By ordering from Valenna Pty Ltd you agree to these terms. They explain how cancellations, returns, exchanges and refunds work. This page is the controlling policy summary, and the returns page hosts the request form.
| When | Outcome |
|---|---|
| Before processing, paid by Pay Now | You may cancel. 5% of the order value is deducted to cover merchant fees |
| Before processing, paid by manual bank transfer | No cancellation fee. Full refund |
| After processing has started | Cancellation may no longer be possible. If it is, a processing fee of up to 50% applies to personalised, custom, printed and branded items |
| Completed or shipped | Cannot be cancelled |
See cancelling before and after production starts.
You may return eligible products within 7 days of receiving your order if they are unused, unopened, in original packaging and resaleable. You pay return shipping and are responsible for the goods reaching us safely, so a tracked courier is recommended. Refunds are processed only after the goods are received and inspected.
Products made specifically for your order cannot be resold, so they cannot be returned for a change of mind. This includes personalised and custom stationery, printed notebooks, custom planners, personalised diaries, custom journals, branded pens and pencils, personalised deskpads and notepads, custom stickers, and any product made for your order. See which customised products can be returned.
If you receive the wrong product, a manufacturing or printing defect caused by us, or an item damaged before delivery, contact us as soon as possible with photos of the product and packaging. Where the error is ours, we arrange a replacement or reprint where appropriate, cover reasonable return shipping, and may issue store credit or a refund depending on the circumstances. See problem with your order.
An approved refund goes to your original payment method once any returned goods are received and inspected. Where applicable, the following are not refundable: original shipping charges, merchant transaction fees on Pay Now payments, and any cancellation or processing fees above. Settlement time depends on your bank. See what may be deducted and how long refunds take.
Complete the form on our returns page. We review it and email you the next steps if it is approved.
In most cases no. Materials are allocated and work has started. A processing fee may apply if it is still possible.
If the order has not entered production, contact us immediately. Once printing starts, changes are usually not possible. See when production starts.
You, for a change-of-mind return. Valenna, for a return caused by our error or a manufacturing defect.
Marketplace orders follow the marketplace's own process. See marketplace returns.