Effective date: 15 August 2026
Valenza Luxe does not accept change-of-mind returns. We do provide remedies for eligible defects, damage, wrong products and other circumstances required by applicable law.
Eligible reasons
Subject to inspection and applicable law, a product may qualify for a remedy where it is:
damaged in transit or has a genuine manufacturing defect;
different from the product, size, finish or customisation confirmed in the order because of a Valenza Luxe error;
missing a material part or component;
spurious, materially misdescribed or materially different from the advertised characteristics; or
delivered materially later than the promised timeframe, other than because of a qualifying force-majeure event, in circumstances where applicable law provides a remedy.
Non-eligible reasons
A return or exchange will generally not be accepted for:
change of mind, personal preference or a product no longer being required;
a customer selecting the wrong size, colour or design where the item supplied matches the order;
customer-supplied spelling, date, initials, size or other customisation errors;
ordinary silver tarnish, surface scratching or gradual plating wear consistent with use;
damage from perfume, cosmetics, chemicals, water, impact, abrasion, improper storage, unauthorised repair or failure to follow the care card;
minor screen-colour differences or natural and handcrafted variations described in the Product Disclaimer; or
a product that has been altered, repaired, resized or modified by someone other than Valenza Luxe.
Personalised, engraved and made-to-order products are not returnable for change of mind, but remain eligible for remedies where defective, wrong, spurious or materially misdescribed.
Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under applicable consumer law.
Reporting an issue
For visible transit damage, tampering, a missing item or a wrong product, contact care@valenzaluxe.com or WhatsApp +91 88290 31294 within 24 hours of delivery where reasonably possible. Prompt reporting helps us verify the courier record. This request does not extinguish a non-waivable statutory right solely because the report is made later.
Provide the order number, description of the issue and clear photographs. An unedited unboxing video showing the sealed parcel, shipping label and entire opening process is strongly requested where available, but the absence of a video will not automatically defeat an otherwise genuine claim that can be established through other reliable evidence.
Return authorisation and condition
Do not send a product back without return authorisation and instructions from Valenza Luxe. Unless handling was necessary to identify the defect, the product should be returned with its original packaging, tags, accessories and care card. Please package it securely.
Reverse pickup
For an accepted eligible claim, Valenza Luxe will arrange and pay for reverse pickup where service is available. If reverse pickup is unavailable and Valenza Luxe authorises self-shipping, we will reimburse reasonable documented return postage up to the amount approved in writing before shipment.
Inspection and decision
After receipt, the Grievance Officer or an authorised quality representative will inspect the product and relevant evidence. We will communicate whether the claim is accepted, whether further information is needed and the proposed remedy. Decisions will be made reasonably and will remain subject to applicable consumer law.
Remedy
The primary remedy for an accepted claim is replacement with the same product. If the same product is unavailable, cannot be supplied within a reasonable period, or replacement is not an adequate remedy under applicable law, the customer may choose an agreed alternative or receive a refund to the original payment method. A different product will never be substituted without the customer’s consent.
Refund timing
Valenza Luxe will initiate an approved refund within 7 working days after approval. Indicative additional payment-provider timelines are 3-7 working days for UPI or wallets, 7-14 working days for credit or debit cards, and 5-10 working days for net banking. Where standard shipping was free, no outbound standard-shipping amount exists to refund. No COD charge applies because COD is unavailable.