Refund policy
Refund and Rescheduling Policy
We are committed to ensuring that your experience with us is seamless, whether you're purchasing products or booking our studio services. Please read through our policies for returns, rescheduling, and cancellations to understand the procedures and fees.
Product Returns & Refunds
We offer a 30-day return policy for products. You have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is required.
To start a return:
- Contact us at hello@valentistudios.com.
- Returns should be sent to the following address: Unit 3, 21 Bessemer St, Blacktown, 2148.
Once your return is accepted, we will provide you with a return shipping label and instructions on how to return the item. Please note that returns sent without prior authorisation will not be accepted.
Damages and Issues:
- Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue.
Exceptions & Non-returnable Items: Certain items, including perishable goods, custom or personalised products, personal care goods, hazardous materials, flammable liquids, and gases, cannot be returned. We also do not accept returns on sale items or gift cards. If you have questions about a specific item, feel free to contact us.
Exchanges: To exchange an item, please return it first and make a new purchase separately.
European Union 14-Day Cooling-Off Period: For orders shipped into the European Union, you may cancel or return your purchase within 14 days without providing a reason. The item must be in its original condition, unworn or unused, with tags, and in the original packaging. A receipt or proof of purchase is also required.
Refunds: Once we receive and inspect your return, we will notify you of approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at hello@valentistudios.com.
Bookings and Services
Our studio services are designed to ensure a smooth and professional experience. Please review the following policies related to booking, rescheduling, and cancellations.
Rescheduling Policy
Rescheduling Procedure: Should you wish to reschedule a studio session, you must notify Valenti Studios at least 48 hours prior to your scheduled session start time. Notification must be provided in writing via email or other official communication channels.
Rescheduling Fee: Requests to reschedule a session within 48 hours of the scheduled start time will incur a rescheduling fee of 50% of the total session value. This fee covers administrative costs and potential revenue loss due to the rescheduled session.
Availability Confirmation: Valenti Studios will make reasonable efforts to accommodate rescheduling requests, subject to studio availability. A confirmation of the new session date and time will be provided once the rescheduling fee is received.
Cancellation Policy Application: If you fail to provide the required 48-hour notice for rescheduling, or if you cancel a rescheduled session, the standard cancellation policy will apply, which may include full or partial fees depending on when the cancellation occurs.
Multiple Rescheduling Requests: Valenti Studios reserves the right to deny multiple or habitual rescheduling requests. In such cases, the standard cancellation policy will be enforced.
Cancellation Policy
Cancellation Notice: Cancellation requests must be submitted no less than 48 hours prior to the scheduled session start time. Notice must be given in writing via email or other official communication channels.
Cancellation Fees:
- Cancellation with at least 48 hours’ notice: No cancellation fee, and any prepaid fees will be fully refunded.
- Cancellation within 48 hours: A cancellation fee of 50% of the session fee will apply.
- No-shows or cancellations within 24 hours: The full session fee will be charged, and no refunds will be issued.
Rescheduling Option: In lieu of cancelling, you may opt to reschedule your session subject to availability and the rescheduling policy outlined above.
Refund Processing for Cancellations
Refunds for cancellations will be processed within 5 business days from the date the cancellation notice is received. We aim to expedite refunds to minimise any inconvenience.
For any questions or concerns regarding our policies, please do not hesitate to contact us at hello@valentistudios.com. We are here to assist you and ensure you have a positive experience with both our products and services.