Last updated: 16 August 2026
We want every Vallorne order to arrive in exceptional condition. This policy explains how statutory withdrawals, returns, refunds, damaged products and replacements are handled.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
Consumers generally have the right to withdraw from an online purchase within 14 days without providing a reason.
The withdrawal period begins on the day that the customer, or a third party designated by the customer other than the carrier, receives the goods.
If an order is delivered in multiple parcels, the period begins when the final parcel or item has been received.
To exercise the right of withdrawal, the customer must send Vallorne a clear statement before the withdrawal period expires.
Withdrawal requests may be sent to:
Vallorne ECOM OÜ
Paul-Gossen-Straße 99
91052 Erlangen
Germany
Email: help@vallorne.com
Telephone: +49 1522 9264462
The customer may use the model withdrawal form provided at the end of this policy, but its use is not mandatory.
After notifying us of the withdrawal, the products must be returned without undue delay and no later than 14 days after the withdrawal was communicated.
Customers should not send products back without first contacting us.
To arrange a return:
Contact help@vallorne.com and provide the order number.
Our customer service team will provide return instructions.
Vallorne will provide a prepaid DHL return label.
Place all products and included components securely inside suitable protective packaging.
Attach the supplied return label and deliver the parcel to the indicated DHL location.
Retain the DHL receipt and tracking information until the refund has been completed.
Vallorne bears the direct cost of the return when the customer follows this return procedure and uses the return label supplied by us.
We cannot guarantee reimbursement for alternative or additional shipping services selected independently by the customer without our prior approval.
Perfume bottles are fragile and must be packaged carefully for their return.
Customers should:
Securely close the bottle;
Protect the bottle against movement and impact;
Use the original protective packaging where reasonably possible;
Include the cap, box and other supplied components;
Remove or cover any previous shipping labels; and
Ensure that liquids cannot leak during transport.
The customer is not responsible for damage caused solely by DHL while using our supplied return label and adequate protective packaging.
However, avoidable damage caused by insufficient packaging or customer handling may be considered when assessing any loss in value, where permitted by law.
Every returned product will be inspected after arrival.
The inspection may consider:
The remaining fill level;
The amount of fragrance used;
The condition of the bottle;
The atomiser and cap;
The label and decorative components;
The retail box and protective packaging;
Missing components;
Leakage, breakage or other damage;
The condition of any tamper-evident seal; and
Whether the handling exceeded what was reasonably necessary to inspect the product.
We may document the condition of the return using photographs, weight measurements, batch information and written inspection records.
Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
Brief and reasonable testing of a fragrance does not automatically remove the statutory right of withdrawal.
However, wearing the fragrance repeatedly or consuming a material quantity is not necessary merely to inspect it.
Where a complimentary sample is included, we strongly recommend testing the sample before opening or using the full-size bottle. This helps preserve the full value of the main product if the customer decides to withdraw from the purchase.
The customer may be responsible for a loss in value caused by handling or use that went beyond what was reasonably necessary to inspect the product.
Any deduction will be based on the individual condition and actual remaining value of the returned product. Vallorne does not impose an automatic penalty or arbitrary restocking fee.
Examples of circumstances that may result in a deduction include:
Repeated or extensive use of the perfume;
Returning a substantially depleted bottle;
Returning a bottle that is approximately half empty;
Missing caps, boxes or components;
Damage caused after delivery;
Broken glass caused by customer handling;
Contamination, alteration or refilling;
Damage caused by inadequate return packaging; or
A condition that makes the product unsuitable for lawful resale.
A substantially used or customer-damaged perfume may have little or no remaining commercial value. Following an individual inspection, the resulting deduction may therefore represent most or all of the product price.
This means that a half-used or customer-broken bottle may result in a €0 refund of the product price, where the documented loss in value equals the product’s full value.
This does not affect cases in which the product was already damaged, defective or incorrect when delivered.
