Refund policy
We have a 14-day return policy, which means you have 14 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@valsahome.com. Please note that returns will need to be sent to the following address: Rua Pereira e Sousa, 19 - 1 Direito. 1350-243, Lisbon, Portugal.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@valsahome.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
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 hello@valsahome.com.
EU Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party indicated by you, receive(s) the last item of your order. If the withdrawal period ends on a weekend or public holiday, it is extended to the next business day.
How to exercise your right of withdrawal
To exercise your right of withdrawal, you must inform us of your decision by submitting a return or cancellation request through your account portal before the withdrawal period expires.
Cancellations
You may cancel your order at any time before it has been fulfilled. Once an order has been fulfilled and shipped, the standard return process applies.
Effects of withdrawal
Upon receipt of your returned items, we will reimburse all payments received from you, including standard delivery costs. Reimbursement will be made using the same payment method you used for the original transaction.
You are responsible for the direct cost of returning the goods unless otherwise stated.