Return & Refund

CANCELATION

If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact support@thevalari.com as soon as possible.

Customizable products are not eligible for cancellation once they have gone into production.

RETURNS

To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Returns are accepted within 90 days from the day on which your order is delivered. Customizable products are non refundable and non exchangeable unless they are defective.

To start a return, you can contact us at support@thevalari.com. If your return is accepted, we’ll inform you on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please Note: that you need to email us, and do NOT use our online chat or customer service phone number for a return request. Due to our internal privacy policy, our representatives are not given access to a customer’s personal information and hence cannot answer your return related questions.

Please also note, that you are responsible for shipping the item back to us. For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

You can always contact us for any return question at support@thevalari.com. 

EXCHANGES

If you need to exchange the product, send an email to support@thevalari.com and explain your reason for the exchange. We will provide an exchange authorization and mailing information after we approve your request. 

MISSING OR DAMAGED PRODUCTS

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and provide a replacement. We will provide pre-paid shipping labels for damaged products if they need to be returned.

If your package is missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. If applicable, please check your mail room or front desk reception. You could also check with other members of your household and neighbors to see if they received the package on your behalf.

If the package is still not found, we will start a trace with USPS, and take the required follow-up steps. This process takes approximately 3-4 business days. 

REFUND

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Unless the product is damaged or defective we will not refund the cost of shipping.

LATE AND MISSING REFUNDS

If you haven't received your refund after 5-10 business days we recommend contacting your bank and/or credit card company. It may take some time before your refund is officially processed and posted. If you have done all of this and you still have not received your refund, please contact us at support@thevalari.com.