Product Correction Policy

Last Updated: Sept 09, 2025

This policy covers situations where products require correction due to defects, shipping errors, or items not matching specifications, with region-specific terms reflecting UK and US consumer protection laws.

What Qualifies for Product Correction

• Manufacturing defects: Items with flaws that occurred during production, including stitching errors, material defects, color variations, or structural issues.
• Shipping errors: Wrong item sent, incorrect size/color shipped, missing components, or incomplete orders delivered.
• Description mismatch: Products that don't match website specifications, measurements, materials, or features as advertised.
• Quality issues: Items that fail to meet reasonable quality expectations for the product type and price point, including premature wear or functionality problems.
• Damage in transit: Products damaged during shipping, including packaging failures that resulted in product damage.

How to Report Product Issues

Contact method: Email purchase@valamdesign.com immediately upon discovering any product issue, ideally within 7 days of delivery.

Required details: Include order number, photos of the issue, description of the problem, and your preferred correction method (replacement, repair, refund).

Response time: We acknowledge correction requests within 24 hours and provide resolution plans within 48 hours of receiving complete information.

United Kingdom Rights

• 30-day full protection: UK customers can reject faulty, misdescribed, or unsatisfactory goods within 30 days of receipt for a full refund, with no obligation to accept repair or replacement first.
• 6-month repair/replacement period: Between 30 days and 6 months, we must offer repair or replacement before any refund consideration; the burden of proving the item was faulty when sold remains with us during this period.
• Extended protection: UK customers have up to 6 years to claim compensation for products that weren't of satisfactory quality when sold, though after 6 months the burden shifts to prove the fault existed at purchase.
• Durability expectations: Products must last a reasonable time based on price, type, and how they're marketed; premium items are held to higher durability standards than budget alternatives.

United States Terms

• Voluntary correction period: US customers can report product issues within 60 days of delivery for our standard correction services, though no federal law mandates this timeframe.
• Good faith resolution: We address legitimate quality issues, shipping errors, and description mismatches promptly and fairly, typically through replacement or store credit.
• Warranty integration: Product corrections work alongside any manufacturer warranties, extended protection plans, or state-specific consumer rights that may apply.

Correction Options Available

• Immediate replacement: Send correct/replacement item at no charge, with prepaid return label for defective/wrong item.
• Repair service: For repairable defects, we coordinate professional repair or provide repair instructions and materials where appropriate.
• Full refund: Available for UK customers within 30 days, or when replacement/repair isn't feasible or satisfactory.
• Partial refund: Offered when minor defects don't warrant full return, allowing customers to keep slightly imperfect items at reduced cost.
• Store credit: Alternative to refunds, particularly for US customers or when preferred over monetary refund.

Our Responsibility and Response

• Shipping errors: We cover all costs for correction, including return shipping and expedited replacement delivery where possible.
• Manufacturing defects: Full correction at our expense, including any inconvenience accommodations like expedited shipping for time-sensitive needs.
• Description issues: Complete correction with option for full refund regardless of timing, as accuracy in product representation is our responsibility.
• Quality failures: Comprehensive resolution based on severity, including replacement, repair, or refund as most appropriate to the situation.

Timeline for Corrections

• Acknowledgment: Initial response within 24 hours of receiving correction request.
• Resolution plan: Detailed correction approach provided within 48 hours.
• Replacement shipping: New items typically dispatched within 2-3 business days of confirming the issue.
• Refund processing: UK statutory refunds processed within 14 days of receiving returned items; discretionary refunds within 5-7 business days.

Return Process for Corrections

• Prepaid returns: We provide return shipping labels for all correction-related returns.
• Packaging requirements: Use original packaging where possible, or secure alternative packaging to prevent damage.
• Inspection waiver: For clear defects or our errors, detailed inspection may be waived to expedite replacement.
• Immediate replacement: In many cases, we ship replacements before receiving defective items, with return instructions to follow.

Items Not Eligible for Standard Corrections

• Customer modifications: Items altered, customized, or modified by customer after delivery.
• Normal wear: Issues arising from regular use over time, beyond reasonable durability expectations.
• Misuse damage: Problems caused by using items outside their intended purpose or care instructions.

UK exception: Even excluded categories may qualify for correction if the underlying issue existed when the product was sold.

Prevention and Quality Assurance

• Pre-shipping inspection: All items undergo quality checks before dispatch to minimize correction needs.
• Accurate descriptions: We maintain detailed, accurate product descriptions and regularly update them based on customer feedback.
• Supplier accountability: We work with suppliers to address recurring quality issues and maintain consistent standards.
• Customer feedback integration: Correction requests help us improve products and prevent similar issues for future customers.

Escalation and Additional Support

• Unresolved issues: If initial correction attempts don't satisfy, contact our customer service manager for escalated review.
• Multiple corrections: For customers experiencing repeated issues, we provide enhanced service and may offer additional compensation.
• Legal compliance: This policy operates alongside all applicable consumer protection laws and doesn't limit statutory rights.

Contact Information

Primary contact: purchase@valamdesign.com for all product correction requests

Subject line: Include "Product Correction" and order number for fastest processing

Business hours: Correction requests processed Monday-Friday, 9 AM-5 PM GMT/EST

Emergency issues: For urgent corrections (wedding orders, gifts, etc.), mark emails as "URGENT" for priority handling

Policy Scope

This policy applies to all products sold through valamdesign.com and covers correction needs arising from our fulfillment process, manufacturing partners, or shipping carriers we select.

Continuous improvement: We regularly review this policy to ensure it meets customer needs and legal requirements in both the UK and US markets.