Refund policy

Returns & Refunds Policy

In accordance with the EU Consumer Rights Directive 2011/83/EU, Directive 2019/771/EU on contracts for the sale of goods, and applicable US Federal Trade Commission (FTC) regulations.

1. Right of Withdrawal (EU Customers)

If you are purchasing from the European Union, you have the right to withdraw from your purchase without giving any reason within 14 days of receiving your order, as required by EU law. Valren voluntarily extends this period to 30 calendar days for all customers worldwide.

To exercise your right of withdrawal, please notify us through one of the following channels:

  • Email: support@valrentravel.com
  • Return form available at: valrentravel.com

Your notification must include: your full name, order number, description of the item(s) to return, and the reason for the return.

2. Return Conditions

To be eligible for a return, the following conditions must be met:

  • The item must be in its original condition, unused and undamaged.
  • The product must be in its original packaging, with all accessories, tags, and documentation included.
  • There must be no signs of use, wear, improper handling, or damage caused by the customer.
  • The return request must be submitted within 30 calendar days of receiving the order.

Non-returnable items:

  • Items that have been clearly used, improperly handled, or damaged by the customer.
  • Customized or personalized products made to the customer's specifications.

3. Return Process

  1. Contact our support team at support@valrentravel.com or via the return form at valrentravel.com, providing your order number and reason for return.
  2. Our team will review your request and respond within 1 to 3 business days with confirmation and return instructions.
  3. Once confirmed, securely pack the item with all original accessories and documentation and ship it to the address provided by our team.
  4. After we receive and inspect the returned item, we will process your refund as outlined in Section 5.

4. Return Shipping Costs

  • Defective or incorrect item: Valren covers all return shipping costs.
  • Change of mind / withdrawal: Return shipping costs are the customer's responsibility. We recommend using a tracked shipping service.

If the product has a manufacturing defect, was damaged during transit, or does not match what was ordered, Valren will cover all costs associated with the return and replacement at no additional charge to the customer.

5. Refunds

Once the returned item is received and inspected, Valren will process the refund within 14 calendar days of receiving the return.

Refunds will be issued to the original payment method used at checkout. No refunds will be issued via alternative payment methods.

The refund will include the full product price. Original shipping costs will not be refunded in cases of change-of-mind returns, unless the entire order is returned. Please allow 3–10 additional business days for the refund to appear in your account, depending on your bank or payment provider.

6. Legal Warranty

In accordance with EU Directive 2019/771/EU, all products sold by Valren carry a 2-year legal warranty from the date of delivery for EU customers. US customers are covered under applicable state consumer protection laws and FTC regulations.

During the warranty period, you are entitled to repair or replacement of a defective product, a price reduction, or contract cancellation, under the conditions established by applicable law.

The warranty does not cover damage caused by misuse, negligence, normal wear and tear, unauthorized modifications, or any cause unrelated to a manufacturing defect.

7. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us at support@valrentravel.com within 48 hours of receiving the order. Include photos documenting the condition of the product and packaging.

Valren will arrange, at no additional cost, the shipment of a replacement product or, if unavailable, a full refund including original shipping costs.

8. Cancelled Orders or Out-of-Stock Products

If a product is unavailable at the time of order processing, Valren will notify you by email and cancel the order, issuing a full refund within 14 calendar days via the original payment method.