Return & Refund

 

Given the strictly made-to-order nature of Valenciani creations, we do not accept returns or offer direct refunds for change of mind. Returns and refunds are strictly restricted to cases involving manufacturing defects or incorrect item fulfillment.

Mandatory Evidence Requirement: To qualify for a review, the customer must provide definitive proof consisting of an uninterrupted unboxing video along with high-resolution photographs showcasing the alleged defect or error.

Eligible Scenarios for Return & Refund:

  • You received the incorrect item (e.g., incorrect sizing compared to the ordered size, style variance, or incorrect color).
  • The item arrived broken, faulty, or visibly damaged due to manufacturing errors upon initial delivery.

How to File a Request: To initiate a return or refund request, please send an email to our customer care team with the following required information:

  • Your Order Number
  • Valid Proof of Purchase (e.g., invoice, receipt, or email confirmation)
  • An uninterrupted unboxing video and clear photographs of the products in their current condition
  • Your complete delivery address
  • Your contact phone number

Strict Eligibility Requirements:

  1. Filing Window: A formal return request must be filed within 7 calendar days from the documented date of delivery.
  2. Original Packaging: Items must be returned in their original packaging, including all accompanied accessories, garment tags, labels, manuals, and documentation.
  3. Product Condition: Items must be completely unused, unwashed, and in the exact pristine condition in which they were received. We do not accept items that have been impaired, stained, scratched, altered, or damaged by customer mishandling (including broken seals or disassembled components).
  4. Third-Party Alterations: The item must not be damaged, personalized, altered, or engraved by any third-party tailoring or repair service.

Inspection, Reimbursement, and Refund Process: Upon receiving your request, Valenciani will inspect each individual case thoroughly. We reserve the absolute right to accept or decline a return request based on the evidence provided and the physical condition of the returned item.

The original shipping fee paid at checkout is non-refundable. For approved return requests, customers are requested to temporarily cover the return shipping costs. Upon safely receiving the item, Valenciani will fully reimburse this return shipping amount in the form of a Valenciani Store Credit Voucher (valued at your exact return shipping cost) valid for your next purchase.

Approved direct refunds (where applicable) will take up to 14 business days to reflect on your original bank account or credit card statement, calculated from the date the returned item successfully clears Vietnam’s Customs.