Our correspondence address is not a returns warehouse. Please do not send goods to that address or directly to a supplier without return instructions. If you have not received instructions, contact us again so we can help; a delay in our response does not remove a cancellation right you exercised on time.

Please package goods securely and keep their original packaging where possible, particularly for furniture and fragile items. Your statutory rights do not depend on retaining the original packaging. You may inspect an item as you would in a shop. A deduction for diminished value may apply only to handling beyond what is necessary to establish its nature, characteristics and functioning, as permitted by law.

Return costs and restocking fees

For a change-of-mind cancellation, you pay the direct return cost only where this responsibility was clearly disclosed before purchase and the law permits it. Where an item cannot normally be returned by post, the return cost or an appropriate estimate must also have been disclosed before purchase. If the required information was not provided, we cover the return cost. We do not charge a restocking fee for exercising your statutory cancellation right.

We cover reasonable return or collection costs for goods that are faulty, damaged on delivery, incorrect or not as described.

Faulty, damaged or incorrect items

Please email hello.valmere26@gmail.com with your order number and details of the problem as soon as you can. Photos can help us resolve a damage claim, but are not a condition of your statutory rights. For goods that are faulty or not as described, you normally have a 30-day short-term right to reject them for a refund. Further rights to a repair, replacement, price reduction or refund may apply after that period. Missing an immediate damage-reporting deadline does not remove your statutory rights.

Exceptions to change-of-mind cancellation

The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised for you. An item ordered specially from a supplier, or selected from standard options, is not automatically excluded. Any applicable exclusion will be explained before purchase. This does not affect your rights where goods are faulty, damaged, incorrect or not as described. Sale items have the same statutory rights as full-price items.

Refunds

For an eligible cancellation, we refund the price paid and the cost of our least expensive standard outward delivery option. If you chose a more expensive delivery service, the additional delivery cost is not refundable under the statutory cancellation right.

If we have not offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence that you sent them back, whichever is earlier. We will refund you without undue delay and within 14 days of that point. If we have offered to collect the goods, or the order has not been dispatched, we will refund you without undue delay and within 14 days of being told that you are cancelling. Any lawful deduction for diminished value is explained above.

Refunds are made to the original payment method unless you expressly agree otherwise, and you will not be charged a refund fee. Your bank or payment provider may take additional time to show the refund. Refunds for faulty goods are processed in accordance with your statutory rights.

Exchanges

Contact us if you want a different item. A change-of-mind exchange is normally handled by returning the original item under this policy and placing a new order. This does not limit any right to a replacement for faulty goods.

Optional cancellation form

Complete and send this only if you wish to cancel your order. Send it to hello.valmere26@gmail.com or to Valmere, 103 Latimer Road, Eastbourne BN22 7EP, United Kingdom.

I give notice that I cancel my contract for the following goods:
Order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Customer signature (only if sent on paper):

This form is for notice of cancellation, not an instruction to send goods to the correspondence address. Please contact us for return or collection arrangements. Nothing in this policy limits your statutory consumer rights.