Privacy policy

At VALESTREE, we want you to be satisfied with your purchase. If something isn't right, we offer a straightforward return and refund process.

30-Day Returns

You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must generally be:

• Unused and in its original condition

• Complete with all accessories and components

• In its original packaging where reasonably possible

• Accompanied by your order number or proof of purchase

Return window: 30 days from delivery
Restocking fee: £0 — we do not charge a restocking fee.

To begin a return, please contact support@valestree.com before sending your item.

Return Costs

Damaged, Defective or Incorrect Products

If you receive a product that is:

• Damaged in transit

• Defective

• Incorrect

• Materially different from what you ordered

please contact us as soon as possible.

Where the issue is confirmed, VALESTREE will cover the reasonable return shipping costs, and no restocking fee will apply.

We may ask you to provide your order number and photographs or video showing the problem so we can resolve the issue efficiently.

Change of Mind

If you wish to return an item because you:

• Changed your mind

• Ordered the wrong product or variant

• No longer want the item

you are responsible for the actual cost of return shipping.

No restocking fee will be charged.

This does not affect any statutory rights you may have under applicable consumer law.

How to Return an Item

1. Contact Us

Email support@valestree.com with your order number and reason for requesting the return.

2. Receive Return Instructions

Our customer service team will review your request and provide the appropriate return instructions and return address.

3. Prepare Your Return

Pack the product securely and include all original accessories, components and documentation supplied with the product.

4. Send Your Return

Send the package according to the return instructions provided by our customer service team.

Do not send a return to our contact address unless our customer service team specifically instructs you to do so.

Returns sent without first contacting us may delay the return and refund process.

Refund Process

Once your return has been received, we will inspect the item and notify you of the outcome.

If your refund is approved, it will be issued to the original payment method used for your purchase.

We aim to process approved refunds promptly. Once processed, it may take additional time for the refund to appear in your account depending on your bank, card issuer or payment provider.

Where statutory cancellation rights apply, refunds will be processed within the time limits required by applicable UK consumer law.

Exchanges

If you would like to exchange an eligible item for a different product or variant, please contact us at support@valestree.com.

Depending on availability, we will provide you with the appropriate instructions.

In some cases, the quickest option may be to return the original item and place a new order.

UK Cancellation Rights

If you are a UK consumer purchasing online, you generally have a legal right to cancel eligible purchases within 14 days after receiving the goods, subject to certain exceptions.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

Our voluntary 30-day return policy provides additional time to request a return, subject to the conditions stated in this policy.

Nothing in this policy limits or excludes your statutory consumer rights.

Non-Returnable Items

Certain products may not be eligible for return for hygiene, health, safety or other legal reasons.

Examples may include:

• Personalised or custom-made products

• Perishable goods

• Certain sealed hygiene or personal-care products once opened

• Hazardous materials, flammable liquids or gases

• Gift cards

Where a product has specific return restrictions, these will be communicated on the relevant product page where appropriate.

Your statutory rights regarding faulty, damaged or misdescribed goods are not affected.

Order Cancellations

If you need to cancel or modify an order, please contact support@valestree.com as soon as possible.

We will do our best to accommodate your request. However, once an order has entered processing or has been dispatched, we may be unable to change or cancel it.

This does not affect any statutory cancellation rights that may apply.

Questions?

If you have any questions about returns, refunds, exchanges or your order, please contact our customer service team.

Contact Information

Store: VALESTREE
Legal Operator: ESTRALL LLC
Email: support@valestree.com

UK Customer Contact Address:
40 Windmill Court
Newcastle upon Tyne
NE2 4BA
United Kingdom

Customer Service Hours:
Monday–Friday, 09:00–17:00 (UK time)

Response Time:
We aim to respond within 1–2 business days.

For business, customer service or legal enquiries, please contact us using the email address above.