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Returning products

OUR RETURNS AND REFUNDS POLICY

Please notice not all products sold through our sales channels can be returned. The products that can be returned are València Tourist Cards and those physical products (merchandising and publications) that can be purchased at the Tourist Offices.

For these products, the amount may be refunded after checking that the tourist cards have not been used and as long as the physical products are in good condition and have not been used.

Products and services such as tickets to venues, guided tours, tourist bus and menus cannot be cancelled. Once the tickets have been purchased, the amount will not be refunded, except for reasons provided for in current legislation.

Modification of the purchase is only possible in the following cases:

  • Change the dates of enjoyment of the product or the dates of your visit with a maximum of 24 hours' notice.
  • Increase the number of units of a product.
  • Change the name of the holder of the purchase made.

To request any change, please contact us through our customer service email: vlcshop@visitvalencia.com

Products in packs that involve a special price for the purchase in pack, do not admit partial or total returns.

Visit València reserves the right to refuse returns communicated or sent after the deadline, or items that are not in the same condition in which they were received.

Visit valència is not responsible for the loss or theft of tickets.

For those items that can be returned, you can request a return via vlcshop@visitvalencia.com 


HOW CAN I RETURN AN ITEM?

The return of products purchased at one of our Tourist Offices must be processed at the same point of sale where the purchase was made.

For those items on the website that can be returned, you must request a refund at vlcshop@visitvalencia.com 

You can hand in your VLC Tourist Card at Tourist Offices that are collection points for the VLC Tourist Card. In this case, the Tourist Office staff will only collect the cards and check that they have no t been used.

The refund must be requested through vlcshop@visitvalencia.com , indicating the order number, the reason for the refund and the Tourist Office where the cards have been deposited.

You can also send the cards by post to the following address:

Fundació Visit València
A/A. VLC Shop
Avenida Cortes Valencianas nº41 Bajo
46015 València
España

Do not forget to indicate the order number and the reason for the return.

Shipping costs will be borne by the customer.

We recommend that you keep proof of delivery.

Once we have checked that the items have not been used, we will refund you the amount paid for them.

If the order also included tickets for tourist attractions, the discount enjoyed thanks to the VLC Tourist Card will be deducted from the am ount to be refunded.


WHAT IS THE DEADLINE FOR A REFUND?

The deadline for any return is 14 calendar days from the receipt of the purchase confirmation in your email.


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.


CAN I EXCHANGE 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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