Return and Refund Policy
Our Commitment to You:
At Valentine Lens, we take great pride in the quality and authenticity of our limited-edition WWII prints. Each piece is a bespoke item, produced to order and individually numbered for its collector. It is then carefully printed and framed by our trusted fulfilment partner. We want you to be completely satisfied with your purchase.
Faulty or Damaged Items
If your order arrives damaged or faulty, you have a legal right to a refund, repair, or replacement.
• Contact us within 7 days of receiving your order, and send your order number and photos of the issue to David.young@valentinelens.com.
• We will assess the issue and, as required by law, arrange a replacement or a full refund at no extra cost to you.
• Your statutory rights under the UK Consumer Rights Act 2015 and other UK consumer law are not affected by this policy.
Your Right to Cancel:
Under the UK Consumer Contracts Regulations 2013, distance selling contracts for goods and services include a 14-day "cooling-off period" for customers to change their minds. However, this right does not apply to goods that are made to a consumer's specification or are clearly personalised.
Cancellation Before Production:
• You may request to cancel your order at any time before production has started.Please contact us as soon as possible after placing your order.
• If your cancellation is successful, we will process a full refund, including any standard delivery costs.
Cancellation After Production Begins
• As each limited-edition print is individually numbered, it is not considered "clearly personalised" under consumer law, which defines this narrowly for items that cannot easily be resold.
• Therefore, you can cancel your order within 14 days of receiving your prints, even if you simply change your mind.
• To cancel, please email David.young@valentinelens.com with your intention to cancel within the 14-day period.
Return Process for Cancellations
• You have a further 14 days from the date of your cancellation notification to return the prints.
• Return Authorisation: We will provide you with a return authorisation and instructions.
• Condition of Item: The prints must be returned in the original, or equivalent, undamaged packaging. You may be liable for any damage caused by inadequate packaging.
• Return Shipping: You are responsible for the cost of returning the item for a cancellation.
• Refund: Once we receive the returned prints, we will process your full refund, including the standard delivery cost, within 14 days.
Shipping Issues
• All shipping and transit are handled by our trusted fulfilment partner.
• If your order is lost or significantly delayed, please contact us. We will work with our partner to resolve the issue promptly and keep you informed.
How to Contact Us:
• Email: David.young@valentinelens.com
• We aim to respond to all queries within 3 business days.
Policy Summary:
This policy is designed to uphold your legal protections under UK consumer law while maintaining the integrity of each Valentine Lens print. By placing an order with us, you acknowledge and agree to these terms.