Complaints and warranty

Reporting a complaint

Email info@valvorman.com. Tell us which product it concerns, what is wrong, your order number and a photo if that helps. You will have a reply within 14 days. If we cannot settle it within that period, you will hear within 14 days how long we expect it to take.

Two years of statutory warranty

Every product has to do what you may reasonably expect of it. That applies to the skincare, the perfumes, the packaging and the working of the pump.

Cosmetics have a shelf life and a period after opening: the open-jar symbol on the label, for example 12 months. The warranty applies as long as you use the product within that period and store it properly.

Six extra months on the pump

On top of the statutory warranty we give six months of additional warranty on bottles, pumps, caps and closures. If something breaks in that period without being caused by improper use, we replace it free of charge.

When the warranty does not apply

• Damage from dropping, knocks, improper use or improper storage.
• Products whose shelf life or period after opening has passed.
• Allergic reactions reported later than 72 hours after delivery or not substantiated.

What you get

If we approve your claim, you choose: a new product or your money back. We do not work with vouchers.

Returns

You have 14 days to change your mind. How that works and what the conditions are can be found at Returns. If you want to formally cancel the agreement, use the cancellation form.

Different warranty conditions may apply to business orders and regular trade customers. We agree those in writing in advance.