Refund policy

Refund & Exchange Policy – School Uniforms (Online Orders Only)

Last updated: 01/08/2025

At Bureau Vallée Malta, we are committed to ensuring your satisfaction with every online uniform order. This policy applies strictly to purchases made through our online platform. Please review the terms below before making a purchase.

1. Exchanges (Size, Fit, or Style)

We accept exchanges for:

  • Unworn and unwashed uniforms
  • Items returned in original condition, with tags and packaging intact
  • Requests made within 14 calendar days of delivery

Exchange Process:
Contact us before returning any item. Once confirmed, you may choose one of the following options:

  • Ship the item back using any tracked postal or courier service (at your own cost)
  • Drop off the item in person at our Bureau Vallée San Ġwann store during opening hours (no appointment needed)

Once we receive and inspect the item, we will:

  • Ship the replacement size (if in stock)
  • Or issue a store credit valid for 30 days if the requested item is unavailable

2. Refunds

Refunds are issued only if:

  • The item received is defective, damaged, or incorrect (e.g., wrong size or school logo)
  • You notify us within 5 calendar days of delivery

To request a refund:

  • Email online@bureau-vallee.com.mt with your order number, a brief description of the issue, and clear photos
  • Our team will respond and confirm if the item qualifies for refund
  • Approved refunds will be processed to your original payment method within 7 business days

3. Items Not Eligible for Return or Refund

We cannot accept returns or offer refunds for:

  • Items that have been used, worn, or washed
  • Garments that have been personalized (e.g., with names or initials)
  • Items without original tags or packaging
  • Undergarments or socks (for hygiene reasons)

4. Return Shipping Costs

  • If the return is due to our error (e.g., faulty or incorrect item), we will cover return shipping or arrange collection
  • For exchanges due to size or preference, shipping is the customer’s responsibility

5. How to Start a Return or Exchange

Email: online@bureau-vallee.com.mt

Please include:

  • Full name and order number
  • Description of the issue
  • Photos if applicable

We aim to respond within 2 business days with next steps.

6. Legal Rights

This policy is compliant with Maltese and EU consumer protection laws and does not affect your statutory rights.