At Valerian Escape, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we offer a clear and straightforward process for returns and refunds. Please read our policy carefully to understand your rights and the procedures for returning items or requesting a refund.
1. Return Eligibility
We accept returns on items purchased from Valerian Escape within 14 days from the date of delivery. To be eligible for a return, the item must be unused, in the same condition as you received it, and in the original packaging. The item should also be free from any damage or alterations.
2. Non-returnable Items
Certain items cannot be returned, including but not limited to:
- Opened or used items.
- Products that are not in their original condition.
- Customized or personalized items.
3. How to Return an Item
To initiate a return, please contact our customer service team within 14 days of receiving your order at [email protected]. Provide your order number, the item(s) you wish to return, and the reason for the return. Once your return request is approved, we will provide you with a return authorization and shipping instructions.
4. Return Shipping Costs
Unless the item was defective or damaged, customers are responsible for the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item.
5. Refunds
Once we receive the returned item and confirm it meets our return criteria, we will process your refund. Refunds will be issued to the original payment method, and you will receive a confirmation email. Please note that refunds may take 7-10 business days to reflect in your account, depending on your payment provider.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] within 48 hours of receiving your order. We will arrange for a return or exchange and cover the return shipping costs. If a refund is preferred, it will be processed once the returned item is received and verified as defective.
7. Exchanges
We currently do not offer exchanges. If you would like a different item, please return the original item and place a new order on our website.
8. Late Returns
Returns made after 14 days from the delivery date will not be accepted. We reserve the right to refuse any returns that do not meet the requirements outlined in this policy.
9. Contact Us
For any questions or concerns regarding your return or refund, please reach out to us at [email protected]. Our customer support team is available to assist you and ensure your satisfaction.