Returns, refunds and problems for products bought through Amazon, Takealot, Makro or Bob Shop are handled through the marketplace order, because that record decides between a replacement and a refund. Do not use a direct Valenna return route unless instructed.

📝 Open the case against the order

1. Sign in to the marketplace and open the affected order.
2. Select return, refund or order support.
3. Choose the reason and upload your evidence.
4. Keep the item and packaging until the case gives return or collection instructions.

📸 If it arrived wrong, damaged or incomplete

• The full marketplace order number.
• A photo of everything received together and a close-up of the defect or wrong item.
• Photos of the outer packaging and shipping label.
• The quantity ordered and received.

Before reporting an item as missing, open every bundle and check whether the marketplace shows split parcels. Smaller products are often packed with larger items.

🔍 Explain the actual difference

State what the listing or order shows, what arrived and why it cannot be used. This separates a fulfilment defect from a product-description misunderstanding. Valenna inspects the returned item and compares it with what was ordered. If it matches the listing, we explain this, though a refund may still be authorised to resolve a genuine misunderstanding. The refund stays linked to the marketplace transaction.

❓ Frequently asked questions

Can I email Valenna directly?

You can, but replacement, return and refund outcomes are decided through the marketplace case. Keep the case reference handy.

👉 Related guides and next steps

• Buying through a marketplace · marketplace invoice · problem with a direct order
• Email support@valenna.co.za, use the contact form or WhatsApp 061 500 4106.