Refund and Return Policy

Effective Date: 24 April 2026

At Valko Merchandise Ltd, we aim to provide a transparent and fair refund and return process. Please read this policy carefully to understand your rights and responsibilities when purchasing merchandise from us.

General Policy

Our products are manufactured on demand once an order is placed. Because items are produced specifically for each order, we generally cannot offer refunds or returns for issues caused by customer error.

However, we will gladly resolve issues involving:

• Damaged products
• Misprinted items
• Defective products
• Items lost in transit

If your product arrives damaged or defective, please contact us within 4 weeks of delivery so we can investigate and resolve the issue quickly.

If the issue is confirmed to be due to an error on our part, we will arrange a replacement or refund, including any applicable shipping costs.

This policy does not affect your statutory rights under applicable consumer protection laws.

Claims Timeframes

• Damaged, Misprinted, or Defective Items: Please report issues within 4 weeks of receiving the product.
• Lost Packages: Claims for packages lost in transit should be submitted within 4 weeks of the estimated delivery date.

We encourage customers to report issues promptly so we can resolve them efficiently.

Incorrect or Undeliverable Addresses

Incorrect Address Provided

If an order cannot be delivered due to an incorrect address supplied by the customer, the package may be returned to us by the shipping provider.

If the package is returned, we can arrange for it to be reshipped. The customer will be responsible for any additional shipping costs.

Please ensure your shipping details are correct before completing your purchase.

Unclaimed Packages

If a package is returned to us as unclaimed, we can arrange reshipment once additional shipping costs have been covered.

Non-Refundable and Non-Returnable Situations

Because our products are manufactured on demand, we cannot accept returns or provide refunds for the following reasons:

• Buyer’s remorse
• Incorrect size selected by the customer
• Accidental purchases
• Opened sealed items that cannot be returned for hygiene reasons

EU Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), customers typically have the right to withdraw from a purchase within 14 days.

However, this right does not apply to goods that are:

• Made to the consumer’s specifications
• Clearly personalised
• Sealed goods that are unsuitable for return once opened due to hygiene or health reasons

Because our merchandise is produced on demand after an order is placed, many products may fall under these exemptions.

Customs Charges and Import Taxes

Some countries may apply customs duties, VAT, or import taxes to international shipments.

These charges are determined by local authorities and are outside of our control. Customers are responsible for any applicable customs or import fees. These charges are not included in our product prices or shipping costs.

Order Cancellations

Orders may only be cancelled before they enter the production stage.

Because our products are manufactured through third-party suppliers once production begins, cancellations or modifications are no longer possible.

To request a cancellation, please contact us as soon as possible at:

Email: [email protected]

While we will make every effort to process cancellation requests quickly, we cannot guarantee cancellation if an order has already entered production.

Contact Us

If you have questions about this policy, wish to report a damaged item, or need assistance with an order, please contact us:

Email: [email protected]

This policy is governed by the laws of England and Wales and does not affect your statutory consumer rights.