Exchange Policy
Last Updated: Sept 09, 2025
This policy covers product exchanges for customers in the United Kingdom and United States, with region-specific terms reflecting applicable consumer protection laws.
How to Request an Exchange
Contact method: Email purchase@valamdesign.com with your order number, item(s) to exchange, preferred replacement, and reason for exchange.
Required information: Include original order details, condition of item, and whether the exchange is due to sizing, preference, fault, or misdescription.
Processing time: Exchange requests are typically processed within 2-3 business days of receiving your email.
United Kingdom Exchange Rights
Statutory 14-day exchange period: UK consumers can exchange most distance-sale goods within 14 days of receipt for any reason, without needing to justify the exchange.
Faulty goods protection: Items that are faulty, not as described, or not fit for purpose can be exchanged within 6 months of purchase unless we can prove the item was not faulty when sold.
No deduction for statutory exchanges: When exercising your 14-day statutory right, no handling fees or deductions apply beyond what's necessary to inspect the goods.
Return shipping: For statutory exchanges, we'll provide a prepaid return label; for discretionary exchanges beyond statutory rights, return shipping costs may apply.
United States Exchange Terms
Discretionary exchange window: US customers can request exchanges within 30 days of delivery for non-custom items in original condition.
Exchange shipping: Return shipping costs are covered by valamdesign for exchanges due to our error (wrong item sent, defective product); customer covers return shipping for size/preference changes.
Processing approach: We aim to process exchanges promptly, though no federal law mandates specific timeframes for voluntary exchanges.
What Can Be Exchanged
Eligible items:
- Standard products in original condition with tags attached
- Items in original packaging and unopened where applicable
- Products showing manufacturing defects or damage
- Items not matching website description or specifications
Exchange options:
- Same item in different size/color (subject to availability)
- Different item of equal or lesser value
- Store credit for future purchases
- Upgrade to higher-value item with price difference payment
Non-Exchangeable Items
Excluded products:
- Custom, bespoke, or personalized items once production begins
- Items damaged by customer use beyond normal inspection
- Products missing original packaging or tags
- Health and hygiene sensitive items (if applicable to product range)
UK exception: Even excluded items may be exchangeable if faulty, not as described, or unfit for purpose under the Consumer Rights Act.
Condition Requirements
Acceptable condition:
- Unworn/unused with original tags and packaging
- Free from damage, stains, odors, or alterations
- All accessories and documentation included
- Items can show signs of careful inspection only
Inspection standards: Items showing excessive handling, damage, or use beyond reasonable inspection will not qualify for exchange.
Exchange Process
- Step 1: Email purchase@valamdesign.com with exchange request details
- Step 2: Receive return authorization and shipping instructions
- Step 3: Package item securely with all original components
- Step 4: Ship using provided instructions and tracking method
- Step 5: New item dispatched once return is received and inspected
Timeline: Exchanges typically complete within 5-10 business days after we receive the returned item.
Fees and Costs
UK statutory exchanges: No fees for exercising 14-day cooling-off rights or returning faulty/misdescribed goods; return shipping provided.
Discretionary exchanges:
- Manufacturing defects or our errors: No fees, return shipping covered
- Size/preference changes: Return shipping cost applies (typically £3-8 depending on item)
- Exchanges to higher-value items: Price difference payment required
Restocking: No restocking fees apply to any exchanges, regardless of reason.
Regional Legal Compliance
United Kingdom: This policy operates alongside your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and Consumer Rights Act 2015, which cannot be excluded or limited.
United States: Exchange terms are discretionary business policies; check your state's consumer protection laws as some states may provide additional rights beyond this policy.
Items Not As Described or Faulty
Immediate exchange rights: Both UK and US customers can exchange items that don't match descriptions, have manufacturing defects, or are damaged upon arrival.
No time limits for misdescription: UK customers have up to 6 months to claim items weren't as described; US customers should contact us promptly upon discovery.
Quality guarantee: If a replacement item also proves faulty, UK customers are entitled to a full refund; US customers receive store credit or refund at our discretion.
Contact and Disputes
Primary contact: purchase@valamdesign.com for all exchange requests and inquiries
Response time: We aim to respond to exchange requests within 24 hours during business days
Dispute resolution: Unresolved issues can be referred to relevant consumer protection agencies in your region
Policy Updates
This exchange policy may be updated periodically to reflect business changes or legal requirements; current version always available at valamdesign.com/exchange-policy.
Effective date: This policy applies to all orders placed after the publication date shown on our website.