Refund policy
Refund & Returns Policy
Clear information about returns, refunds, exchanges, damaged items, and how to request help with an order.
Return requests must be made within 30 days of delivery.
VALILLE does not charge a restocking fee for eligible returns.
Approved refunds are returned to the original payment method.
Our Return Window
You have 30 days from the date of delivery to request a return.
If more than 30 days have passed since delivery, we are unable to accept the return unless otherwise required by applicable law.
Return Eligibility
To be eligible for a return, the item must generally meet the following conditions:
- Unused, unworn, and unwashed
- In its original condition, without damage, odors, or signs of use
- Returned with original packaging, tags, and labels where applicable
- Accompanied by the order number or other proof of purchase
If you are unsure whether your item qualifies, please contact us before returning it.
Non-Returnable Items
The following items are generally not eligible for return or refund:
- Items returned after the 30-day return-request period
- Items that have been used, washed, altered, or damaged after delivery
- Items missing their original packaging, tags, parts, or accessories
- Personalized or custom-made products, unless damaged or defective
- Gift cards
- Products clearly marked as final sale before purchase
These restrictions do not affect any rights that cannot be excluded under applicable consumer law.
Change-of-Mind Returns
Eligible items may be returned if you change your mind, provided the return request is made within 30 days of delivery and the item meets the return conditions described above.
For change-of-mind returns, the customer is responsible for the return-shipping cost. Original shipping charges are not refundable unless required by applicable law.
Damaged or Defective Items
Please inspect your order as soon as it arrives. If an item is damaged or defective, contact us promptly so we can review the problem and provide an appropriate solution.
Please include:
- Your order number
- A clear description of the issue
- Clear photographs or video of the item
- Photographs of the packaging and shipping label when relevant
If the issue is confirmed, VALILLE will cover reasonable return-shipping costs when a return is required and may offer a replacement or refund, depending on the circumstances.
Wrong Item Received
If you receive a product different from the one shown in your order confirmation, please contact us and include your order number and clear photographs of the item received.
Once confirmed, we will arrange an appropriate replacement or refund. VALILLE will cover reasonable return-shipping costs when the wrong product was sent.
Orders Not Received
If your order has not arrived by the estimated delivery date, please review the tracking information and check with household members, neighbors, building management, or the carrier.
If the order still cannot be located, contact us at support@valille.com with your order number so we can investigate.
If tracking shows that the parcel was delivered, additional confirmation or investigation by the shipping carrier may be required before a resolution can be provided.
Restocking Fees
VALILLE does not charge a restocking fee for eligible returns.
Customers remain responsible for change-of-mind return-shipping costs unless otherwise required by law.
How to Start a Return
To request a return, email support@valille.com within 30 days of delivery.
Please provide:
- Your full name
- Your order number
- The item you want to return
- The reason for the return
- Photographs if the item is damaged, defective, or incorrect
Please wait for approval and return instructions before sending anything. The correct return address will be provided after your request is approved.
Products sent without prior authorization may not be accepted or processed.
Refunds
We will notify you after receiving and inspecting your return. If approved, the refund will be issued to the original payment method.
Please allow approximately 5–10 business days after refund approval for the amount to appear in your account. Your bank or payment provider may require additional processing time.
If more than 15 business days have passed since your refund was approved, please contact us.
Exchanges
Product availability for exchanges cannot be guaranteed. Contact us first so we can check whether the requested replacement is available.
In some cases, the quickest option is to return the original item, if eligible, and place a separate order for the preferred product.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@valille.com.
We will try to assist, but cancellation cannot be guaranteed after processing has started. An order that has already shipped cannot be cancelled and must follow the applicable return process.
Contact VALILLE
If you need assistance with a return, refund, damaged product, or order concern, please contact our customer-support team.
Email: support@valille.com
Phone: +1 307 295 3014
Please include your order number so we can assist you as quickly as possible.