➡️ REFUND & RETURNS POLICY

Last Updated: 2025

At ValueDock, we aim to provide a reliable shopping experience while ensuring our policies remain fair, clear, and protected against misuse. This Return & Refund Policy explains your rights and how we manage returns, refunds, and replacements in compliance with UK consumer standards.

1. Return Eligibility

You may request a return if your item meets any of the following criteria:

  • The item arrived damaged or broken
  • The wrong item was delivered
  • The item is faulty or not working correctly
  • You changed your mind (conditions apply)

Return requests must be submitted within 14 days of delivery.

2. Reporting Damaged, Faulty, or Incorrect Items

To protect our customers and prevent fraudulent claims, all damage, fault, or incorrect item reports require clear photo or video evidence.

  • You must report the issue within 48 hours of delivery
  • Our team will review all evidence promptly
  • If verified:
    • A prepaid return label may be issued, OR
    • A free replacement may be sent

Note: Free return shipping is not automatic. It is provided only after verification.

3. Change-of-Mind Returns

Change-of-mind returns are accepted under the following conditions:

  • The item is unused, unopened, and in original condition
  • All accessories and packaging are included
  • No visible signs of use or damage

If returning an item because you no longer want it, you are responsible for all return shipping costs.

Non-returnable items include:

  • Personal care, beauty, or hygiene items
  • Consumables
  • Underwear or intimate wear
  • Used or damaged items

4. Return Process

To begin a return, contact us at:

📧 support@valuedock.co.uk
Include your order number, reason for return, and photos/video (if applicable).

Once your request is reviewed and approved, we will send you return instructions. Returns sent without approval may not be processed.

5. Refund Process

After your returned item is received and inspected:

  • You will receive an email update
  • If approved, your refund will be issued within 3–7 business days
  • Refunds are issued to the original payment method

Shipping fees are non-refundable unless the issue was caused by ValueDock.

6. Missing, Delayed, or Lost Deliveries

If your parcel does not arrive:

  • We will open a formal investigation with the courier
  • Courier investigations may take 3–10 working days
  • Refunds or replacements are provided only after courier confirmation

7. Late or Missing Refunds

If your refund has not appeared after 10 working days:

  • Check your bank or credit card provider
  • If paid by PayPal, check your PayPal account
  • If still delayed, contact us for assistance

8. Return Shipping Costs (VERY IMPORTANT)

There are two clear situations:

  • A. Change-of-mind / unwanted item:
    ❗ You must pay all return shipping costs.
    ❗ No prepaid labels are provided for non-faulty returns.
  • B. Verified damaged/faulty/incorrect item:
    ✔️ Evidence is required for verification.
    ✔️ Once approved, we may provide a prepaid return label OR send a replacement.
    ✔️ Free returns apply ONLY to genuine issues.

This policy ensures fairness for honest customers while preventing dishonest or false claims.

9. Order Cancellation

  • Orders can only be cancelled before they are processed or shipped
  • If an order has already been dispatched, it cannot be cancelled
  • You must then follow the return process once the item arrives

10. Contact Us

If you need help with a return or refund, reach out to our support team:

📧 support@valuedock.co.uk
⏳ Response Time: 24–48 hours

We aim to handle every case professionally, fairly, and promptly.