VALEA / CLIENT CARE
Exchange & replacement policy
A considered choice. A clear exchange policy.
VALEA is a brand owned and operated by Bifur.
01. Our 7-day exchange model
VALEA offers exchanges and replacements for eligible necklaces when you contact us within 7 days of the confirmed delivery date. Our voluntary change-of-mind policy is exchange-only; we do not offer cash refunds for change-of-mind returns.
This policy does not limit any rights or remedies you have under applicable consumer law, including where a refund is legally required.
02. Condition of your necklace
For a change-of-mind exchange, the necklace must be unworn, unused and unaltered, with any original tags or seals intact. Include the original packaging and all items supplied with the necklace. Please take care when trying on your purchase.
These condition requirements do not remove your rights concerning an item that arrived faulty, damaged or incorrect.
03. How to request an exchange
Contact VALEA within the 7-day window with your order number, the necklace you received, the reason for the exchange and your preferred replacement. Please wait for return instructions before sending your item; do not send it to an unconfirmed address.
We will confirm eligibility, replacement availability and any applicable price difference or shipping charges before you proceed. Keep your delivery and return tracking details.
04. Replacement availability
Exchanges are subject to the availability of the requested necklace or variant. If your preferred replacement is unavailable, we will contact you to discuss the available options before proceeding.
05. Damaged, faulty or incorrect items
Please inspect your order on arrival and contact us promptly if a necklace is damaged, faulty or not the item you ordered. Include your order number and, where possible, photographs showing the issue and packaging so we can assess it.
We will explain the appropriate next steps and remedy in line with applicable law. An unboxing video is not a condition for exercising statutory rights.
06. Shipping and processing
Return instructions, applicable shipping charges and the expected exchange timeline will be confirmed when your request is assessed.
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