Refund policy
Return and Refund Policy
Returns
We want you to be happy with your Vale Collective order. If you wish to return an eligible non-personalized item, please contact us within 14 days of receiving your order.
To be eligible for a return, the item must only have been handled or tried on as reasonably necessary to inspect it, in the same way you would in a physical store. Items that have been worn beyond trying on, washed, stained, damaged, altered, or otherwise used may be subject to a reduction in the refund to reflect any loss in value, where permitted by law.
Please contact us before returning any item. Returns sent without prior notice may take longer to process.
Return shipping
For change-of-mind returns, the customer is responsible for the cost of returning the item to us unless applicable law requires otherwise.
Original standard delivery charges will be refunded where required by applicable consumer law. Any additional amount paid for express or upgraded delivery is non-refundable where permitted by law.
We strongly recommend using a tracked return service. Vale Collective cannot be responsible for return parcels that are lost before reaching the designated return address.
Personalized and custom-made products
Products made to your specifications or clearly personalized are not eligible for change-of-mind cancellation or return, including personalized Mission Heritage products and other items created using customer-selected names, missions, dates, wording, photographs, or other customization.
This does not affect your rights if the item arrives defective, damaged, or materially different from what was ordered. Personalized goods are exempt from the normal EU 14-day withdrawal right when they are made to the customer's specifications or clearly personalized.
Incorrect, damaged, or defective items
Please contact us as soon as possible if your order arrives damaged, defective, or incorrect and include your order number and clear photographs of the issue.
Where the product does not conform to the order, your statutory consumer rights remain fully applicable. Depending on the circumstances, this may include repair, replacement, price reduction, or cancellation/refund. Nothing in this policy limits rights provided by mandatory consumer law. In Portugal, movable consumer goods generally have a three-year legal guarantee.
Exchanges
We do not offer direct exchanges for change-of-mind purchases. Where a return is legally available, please return the eligible item and place a new order for the preferred product or size. This helps us keep processing simple and reduces delays.
Refunds
Once an eligible return has been received and inspected, we will notify you regarding the refund.
Approved refunds will be issued to the original payment method. Processing time may vary depending on your bank or payment provider.
We may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent, where permitted by law.
Order changes and cancellations
Orders may enter production quickly. If you need to change or cancel an order, contact us immediately. We cannot guarantee changes once production or fulfillment has begun.
This does not restrict any mandatory cancellation or withdrawal rights that apply to your purchase.
Contact
For return or order enquiries, contact: