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Returning products

Returning products

OUR RETURNS AND REFUNDS POLICY

As well as that which is mentioned in the regulations on distance selling, not all products sold in our online shop are returnable and refundable. Products which can be returned are the Valencia Tourist Card and Valencia Tourism Pack. For these products, the amount paid can be refunded on receipt of proof that they have not been used.

Print at Home products (tickets, guided tours, bicycle hire, Tourist bus, set meals) cannot be cancelled. When a payment is made through the VLC Shop, the numbered tickets are automatically sent by email. For this reason the amount paid cannot be refunded.
Changes to purchases will only be possible in the following circumstances:

  • Changing the dates for using a product or the date of your visit, with a minimum of 24 hours’ notice.
  • Increasing the number of units of a product.
  • Changing the name of the purchaser.

To request any changes to orders, please get in touch with our Customer Service department at vlcshop@visitvalencia.com.

Package Products which offer a special price for buying them as a pack cannot be refunded either partially or fully.

Turismo Valencia reserves the right to refuse returns and refunds requested or sent outside the established timeframe, or products which are not in the same condition as they were received in.

HOW CAN I RETURN AN ITEM?

For items that can be returned, you can request to do so by contacting vlcshop@visitvalencia.com or by visiting Tourist Offices that serve as collection points for the VLC Tourist Card. For the latter, the Tourist Office staff will only take care of their collection and check they haven´t been used. Refunds must be requested via vlcshop@visitvalencia.com, indicating the order number, reason for return and Tourist Office where the cards have been deposited.
You can also post the cards to the following address:

Turismo Valencia
A/A. VLCShop
Avenida Cortes Valencianas nº41 Bajo
46015 Valencia
España

Don’t forget to indicate the order number and reason for return.
Postage is at the customer’s expense. We recommend you keep proof of remittance.
Once we confirm that the items haven’t been used, we’ll refund their cost.

HOW LONG DO I HAVE TO REQUEST A RETURN OR REFUND?

The time limit for any return or refund is 10 days from receipt of the purchase confirmation sent to your email account.

HOW WILL I RECEIVE THE REFUND?

Once the refund has been approved, you will receive the amount by the same method that you used to make the purchase.

WHEN WILL I RECEIVE MY REFUND?

After the refund has been approved, you will receive a confirmation email informing you of the amount that will be paid into your account in the next few days. Remember that payment to a credit card always depends upon your bank./p>

WHAT SHOULD I DO IF THE REFUNDED AMOUNT IS INCORRECT?

Get in touch with our Customer Service department by emailing us at vlcshop@visitvalencia.com, and we will solve the problem as soon as possible.

CAN I CHANGE A PRODUCT?

The purchase may only be changed under the following circumstances:

  • Changing the date when the product can be used or the date of your visit, with a minimum of 24 hours’ notice.
  • Increasing the number of units of a product.
  • Changing the name of the purchaser.

To request any change, please get in touch with our Customer Service department at vlcshop@visitvalencia.com.

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