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Refund policy

Refund & Returns Policy

At Villa Valentina, we take pride in the quality and craftsmanship of our jewellery. If for any reason you are not completely satisfied with your purchase, we are pleased to offer returns and exchanges under the terms below.

1. Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return:

  • Items must be new, unworn, and unused

  • All original packaging, tags, and protective materials must be included

  • Proof of purchase (order confirmation or receipt) is required

  • The return must be requested within 14 days of delivery

We reserve the right to refuse any return that shows signs of wear, damage, alteration, or misuse.

Returns must be authorised before being sent back.
To request a return, please contact:

📧 villavalentina@villavalentina.co.uk

Items returned without prior authorisation will not be accepted.

2. Exchanges

If you wish to exchange an item, we recommend returning the original piece and placing a new order once the return has been approved.

All exchanges are subject to stock availability.

3. Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery.

If you receive a defective, damaged, or incorrect item, contact us within 7 days of receipt so we can resolve the issue promptly and at no additional cost to you.

4. Non-Returnable Items

For hygiene and customisation reasons, we cannot accept returns on:

  • Earrings (for pierced ears)

  • Personalised or engraved jewellery

  • Sale items

  • Gift cards

  • Items showing signs of wear

5. European Union – 14 Day Cooling-Off Period

If your order is shipped to a country within the European Union, you are entitled to cancel or return your order within 14 days, in accordance with EU consumer protection regulations.

Returned items must:

  • Be unworn and unused

  • Be in original packaging

  • Include all tags and proof of purchase

This right does not apply to personalised items or earrings, in line with hygiene and custom-made goods exemptions.

6. Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method within 10 business days

  • Processing times may vary depending on your bank or card provider

If more than 15 business days have passed since refund approval, please contact us at:

📧 villavalentina@villavalentina.co.uk

7. Shipping, Duties & Taxes (International Orders)

For international deliveries:

  • Import duties and customs charges applicable during transit are covered by Villa Valentina.

  • Local sales taxes, VAT, or GST imposed by the destination country remain the responsibility of the customer.

  • Any administrative handling fees charged by the local courier are payable by the recipient.

If a shipment is refused due to unpaid local taxes or duties, return shipping and associated costs may be deducted from the refund.

8. In-Store Returns

Our physical store operates under a separate payment and returns system.

Online purchases may be returned or exchanged in-store, provided all return conditions outlined above are met.