Cancellation Policy
Last Updated: Sept 09, 2025
This policy applies to consumer orders placed on valamdesign.com and distinguishes requirements for the United Kingdom and the United States to reflect applicable consumer laws.
For both regions, cancellation requests must be submitted by email to purchase@valamdesign.com, and additional legal rights may apply depending on jurisdiction.
How to cancel
To request a cancellation, email purchase@valamdesign.com with the order number, full name, items to cancel, and reason for cancellation; the timestamp of the email will determine eligibility under the timelines below.
Cancellation is confirmed only once a written confirmation is issued; if an order is already dispatched or marked “Ready to Ship,” pre-shipment cancellation may not be possible, subject to regional rights noted below.
United Kingdom
UK consumers have a statutory right to cancel most distance-sale goods within 14 days from the day after receipt, without needing to give a reason, and without being charged a cancellation fee for exercising that right.
Refunds under this statutory right must be made within 14 days of the trader receiving the goods back or evidence of return and must include the basic outbound delivery cost; a deduction is permitted only for handling beyond what is necessary to assess the goods.
Exemptions apply to goods that are bespoke, tailor-made, or clearly personalized, for which the 14-day cancellation right does not apply; whether an item is truly bespoke depends on case-specific factors.
Orders that are already shipped cannot be cancelled pre-delivery, but UK consumers can still exercise the 14-day right to cancel after delivery by returning eligible goods in line with the statutory process.
United States
There is no general federal cooling-off right for online purchases; the FTC’s Cooling-Off Rule does not apply to transactions conducted by internet, mail, or phone.
Under the FTC’s Mail, Internet, or Telephone Order Merchandise Rule, if shipment cannot occur within the stated timeframe (or within 30 days if none is stated), the seller must obtain consent to the delay or promptly refund payment for unshipped merchandise.
Pre-shipment cancellations are governed by the site policy below, and orders marked “Ready to Ship” cannot be cancelled pre-shipment.
Non-cancellable items
Custom, made-to-order, personalized, or otherwise bespoke products are not eligible for cancellation once confirmed, reflecting the bespoke exception in the UK and the site’s uniform practice for the US.
Where a product is assembled from standard options without unique specifications, UK law may treat it as non-bespoke and therefore cancellable within 14 days; this assessment is fact-specific.
Fees and refunds
“Order placed in error” within 24 hours: A cancellation may be requested within 24 hours of order placement; a 5% processing fee applies to discretionary cancellations, except that UK statutory cancellations within the 14-day cooling-off window must not incur such a fee.
Between 24 hours and at least 5 calendar days before scheduled dispatch: A 75% refund may be issued for discretionary cancellations of non-custom items, provided the order is not already “Ready to Ship”; this discretionary deduction does not apply to UK statutory cancellations of eligible goods.
Once “Ready to Ship”: Orders cannot be cancelled under the discretionary policy; in the UK, consumers can still return eligible goods after delivery within 14 days under statutory rights, while in the US, cancellation shifts to the returns policy if offered.
Refund method and timing: Refunds are issued to the original payment method; for UK statutory cancellations, refunds must be made within 14 days of receiving the goods back or evidence of return and include basic outbound shipping costs.
When cancellation isn’t possible
Orders for custom/bespoke items are not cancellable once confirmed, subject to any mandatory rights that cannot be excluded by law.
Orders already prepared as “Ready to Ship” or dispatched cannot be cancelled pre-shipment; UK consumers may still cancel after delivery within 14 days for eligible goods.
Regional summary
United Kingdom: The 14-day cooling-off right for most distance-sale goods overrides platform or processing fees and requires a timely refund including basic outbound postage; exceptions include bespoke or clearly personalized goods.
United States: No federal online purchase cooling-off right applies; discretionary cancellation windows and fees apply until “Ready to Ship,” and shipping delays must follow the FTC’s consent-or-refund framework.
Contact
To raise a cancellation request, email purchase@valamdesign.com; support will confirm eligibility and next steps based on order status and regional rules.
Legal notes
This policy is designed to operate alongside and not in place of mandatory consumer protections, including the UK Consumer Contracts Regulations and the FTC’s Mail, Internet, or Telephone Order Merchandise Rule.
Where there is a conflict, mandatory consumer law in the customer’s location applies, and any site-level fee or deduction is disapplied to the extent required by law.