How to complain
Email support@valoren.uk. That is the same inbox every customer message reaches — you do not need a special form, a reference number or a particular subject line.
So that the first reply can be a useful one, include three things:
- Your order email — or the email address you used to buy, if you no longer have it.
- Which product the complaint is about.
- What went wrong, in your own words.
A named person replies — never an automated answer, and never a reply written to sound like one.
What happens next
Three timescales, kept as a matter of policy. They are counted from the day your email arrives.
- An acknowledgement from a named person within 1 business day — the same day where it is seen in time.
- A substantive reply, or a dated plan within 3 business days. If the answer needs more time than that, you are told what is being done and by when, not left waiting.
- Resolution within 14 days — or, where that is not possible, an escalation with the reason stated and the next date given.
Refunds and your rights
Your statutory 14-day right to cancel is honoured without argument. You will never be talked out of a right the law gives you, and a complaint is not a condition of using it.
Where a product did not deliver what its own page promised, a refund of up to the price you paid is already approved — it does not wait on anyone's permission, and you do not have to argue for it. Anything beyond a refund is decided inside the timescales above, and is never dangled beforehand.
If your complaint concerns how your personal information was handled, you can also take it to the Information Commissioner's Office. The route is set out on the privacy page, under your rights.