Refund policy

Last updated: November 1, 2026

We hope you love your purchase from Arden Vale Co. If something isn't quite right, we're here to help.

Please review the following return conditions before requesting a return.

1. 30-Day Returns

We offer a voluntary 30-day return policy for eligible items.

You may request a return within 30 days of receiving your order, subject to the conditions outlined below.

For change-of-mind returns under this voluntary policy:

  • Items must be unused, unwashed, unworn, and in their original condition.

  • Items must be free from stains, odors, damage, or signs of use.

  • All included accessories, components, and labels must be returned.

  • Original packaging should be retained and used where reasonably possible.

  • Items must be securely packaged to prevent damage during return shipping.

We reserve the right to decline returns under our voluntary policy if these conditions are not met.

These conditions do not restrict any statutory cancellation or consumer protection rights that apply to your purchase.

2. How to Request a Return

To request a return, please contact us at ardenvale.shop@gmail.com within the applicable return period.

Please include:

  • Your order number.

  • The item you wish to return.

  • The reason for your return.

  • Photos, where helpful to explain the issue.

For voluntary returns, please wait for our return instructions and the appropriate return address before sending an item back.

Items sent to an incorrect address or without following our return instructions may experience delays or additional costs.

This procedure does not prevent customers from exercising any applicable statutory right of withdrawal or cancellation.

3. Return Shipping Costs

For change-of-mind returns, customers are generally responsible for the cost of return shipping, unless otherwise required by applicable law.

We do not routinely provide prepaid return shipping labels for voluntary returns.

We recommend using a tracked shipping service and packaging the item carefully to avoid damage in transit.

Customers are responsible for ensuring that voluntarily returned items are properly packaged and shipped to the return address provided, subject to applicable law.

Any customs declarations or return shipping arrangements must be completed accurately.

Where an item is defective, damaged, or incorrect, we will provide an appropriate resolution and cover reasonable return costs where legally required.

4. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If an item arrives damaged, defective, or incorrect, contact us as soon as possible, preferably within 14 days of delivery.

Please provide your order number, a description of the issue, and clear photographs where helpful.

We will review the information and provide an appropriate solution in accordance with applicable consumer protection laws.

Depending on the circumstances, this may include a replacement, repair, refund, or another appropriate remedy.

The suggested 14-day reporting period helps us investigate delivery-related issues promptly. It does not limit your statutory rights concerning defective or non-conforming goods.

5. Non-Returnable Items

The following products may be excluded from voluntary change-of-mind returns, where permitted by applicable law:

  • Personalized or customized products.

  • Products made to individual customer specifications.

  • Gift cards.

  • Certain sealed hygiene-sensitive products once opened, where a legal exception applies.

Products that have been used, washed, altered, or damaged after delivery may also be ineligible for returns under our voluntary policy.

These restrictions do not affect your statutory rights if an item is defective, damaged, incorrect, or not as described.

6. Refunds

For voluntary returns, refunds will be processed after the returned items have been received and inspected.

If the return meets our voluntary return conditions, we will notify you and issue the approved refund to your original payment method.

Original shipping charges are generally non-refundable for voluntary change-of-mind returns, except where required by law.

Any deductions relating to an item's condition will be made only where permitted by applicable law.

Refund processing times may vary depending on your payment provider.

Where statutory cancellation or refund rights apply, refunds will be handled within the applicable legal deadlines, including any requirements concerning original standard delivery charges.

7. EU & UK Customers

Customers in the European Union and United Kingdom may have additional statutory rights when purchasing online.

For eligible purchases, these rights generally include a 14-day cancellation period beginning when the goods are received, without needing to provide a reason.

Customers exercising statutory cancellation rights must notify us within the applicable period and return the goods within the legally required timeframe.

Customers may be responsible for direct return shipping costs where permitted by law and where they have been informed of those costs.

Refunds, including eligible standard outbound delivery charges, will be handled as required by applicable law.

Any applicable exceptions, refund deadlines, and rules regarding diminished item value will be governed by the relevant consumer protection laws.

Our voluntary 30-day return policy is separate from these statutory rights. Nothing in this policy limits or excludes your legal rights.

8. Contact Us

For return requests, refund questions, or assistance with an order, please contact:

Arden Vale Co.

Email: ardenvale.shop@gmail.com

Please include your order number so we can assist you more efficiently.