Refund & Return Policy

This policy applies to orders delivered to Portugal, Spain and the United Kingdom. Many of our pieces are made to order with the photos and names you provide, so the rules differ between personalised and non-personalised items.

1. Personalised Products — No Change-of-Mind Returns

Items made to your specifications or clearly personalised — for example with your pet's photo, name or custom text — are excluded from the right of withdrawal under Article 16(c) of EU Directive 2011/83/EU (Portugal: Decree-Law 24/2014, art. 17(1)(c); Spain: Royal Legislative Decree 1/2007, art. 103(c)) and, in the United Kingdom, regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For this reason we do not accept returns, refunds or cancellations for change of mind on personalised items once production has started. Before production starts, you can ask to cancel by emailing support@vallentandco.com.

2. Damaged, Faulty or Incorrectly Personalised Items

If your item arrives damaged in transit, has a manufacturing defect, or shows a clear personalisation error on our part, we will send a replacement at no cost or issue a full refund, including the delivery charge you paid.

To report an issue:

• Email support@vallentandco.com, ideally within 48 hours of delivery.
• Include your order number.
• Attach clear photos or videos of the defect and of the original packaging.

Reporting within 48 hours lets us claim against the carrier and resolve transit damage quickly. It does not remove your legal rights: your statutory guarantee of conformity (Portugal and Spain: 3 years from delivery; United Kingdom: your rights under the Consumer Rights Act 2015) still applies to defects you discover later.

3. Non-Personalised Products — 14-Day Withdrawal

Items that are not personalised can be returned within 14 days of delivery without giving a reason. Tell us by email at support@vallentandco.com within that period; you then have a further 14 days to send the item back. Please wait for our confirmation and instructions before sending anything, and do not send a parcel to an address printed on the packaging.

Return address: Rua Humberto Delgado 6, 3º Esquerdo, 2615-308 Lisboa, Portugal (A/C VALLENT & CO.).

Return shipping for a withdrawal is paid by the customer. Restocking fee: €0.00 / £0.00. Items may be handled only as needed to check them; excessive handling may lead to a legally permitted deduction for loss of value.

4. Refunds

Refunds are issued to the original payment method, without fees, within 14 days of accepting your claim or withdrawal. For withdrawals we may wait until we receive the item or proof that it was sent. Refunds for withdrawals include the standard outbound delivery charge.

5. Contact

More Than Pets. Family.

This policy does not limit any mandatory consumer rights under the law of your country of residence.