Terms & Conditions
This website is operated by:
The Valley Initiative,
Ltd Grosvenor House,
3 Chapel Street,
Company Number: 13218309
The Valley Initiative Ltd is registered with the Information Commissioners Office in the UK.
Our WEEE Producer Registration Number is being processed as of April 2021.
This website is owned and operated by The Valley Initiative Ltd referred to as "we". "You" refers to you, our customer.
You are on this website because you are looking to purchase one of our products. Upon making a purchase you become our customer and a legal contract is formed. Any related disputes between us regarding the purchase or the relationship which is established with the purchase is handled in accordance with the laws of the United Kingdom.
Protecting Your Sanity
We hope that you find buying a product with us is a smooth and simple process. We aim to use photographs and text that is true to the product you will receive, with clear product descriptions and pictures. Our prices and shipping fees are transparent, and we do not add hidden fees. If you feel that a product is misrepresented on our sites, let us know. If we can, we will work to fix it.
Shipping Your Order
You want your order quickly. We want to make you happy. (Plus we benefit from clearing space in our busy warehouse!) So rest assured, we ship out your order as quickly as possible. Orders are shipped with tracked and signed service. This method drastically reduces the number of shipments lost in transit and allows you to inspect and sign for your order before accepting it. You will receive your tracking number after your order is shipped. All packages must be signed for upon receipt.
When we ship your order it will look very boring. Really. We use plain cardboard boxes with no pictures, logos or visible publicity. Why? Because discreet packaging protects your privacy! This also opens up more options to have your package delivered to a family member, friend, or even a work address.
Signing For Your Package
You will need to sign for your order when it is delivered. What are you agreeing to when you scribble your signature on the bottom of that slip of paper? Let's clarify. When you sign for a package you are agreeing that the package you received is in good condition. It is best practice to take a few seconds and open your package, damaged or otherwise, to make sure that everything is in tip-top condition. You have the right to reject the package if it arrives smashed, bashed, wet, opened, or in any condition that makes you think your products might be damaged or missing. If your order is damaged, don’t sign. Simply state that you reject the package because it was damaged in transit. Why is this important? When you buy online, you expect to receive your purchase in good condition and that's the way it should be. But if you sign for a package and then try to make a retroactive claim that the postal service damaged your package, they will most likely pull out a copy of your signature stating that you received your package in good condition. So, bottom line: inspect your package and never sign for a damaged package.
No One Home To Sign?
If a delivery is attempted but no-one is home to sign for the order, a notice card should be left by the delivery company. All too often we hear that these cards were hard to find or were not left at all. This is when your tracking number becomes important. If you suspect your order is taking longer than it should, call the delivery company or track your order online. You can find out if a delivery attempt was made, and you can arrange for redelivery or in-person collection of your package. Please do your best to have your order delivered to an address where someone will be present to sign for the package. As our packaging is discreet, many customers choose to have their orders sent to a friend, neighbour, or work address, where it is more likely someone will be available to sign. If you give your email or a mobile phone number when you placed your order some delivery services may call, SMS, or email you with updates on your package and options for rescheduling delivery.
Wrong Or Incomplete Address
When you are filling out your delivery details, typos sometimes happen. We get it! You won't be the first or the last to forget to fill in a house number or slip up with your post code. If you quickly realise the address is incorrect or incomplete just hit reply to the automatic order confirmation email and let us know how to correct the error. By replying to that email all the details of our exchange are together in one easily trackable conversation. If you don't notice the address issue, you probably won’t become aware until your expected package was not delivered. At that point, you’ll probably contact the delivery company with your tracking number and hopefully you’ll be able to negotiate the address correction or an in-person collection.
Undelivered And Returned Packages
We know you are anxious to receive the products you've ordered. (And for good reason, we are confident you are going to love them!) But sometimes, an order is placed and no one signs to accept it. So the undelivered package sits waiting and is eventually returned to us, the sender. It is usually quite a long process before an undelivered package is returned to us as these returns are not prioritized by the delivery company. If we do receive your undelivered package, we will attempt to contact you and present two principal options. The first is to resend your order to a new address. However, because the delivery company will charge us for posting your package again, we will request a nominal reshipment fee from you. The second option is to refund your order, excluding the original shipping fee already paid to the delivery company.
Force Majeure, Acts of God, Or Occurrences Beyond Our Reasonable Control
As much as we hope your order arrives in good time, we can not be responsible for delays or failures that are a result of occurrences beyond our reasonable control, whatever the source or cause. This includes delays due to extreme weather or industry strike resulting in shipping delays.
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.