UK buyers beware: returns are to China at your own expense
I would strongly advise UK customers to understand Valeniri's returns process before buying.
I bought three items which were unsuitable (the products did not match the size I ordered) and contacted Valeniri promptly to return them. Their website specifically targets UK customers, states “Free delivery on all UK orders” and promotes a 30-day returns period. Their About page also describes the business as “Rooted in Netherlands. Designed for Britain.”
What was not apparent to me when ordering was that if I needed to return the goods, I would be instructed to send them at my own expense to an individual recipient at an address in Zhejiang Province, China, using tracked international shipping.
Valeniri’s published FAQ says customers pay return shipping but does not state that UK customers may be required to return purchases to China. It says refunds are processed after receipt of the returned item.
I repeatedly asked Valeniri to identify where, before purchase, it disclosed that a return could have to be sent to China at the customer's expense. I have not received an answer to that specific question.
Instead, I was told that Valeniri “maintain our position” and that they would not engage in “further repetitive correspondence”. I found that response particularly disappointing given that I was simply questioning the return conditions being imposed.
I now have serious concerns about whether this returns process properly reflects the consumer protections applicable to UK online purchases, and I am considering escalating the matter through the appropriate consumer and payment channels.
My advice to UK customers: establish exactly where you will have to return an item, and what that will cost, before ordering from Valeniri. I certainly would not purchase from them again.
