Refund policy

Thank you for shopping with Valeva. We strive to deliver exceptional quality and satisfaction. However, we understand that occasionally a product may need to be returned or exchanged. This policy outlines our detailed procedures and terms for returns and refunds.

Eligibility for Returns

General Conditions:

  • Products must be returned within 30 calendar days from the date of delivery as recorded by our shipping carrier.

  • Products must be unopened, unused, unaltered, and in pristine resaleable condition, identical to how they were received.

  • Products must be returned with their original packaging, including any original accessories, promotional items, documentation, and tags.

Non-Eligible Returns:

  • Opened, partially used, or fully used cosmetic products, for reasons of hygiene, health, and safety.

  • Items damaged due to customer negligence, misuse, improper storage, mishandling, or accidental damage after delivery.

  • Items returned after the 30-day eligibility period.

Initiating a Return

To initiate a valid return request, please follow these explicit steps:

  1. Contact our customer support at Support@valeva.shop clearly stating your order number, reason for return, and details of the product.

  2. Our customer support will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.

  3. Clearly write the provided RMA number on the outside of your return package. Returns without an RMA number clearly marked will not be processed.

Return Shipping

  • Customers bear responsibility for return shipping and related costs unless the received product is incorrect, damaged, or defective.

  • It is strongly recommended to utilize a reliable, trackable shipping service or acquire shipping insurance. Valeva explicitly disclaims liability for any returns lost, damaged, or not received during transit.

Processing Returns and Refunds

Upon receipt and inspection of your returned item:

  • A confirmation email will be sent to notify you that the return has been received and is under evaluation.

  • Approved refunds will be processed within 7-10 business days and issued via the original payment method, or store credit, up to the customer preference.

  • Refund amounts will not include the original shipping and handling charges unless the product delivered was demonstrably incorrect or defective due to Valeva's error.

Exchanges

Exchanges will be honored exclusively under conditions where items received were defective, damaged, or incorrect:

  • Contact us within 7 calendar days of receiving the product.

  • Provide video evidence clearly demonstrating the issue.

  • Upon successful verification, Valeva will arrange for an exchange of the identical item without additional cost.

Subscription Orders

  • Subscription cancellations or changes must be executed prior to shipment processing. Valeva provides two email notifications in advance of each subscription renewal.

  • Should cancellation not be made before renewal and an order is dispatched, please contact customer support immediately. Such orders may be eligible for returns under the general conditions stated herein.

Special Promotions and Return Windows

Occasionally, Valeva may run special promotions or limited-time offers that have unique extra beneficiary return conditions or altered return windows. These conditions will be clearly stated in the product description or promotional materials. If you have any questions or uncertainties regarding a specific promotion's return terms, please contact our customer support team at Support@valeva.us.

Exceptions and Special Circumstances

Valeva reserves explicit rights, at our sole discretion, to:

  • Deny returns not fully complying with our stated policies and procedures.

  • Restrict, refuse, or revoke refunds and exchanges if fraudulent, abusive, or exploitative behavior is detected.

  • Amend or revise this Return and Refund Policy at any time. All updates and modifications will be communicated clearly through updates on our official website.

Damaged or Lost Shipments

  • For shipments that arrive damaged, contact customer support within 48 hours of delivery, providing video documentation of the damage.

  • In cases of lost shipments, promptly notify customer support to initiate a claim with the shipping carrier. Valeva will not be held liable for lost shipments if notification is not provided within a reasonable timeframe (typically within 30 days of shipping).

Limitation of Liability

Valeva's liability under any circumstances shall be strictly limited to the original purchase price of the product. Valeva shall not be responsible or liable for indirect, incidental, punitive, consequential, or special damages or losses.

Governing Law and Jurisdiction

This policy and any disputes arising from it are governed exclusively by the laws of the State of New Jersey, United States, without regard to its conflict of law principles.

Customer Service

For further clarification or assistance regarding this policy, please contact:

Thank you for your cooperation and understanding.

Valeva Team