Refund policy

30-day returns

All our products come with a 30-day return policy. The period starts on the day you receive your order, and you do not need to give a reason. Within the EU, returns are free of charge. This goes beyond the 14-day right of withdrawal under EU consumer law, which always applies to consumers in the EU.

Exceptions

  • Individually engraved ladles and other products personalised to your order. They are made just for you, so they cannot be returned.
  • Gift cards.

We always repair or replace a faulty product, engraved ones included. Every ladle has a five-year warranty against manufacturing and material defects.

Condition of the product

You may examine the product as you would in a shop. Please return it in its original packaging if possible. If the product has been used beyond what is needed to establish its nature and characteristics, we may deduct the loss in value from the refund.

How to return

  1. Let us know at support@valeja.eu and include your order number.
  2. Within the EU we send you a free return label and instructions. Elsewhere we send you return instructions.
  3. Send the product to Oy Ansraatio Ab, Koivupurontie 4, varasto 45, 40320 Jyväskylä, Finland.

Within the EU, returns are free of charge.

Deliveries outside the EU

The 30-day return policy also applies to orders delivered to the United States, Canada, Switzerland, Norway, the United Kingdom and other countries outside the EU. For these returns:

  • You pay the return shipping yourself and choose a tracked service. Mark the shipment and the customs documents "Returned goods, EU origin" so that the return is not taxed again.
  • We do not refund the original shipping cost, or any duties, taxes or carrier handling fees charged to you on delivery. You may be able to reclaim them from your local customs authority.
  • We deduct from the refund all costs the return causes us: for example, for orders delivered to the United States, the import duty included in the price that we paid on your behalf (25 % of the product price), and any customs or handling fees on the return shipment.
  • If a product is faulty, damaged or wrong, we handle the return at our cost outside the EU as well.

Refunds

Once your return has arrived and been checked, we refund the payment to the original payment method within 10 working days. Your bank or payment provider may take a few more days. If you have not received the refund within 15 working days, please contact us.

Defects and transport damage

Please check your order when it arrives. If a product is faulty, damaged or wrong, let us know as soon as possible at support@valeja.eu and we will put it right.

Exchanges

The quickest way to exchange a product is to return the original and place a new order.

Company details

Oy Ansraatio Ab (Valeja) · Business ID 3597401-6 · Seminaarinkatu 32, 40100 Jyväskylä, Finland · support@valeja.eu