When Is My Refund Issued and What May Be Deducted? | Valenna

When Is My Refund Issued, and What May Be Deducted?

An approved refund is processed to your original payment method after any returned goods have reached Valenna and been inspected. The amount and timing depend on why the order is being refunded, how it was paid and whether production had started.

💸 What may not be refunded

ItemWhen it applies
Original shipping chargesGenerally not refundable
5% cancellation feeA Pay Now order cancelled before processing. It covers merchant fees that are not refunded to us
Production or material costsIf cancellation is still possible after processing starts. Up to 50% of the order value
Return shippingAn approved change-of-mind return. You pay
💡 Fault on our side: if a return is caused by a Valenna manufacturing error, a wrong item or a qualifying defect, we assess the right replacement, reprint, store credit or refund, and cover reasonable return-shipping costs.

⏱️ When the money reaches you

Valenna issues the approved refund once the required checks are complete. An EFT refund usually reaches your account within 5 to 7 days of being issued, and your bank or payment provider controls the final settlement, so the exact day can vary a little. See how long refunds take.

📦 Before sending anything back

  1. Submit the request on our returns page.
  2. Wait for approval and instructions.
  3. Only then send the goods.

❓ Frequently asked questions

How long until the refund is in my account?

An EFT refund usually takes 5 to 7 days after it has been issued.

Will I get my delivery fee back on a faulty order?

Where the error is ours, we assess the full remedy, including reasonable return-shipping costs. Ask in your support thread.

👉 Related guides and next steps