Changed Your Mind?
Put simply, if you change your mind regarding making an online purchase, just let us know within 14 days of your order being delivered and we'll reverse your transaction including the relevant shipping fees once we have had the unopened products returned to us. The goods must be returned to us at our warehouse - The Valley Initiative Ltd c/o Fulfilment Crowd, Matrix Park, Western Avenue, Chorley, Lancashire, PR7 7NB, at the buyer's own expense. It's worth noting that rejecting a courier delivery would usually result in any package being "returned to sender" at no extra cost. As specialists in personal care items most of the products we sell are of an intimate or hygienic nature so we must ensure that such products are sealed and in their original state so they could be safely added back in to stock in order to refund them.
How Do You Organise A Return?
It's really simple. We'll send you an email confirming your purchase, just reply to that email saying you've changed your mind and we'll take it from there. By replying to that sales email it keeps all of the details of your payment and order in one place and the email thread is a convenient record of our communication. All of our refund and cancellation policies are intended to conform with the buyer's Statutory Rights under the UK Consumer Contracts Regulations and the UK Consumer Rights Act 2015. If you have any questions, just get in touch.
Protecting Your Data
Data protection is a serious concern. We gather the absolute minimum amount of data in order to process your order. We do not maintain a mailing list or newsletter. The minimum amount of information we have is used only to process your order smoothly and is held on secure servers located in Switzerland. Click the Privacy link at the bottom of the page for more details.
Protecting Your Consumer Rights
All of our refund and cancellation policies are intended to conform with the buyer's Statutory Rights under the UK Consumer Contracts Regulations and the UK Consumer Rights Act 2015. These policies might come in to play if your package is lost or damaged in transit.
Quality Control And Faulty Goods
Whilst we try to source the best quality products, at some point a product might disappoint. If you believe that a product you receive from us is faulty in anyway, just reply to your order confirmation email describing the issue. We'll take it from there. We work to protect all of your consumer rights. We take care of replacements, repairs, warranty claims, or refunds for you, and you will not need to contact the manufacturer directly. Examples include a product that is supposed to include multiple units and arrives with a unit missing, or an electrical product that malfunctions.
Problems, Complaints, And Disputes
Should a dispute arise regarding a purchase, our relationship which stems from that purchase, or our terms and conditions we will work bring about a fair and reasonable conclusion. An example of a dispute is a product that you feel is misrepresented on our website. The first step is always to get in touch with us.
External Arbitration Process
In the unfortunate situation that we're unable to reach an amicable closure then the dispute shall be referred to and finally settled by binding arbitration before the International Court of Arbitration in accordance with the Rules of Arbitration of the International Chamber of Commerce (“ICC”) in effect at the time of arbitration except as inconsistent with this section. The arbitration shall be conducted by telephone, online and/or based solely upon written submissions where no in-person appearance is required. If in-person appearance is required, such hearings shall be held in London, UK. The existence of any dispute, the existence or details of the arbitration proceeding, and all related documents, materials, evidence, judgments and awards therein, shall be kept confidential. Except as required by law, no party shall make any public announcements with respect to the proceeding or the award, except as required to enforce same. The parties hereby waive the right to a trial by jury and agree to only bring claims in an individual capacity and not as a plaintiff or class member in any purported class or representative proceeding. All claims between the parties must be resolved using arbitration in accordance with this section. Should either party file an action contrary to this section, the other party may recover lawyers’ fees and costs, provided that the party seeking the award has notified the other party in writing of the improperly filed claim, and the other party has failed to withdraw the claim.