Returns and Refunds — Valley of Elah Naturorganics Bodycare Ltd
Effective: March 2026
Company: Valley of Elah Naturorganics Bodycare Ltd
Address: Sproughton, Ipswich IP8 3FG
Email for returns and enquiries: returns@valleyofelahbody.com
Phone: +44 1923 266909
Summary of your rights
You have statutory consumer rights under UK law. This policy explains how we handle cancellations, returns, exchanges and refunds in addition to those rights. It does not reduce or replace your legal rights.
Cancellation and change of mind (online orders)
- Timeframe: You may cancel an online order within 14 days from the day you receive the goods.
- Condition: Items must be returned unused, in original packaging, and with hygiene seals intact where applicable. We may refuse returns of opened or used personal care items unless the item is faulty.
- How to start: Email returns@valleyofelahbody.com with your order number and reason for return to request a returns number (RMA).
Faulty, damaged or not as described
- If an item is faulty, damaged in transit, or not as described, you are entitled to a repair, replacement or refund.
- Short-term right to reject: If you report a fault within 30 days of receipt we will offer a full refund unless repair or replacement is agreed. After 30 days we will offer repair or replacement where appropriate.
- Proof: Please include photos and a description of the fault when you contact us.
How to return an item
- Request an RMA: Email returns@valleyofelahbody.com with your order number and reason for return.
- Pack securely: Repackage the item in its original packaging where possible and include the completed returns form.
- Send to: Valley of Elah Returns, [Insert company address here]. Keep proof of postage.
- Return postage: If the return is due to a fault, misdescription, or our error, we will reimburse reasonable return postage. For change‑of‑mind returns the customer is responsible for return postage unless we state otherwise.
Refunds and timing
- Method: Refunds are issued to the original payment method.
- Timing: We will process refunds within 14 days of receiving the returned goods or, if earlier, within 14 days of receiving proof of return postage.
- Delivery charges: If you received the goods as ordered, original delivery charges may not be refundable for change‑of‑mind returns. If the goods are faulty or incorrect, delivery charges will be refunded.
Exchanges and replacements
- Exchanges: We will exchange items where stock allows. Request an exchange when you contact returns@valleyofelahbody.com.
- Replacements for faults: Replacements for faulty items are provided free of charge.
Hygiene and safety exceptions
- Sealed hygiene items (for example creams, balms, and other personal care products) cannot be returned if the hygiene seal is broken, unless the item is faulty. This is to protect customer safety and product integrity.
Refund disputes and further help
- If you disagree with a decision about a return or refund, please contact us at returns@valleyofelahbody.com with your order number and supporting information. We will review and respond promptly.
- If you remain dissatisfied you may seek independent advice from consumer protection services.
Practical tips for faster processing
- Include your order number, name, and reason for return in all communications.
- Keep proof of postage until your refund is confirmed.
- Attach clear photos for damaged or faulty items.
Template returns form (copy into the parcel)
Order number: __________
Name: __________
Email: __________
Item(s) returned: __________
Reason for return: Change of mind / Faulty / Damaged / Other (delete as appropriate)
Preferred resolution: Refund / Exchange / Repair