Return policy

This Return policy explains how Valtixe handles returns, exchanges, and refunds for purchases made on valtixe.com. It supplements our Terms of sale and should be read together with that document.

Any mandatory consumer rights under the laws of your country or state of residence remain in force where they are more favorable than the rules below.

You may request a return within 14 calendar days from the day on which you — or a third party you designate, other than the carrier — take physical possession of the parcel.

If an order contains several items shipped separately, the period runs from receipt of the last item concerned.

Items must be returned in a condition that allows resale:

• Original packaging unopened, sealed, and intact (shrink-wrap, safety seal, etc.).
• No use of the product; original labels and accessories included.

The following are typically excluded from change-of-mind returns:

• Personalized or made-to-order items.
• Unsealed products where the law or the nature of the goods excludes returns (hygiene).
• Goods likely to spoil quickly once a use-by date has passed.

In case of non-conformity (wrong item, defect, damage on delivery), contact us promptly with photos of the parcel and product; we will offer an appropriate remedy (replacement, partial or full refund) in line with the law.

To start a return:

• Email contact@valtixe.com or use the contact form, stating your order number and the item(s) concerned.
• Wait for our confirmation and, if applicable, a return label or the return shipping address to use.
• Pack items carefully in their original packaging inside a protective outer box.

Returns sent without notice or to an address we have not confirmed may be refused or delayed.

Unless the error is ours, the product is non-conforming, or a promotion states otherwise, return shipping is paid by you, except where the law is more favorable.

If non-conformity is accepted, we will explain return costs in the procedure we send you (we cover shipping or reimburse on proof of postage, depending on the case).

After we receive and inspect the returned parcel, we refund accepted items using the same payment method as the order, within a reasonable time and no later than 14 days from the day we are informed of your decision to return, or from the day we receive the goods back, whichever is later.

We may defer the refund until we have received the returned goods or until you have provided proof of shipment, whichever happens first.

Original outbound delivery charges are refunded only where the law requires it or where the whole order is returned for a reason we accept (e.g. non-conformity).

Exchanges are handled case by case depending on stock. If an exchange is not possible, we may offer a refund or store credit.

If the parcel is visibly damaged on delivery, refuse it or note precise reservations with the carrier and tell us within 48 hours with photos.

If a parcel is lost or stuck, contact customer support with your order number; we may need to open an inquiry with the carrier.

Information collected to process your return is handled as described in our Privacy policy.

Questions about this policy:

• Email: contact@valtixe.com
• Contact form: valtixe.com/contact

This policy may be updated; the version in force is the one published on this page with the last updated date shown above.