Refund policy
The following Refund Policy describes the main terms for returning and/or refunding of goods bought from www.vale-designs.com (the 'Site' or 'VALE').
1. Returns
We have a 30-day return policy, which means that you have 30 days after receiving your item to return it.
To be eligible for a return, your item must be in the same condition as you received it, unused, labelled, with no visible signs of testing and in the original packaging. If the product smells of smoke, the product cannot be refunded.
To return items, please use our return portal: www.vale-designs.com/pages/returns. Choose your country, find your order and select the items you want to return. You pay for the return shipping yourself. The price is shown in the return portal before you pay, and you will receive the return label by email. Hand in your package at a parcel shop in the packaging you received your goods in.
If we do not have a return portal for your country yet, please contact us at info@vale-designs.dk and we will help you with your return.
Please note that returns must be sent to the following address:
VALE Designs Intl. ApS
Veddevej 44, DK-4295 Stenlille, Denmark
2. Exchanges
If you would like a different size or colour, please return the item via our return portal and choose a refund. You can then order the new item in our webshop as a normal order.
3. Refunds
We will notify you once we have received and inspected your returned item and let you know if the refund was approved or not. If approved, you will automatically be refunded within 10 business days in the same way you paid. Remaining values of e-gift cards are non-refundable and can only be used in the webshop. If more than 15 business days have passed without us authorizing your return, please Contact us.
4. Right of Withdrawal
As a consumer, you generally have a 14-day right of withdrawal when you shop in our webshop. The right of withdrawal applies to customers in Denmark as well as to customers in other EU countries.
The withdrawal period generally runs from the day you receive the item. If you wish to exercise your right of withdrawal, you must give us clear notice that you wish to withdraw from the purchase before the withdrawal period expires.
There are a few exceptions to the right of withdrawal, including, for example, certain made-to-order or personalised items.
5. Right of Complaint
As a consumer, you have a 24-month right of complaint in accordance with the rules of the Danish Sale of Goods Act. The right of complaint means that you can make a complaint about faults and defects in the item that were present at the time of delivery, or that can otherwise be claimed as a defect under the rules.
The right of complaint is not the same as a guarantee. Any guarantee is a voluntary additional arrangement that may give you further rights beyond the statutory right of complaint.
Even though VALE makes every effort to depict color and quality as accurately as possible, computer renditions of colors and screen resolutions can vary. Minor color discrepancies are therefore not deemed to be a defect in the sense of the Danish Sale of Goods Act.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If an item has been damaged or has a defect, you can make a complaint.
You must file a complaint within a "reasonable time" after discovering a defect in the item. We recommend that you complain as quickly as possible, and within 2 months of discovering the fault.
Please do not use the return portal for complaints. Instead, contact us at info@vale-designs.dk, and we will send you a free return label if the item needs to be returned. Please note that we do not accept parcels sent as cash on delivery.
This way we can offer you a solution to the problem based on your information as fast as possible.
In case we accept your complaint, we will reimburse the purchase price and return costs when we have received the returned item, unless you receive a new item to replace the original item.
6. Refund on Withdrawal
If you exercise your right of withdrawal for the entire purchase within the 14 days, we will refund the amount you paid for the item as well as the delivery costs for the original delivery.
However, we will not refund any additional delivery costs if you expressly chose a more expensive form of delivery than the cheapest standard delivery we offer when ordering.
You must generally pay the cost of returning the item yourself, unless otherwise agreed or if we have failed to inform you of this.
7. Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards.
There is no warranty on 'Free Products' or 'Promotional Products', and we will not accept returns of these products or offer any kind of exchange from the Site.
If you are returning the entire order, the 'Free Products' or 'Promotional Products' must also be returned. If you choose to keep the 'Free Products' or 'Promotional Products', we reserve the right to deduct the product’s value from the refunded amount. If only part of the order is being returned and the conditions of the chosen 'Free Products' or 'Promotional Products' are no longer met, we also reserve the right to deduct any difference between the original value of the 'Free Products' or 'Promotional Products' and the new actual value.
Last updated: October 7, 2026