Complimentary products and promotional gifts supplied only because an order met specified promotional conditions form part of the qualifying order.
If the complete qualifying order is withdrawn, the associated complimentary products and promotional gifts must also be returned, unless Vallorne expressly confirms otherwise.
If a conditional gift is missing, substantially used or damaged, its actual value may be considered when calculating the refund where legally permitted and where the relevant promotional conditions were clearly disclosed.
After a valid withdrawal, Vallorne will refund the payments that must be reimbursed under applicable law.
For a complete withdrawal, this generally includes the cost of the returned products and the cost of the least expensive standard delivery method offered for the order.
Additional delivery costs resulting from a more expensive shipping option selected by the customer are not refundable beyond the cost of the least expensive standard delivery option.
For partial returns, the original delivery charge will not normally be refunded where the same delivery charge would have applied to the products retained by the customer.
Refunds will be made using the same payment method used for the original transaction unless another method has been expressly agreed and does not cause additional costs to the customer.
Vallorne may withhold the refund until:
The returned products have been received; or
The customer has provided valid evidence that the products were sent back,
whichever occurs first, unless Vallorne has offered to collect the products itself.
After the return has been received and inspected, we will inform the customer of any documented deduction for diminished value.
Payment-provider processing times may affect when the refunded amount appears in the customer’s account.
Customers must retain their DHL return receipt and tracking information.
If tracking does not confirm that the parcel was handed to DHL and we do not receive the returned products, the refund may remain on hold until valid proof of dispatch is provided or the products arrive.
If a return appears to be delayed or lost, please contact help@vallorne.com with the DHL tracking information. We will investigate the shipment with the carrier.
If a product arrives broken, leaking, defective, incomplete or otherwise damaged, please contact us as soon as reasonably possible at:
Please include:
The order number;
A description of the issue;
Photographs of the affected product;
Photographs of the parcel and internal packaging; and
A photograph of the shipping label, where available.
These materials help us investigate the damage but do not limit mandatory statutory rights.
Where appropriate, Vallorne will arrange a replacement at no additional cost. Depending on the circumstances and applicable statutory rights, another legal remedy may also be available.
Customers should retain the damaged product and packaging until our customer service team provides further instructions.
Damage that was already present upon delivery will not be treated as customer-caused diminished value.
If an order contains an incorrect product or an item is missing, contact help@vallorne.com with the order number and details of the issue.
We will investigate the order and arrange the appropriate remedy without additional shipping costs to the customer.
Vallorne does not currently offer direct exchanges for ordinary change-of-mind returns.
Customers may return an eligible product under this policy and place a new order for the preferred product.
This does not apply where a replacement is provided because a product was damaged, defective, incorrect or otherwise not in conformity with the contract.
A pre-order may be cancelled before dispatch by contacting help@vallorne.com.
If the pre-order has already entered the fulfilment or shipping process, cancellation may no longer be operationally possible. The statutory withdrawal right remains available in accordance with applicable law.
We reserve the right to investigate suspected return fraud, including product substitution, refilling, deliberate damage, manipulated fill levels or the return of a product that does not correspond to the product originally supplied.
Nothing in this section restricts a customer’s legitimate statutory rights.
The statutory right of withdrawal is separate from statutory rights relating to defective or non-conforming goods.
The expiry of the 14-day withdrawal period does not remove any mandatory warranty rights relating to products that were defective, damaged or not in conformity with the contract.
For all returns, refunds, damaged products and delivery-related concerns, contact:
Vallorne Customer Service
Email: help@vallorne.com
Telephone: +49 1522 9264462
Please include the order number whenever possible.
Complete and return this form only if you wish to withdraw from the contract. You may also send any other clear withdrawal statement.
To:
Vallorne ECOM OÜ
Paul-Gossen-Straße 99
91052 Erlangen
Germany
Email: help@vallorne.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Ordered on:
Received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is submitted on paper:
Date: