Refund Policy

Last updated: August 28, 2026

30-Day Return Policy

At Valwerk, we offer a 30-day return period. This means that you have 30 days from the date you receive your order to request a return.

To qualify for a return, the product must be returned in the condition in which you received it. Items must be unworn and unused, with all original tags attached and, where applicable, in their original packaging. You must also provide your receipt, order confirmation, or other valid proof of purchase.

To initiate a return, please contact us at info@valwerk.com. Approved returns should be sent to:

Momara d.o.o.
Rožna ulica 9
8233 Mirna
Slovenia, EU

Please do not send any products back before your return request has been approved and you have received the relevant return instructions.

If you have any questions regarding returns, you can contact our customer support team at info@valwerk.com.

Damaged, Defective or Incorrect Items

Please check your order as soon as it arrives.

If your product is defective, damaged during delivery, or you have received an item different from the one you ordered, please contact us as soon as possible so that we can investigate the situation and determine the appropriate solution.

When contacting us, please include your order number and, where possible, photographs or other information that clearly shows the issue.

Non-Returnable Products and Exceptions

Some products may be excluded from our return policy where permitted by applicable law.

Returns may not be accepted for products that have been customized, personalized, or produced specifically according to the customer's individual requirements.

We also reserve the right to refuse returns where products have been damaged, altered, heavily used, or otherwise returned in a condition that does not meet the applicable return requirements.

Gift cards and certain promotional or sale items may also be excluded from returns where permitted by applicable law.

If you are unsure whether a particular product qualifies for a return, please contact us before sending it back.

Nothing in this section affects any mandatory consumer rights that cannot legally be excluded.

Exchanges

If you would like to change your product for another size, color, or item, the simplest solution is generally to return the original product in accordance with this policy.

Once the return has been approved and processed, you can place a new order for the product you would like instead.

This allows us to process the new order separately and helps ensure that the desired product is available at the time of purchase.

European Union - 14-Day Right of Withdrawal

If you are a consumer purchasing from within the European Union, you generally have a statutory right to withdraw from an online purchase within 14 days of receiving your order, without giving a reason.

The withdrawal period begins on the day you, or a third party designated by you other than the carrier, receives the goods.

Where you exercise your statutory right of withdrawal, the applicable legal requirements concerning the condition and handling of the products apply.

Products should be handled only to the extent necessary to establish their nature, characteristics, and functionality. Where permitted by law, you may be responsible for any diminished value resulting from handling beyond what is necessary for this purpose.

The statutory 14-day withdrawal right is separate from any additional voluntary return period offered by Valwerk.

For complete information about exercising your withdrawal rights, please refer to our return instructions or contact us at info@valwerk.com.

Changed Your Mind?

We understand that circumstances can change. That's why we aim to make both cancellations and returns as straightforward as possible.

Where the relevant functionality is available, you can manage your order directly through your Order Status page without having to contact customer support.

How to Request a Return

If you need to return an item, follow these steps:

1. Locate your order
Open the order confirmation email you received after placing your purchase and follow the link to your Order Status page.

2. Start the return request
Select the “Request Return” option to begin the return process.

3. Select the products
Choose the item or items you wish to return, indicate the applicable reason for the return, and submit your request.

What happens after submission?
We will review your request and, once approved, provide you with the relevant instructions for returning the package.

Please wait for our confirmation before sending the product back.

Cancelling an Order

If you placed an order by mistake or simply changed your mind, you may be able to cancel it before it has been prepared for shipment.

Before your order is shipped
If your order has not yet been packed or fulfilled, a “Cancel Order” option may be available on your Order Status page.

If the option is available, you can use it to submit the cancellation request.

If the order has already shipped
Once an order has been fulfilled and handed over for delivery, the cancellation option may no longer be available.

In this situation, you may use the applicable return procedure once the package has been delivered, subject to the conditions of this Refund Policy and your statutory consumer rights.

Refunds

Once we receive your returned item, we will inspect it to determine whether it meets the applicable return requirements.

After the inspection has been completed, we will notify you whether your refund has been approved.

If the refund is approved, the amount will be returned to the original payment method used for the purchase.

We aim to process approved refunds within 10 business days. The time required for the funds to appear in your account may vary depending on your bank, credit card provider, or payment service.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received the funds, please contact us at info@valwerk.com.

Where applicable, refunds will be handled in accordance with mandatory consumer protection legislation.

Return Shipping Costs

Unless otherwise required by applicable law or agreed by Valwerk:

• The customer is responsible for the cost of returning an item.
• We recommend using a shipping service that provides tracking and proof of delivery.
• Valwerk cannot be held responsible for return packages that are lost or damaged while being transported to us if the customer has not used an appropriate tracked shipping service.

If a return is being made because the product was defective, damaged, incorrect, or otherwise not in conformity with the purchase agreement, the applicable statutory consumer rights will apply, including any rights concerning return shipping costs.

Returns from Outside the European Union

Customers returning an order from outside the European Union are responsible for ensuring that all required customs documentation is completed correctly.

The package must be declared accurately and in accordance with the applicable customs requirements.

Valwerk is not responsible for customs duties, import charges, customs clearance fees, or other costs resulting from an incorrectly completed return shipment.

If a returned parcel cannot be cleared through customs or is rejected by the relevant authorities, it may be returned to the sender. Any resulting costs may be the responsibility of the sender where permitted by applicable law.

Contact

For questions regarding returns, refunds, exchanges, cancellations, or other issues relating to your order, please contact us:

Valwerk
Momara d.o.o.
Rožna ulica 9
8233 Mirna
Slovenia, EU

Email: info@valwerk.com