We want every Valoir and Klokk purchase to arrive as expected and perform as it should. This policy explains our voluntary change of mind returns and the remedies available when a product is faulty, damaged, unsafe, or not as described.

YOUR RIGHTS Nothing in this policy limits rights or remedies that cannot be excluded under Australian Consumer Law. Our voluntary return rules operate in addition to those rights.

 

Change of mind returns

You may request a change of mind return within 30 calendar days after the date your order is delivered. To start a return, email [insert customer service email] with your order number and the item you wish to return.

For a change of mind return, the item must be unused, unwashed, uninstalled, and in its original condition. It must include the original packaging, tags, manuals, accessories, and proof of purchase. Bags must be clean and free from marks, odours, or signs of wear. Clocks must not show signs of installation, impact, alteration, or misuse.

Once a change of mind return is approved, send it to [insert return address] using a tracked service. Items sent without first contacting us may not be accepted as voluntary change of mind returns.

Items excluded from voluntary change of mind returns

Unless required by law, change of mind returns are not available for gift cards, personalised products, products marked final sale before purchase, or any product that cannot be resold for health, hygiene, safety, or condition reasons. Sale pricing does not affect your rights where a product fails to meet a consumer guarantee.

Faulty, damaged, unsafe, or incorrect products

If a product arrives damaged, is faulty, is unsafe, differs materially from its description, or is not the product you ordered, contact [insert customer service email] as soon as reasonably possible. Include your order number, a clear description of the issue, and photographs or video where useful. This helps us assess the issue promptly, but it does not remove any rights you have under law.

We may ask to inspect or receive the product before confirming a remedy. If there is a major failure, you may be entitled to reject the product and choose a refund or replacement, or keep the product and seek compensation for the reduction in value. If the failure is minor, we may choose to repair the product within a reasonable time. If it cannot be repaired within a reasonable time, other remedies may become available.

Where a return is required because the product does not meet a consumer guarantee, we will cover reasonable return costs as required by law. Please contact us before arranging an unusually expensive return so we can provide an appropriate method.

Damage during delivery

Inspect your order after delivery. If the parcel or product appears damaged, keep the packaging and contact us promptly with photographs of the parcel, shipping label, packaging, and product. We will work with you and the delivery provider to assess the claim. Prompt notice can make carrier investigations easier, but statutory rights are not limited to a short reporting window.

Exchanges

Exchanges depend on stock availability. For a voluntary exchange, contact us within the 30 calendar day return period. If the requested item is unavailable, we may offer a refund or store credit. Any price difference and additional delivery cost will be confirmed before the replacement is sent.

Refunds

After we receive and inspect an approved return, we will notify you of the outcome. Approved refunds are issued to the original payment method, unless another method is required by law or agreed with you. We aim to process an approved refund within 10 business days. Your bank or payment provider may require additional time before the funds appear.

For a voluntary change of mind return, original delivery charges are not refunded and return delivery is your responsibility, unless we agree otherwise. Where a product fails to meet a consumer guarantee, delivery and reasonable return costs will be handled as required by law.

Order cancellations

If you want to cancel an order, contact [insert customer service email] immediately. We will try to help, but cancellation is not guaranteed once an order has entered fulfilment or been dispatched. If dispatch cannot be stopped, the applicable return process will apply after delivery.

Product warranties

Any warranty period stated on a product page is an additional promise and does not replace or restrict rights under Australian Consumer Law. Consumer guarantee rights may continue beyond a stated warranty period, depending on the product, price, expected life, and circumstances.

Contact

Valoir AU Ltd., trading as Valoir

Email: valoir.au.com

Address: 46 Cherry Avenue, Direk, SA 5110, Australia