Refund policy
1. Return Policy
We offer a 30-day return window from the date your order is received.
To qualify for a return, the item must meet all of the following conditions:
- The package must include all parts, components, and original packaging
- The product must show no signs of improper use or damage caused by mishandling
- Hygiene products must be thoroughly cleaned before initiating the return process
- Any issues must be reported immediately upon receipt
- Valid proof of purchase is required
We reserve the right to refuse returns if there is suspicion of misuse or customer-caused damage.
2. Return Process
If your order meets the requirements above, please follow these steps:
Send an email to: info@valeria-ny.com with the subject: “Return Request”
In your email, please include:
- Order number
- Reason for return
- Full name
- Address
- Photos of the product
Wait for a response from our team with instructions and the return address.
Important:
- Do not send the item before receiving approval
- Do not ship to the address on the package or shipping label
3. Return Costs
Customers are responsible for return shipping costs.
Returned items must be sent to our central warehouse in Asia; the exact address will be provided by our team.
4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us immediately at info@valeria-ny.com and include:
- Order number
- Description of the issue
- Clear photos of the item
Solution:
- A replacement item will be sent at no extra cost
- No refunds are offered in these cases
- Replacement is the only available resolution
5. Cancellations
Orders are processed automatically after purchase.
Cancellation is only possible before processing or shipment.
Once shipped, the customer must receive the item and then start the return process.
6. Refunds
After the item is received and inspected at our warehouse:
- Refunds are only processed after inspection
- Maximum processing time: 14 business days after approval
- Refunds are issued to the original payment method
- Shipping costs are non-refundable
- No refund will be issued without receiving the returned item
7. Right of Withdrawal (14 Days)
Customers have a 14-day right of withdrawal from the date of receipt of the final product, in accordance with applicable law.
- Refunds are issued only after the returned item is received
- Return shipping costs are the responsibility of the customer
- Orders cannot be cancelled once shipped
8. Refused or Unclaimed Deliveries
If a package is refused or not collected within the carrier’s deadline, the customer may choose:
- Reshipment (additional shipping fees apply)
- Refund with up to 50% deduction to cover return shipping, handling, and administrative costs
9. Important Notes
- All returns must be sent to the address provided after approval
- Never send returns to the address on the package
- All return shipping costs are borne by the customer
- We reserve the right to refuse returns that do not meet the conditions
10. Return Form
To receive a return form, please email: info@valeria-ny.com