At Valenzowatches, we want our customers to shop with confidence, knowing that if something goes wrong, the process for returns and refunds is clearly defined. This policy explains in detail the conditions under which returns are accepted, how refunds are processed, and the responsibilities of both the customer and Valenzowatches.
Return Window:
Customers have up to 30 calendar days from the date of delivery to request a return.
Requests made after this period will not be eligible.
Return Process:
1. Contact Us
Customers must contact us within 24–48 hours of receiving the item if they wish to initiate a return.
Clear images of the item must be provided to confirm eligibility (e.g., defects, damages, wrong product).
2. Return Label
A prepaid return label is customer’s responsibility.
3. Return Approval
Once the return request is approved, the customer should package the item securely and ship it back using the provided label.
4. Processing Time:
Returns are inspected once received.
Refunds are processed within 7 business days of Valenzowatches receiving the returned package.
Return Shipping Costs:
- If the issue is Valenzowatches’ responsibility (e.g., defective product, wrong item shipped, item damaged during transit before reaching customer), Valenzowatches will cover the cost of return shipping.
- If the issue is the customer’s responsibility (e.g., change of mind, incorrect order placed, damage caused after delivery), the return shipping cost of $30 will be deducted from the refund.
Refund Method:
- Refunds are issued back to the original payment method used at checkout.
- Depending on the bank or payment provider, it may take additional time for the funds to appear in the customer’s account.
Non-Returnable Situations:
The following returns will not be accepted:
- Items returned without original packaging or accessories.
- Items damaged due to misuse, mishandling, or accidents after delivery.
- Items returned after the 30-day window.
- Items returned without prior contact and approval.
Exchanges:
Valenzowatches does not accept product exchanges. Customers who wish to receive a different item should return the original product (if eligible) and place a new order separately.
Condition of Returned Items:
- Item broken/damaged upon delivery by Valenzowatches’ courier: Eligible for return, Valenzowatches covers shipping.
- Item returned broken/damaged due to customer handling: Not eligible for return or refund.
- Change of mind returns: Accepted within 30 days, but return shipping cost will be deducted.
Customer Responsibility:
Customers are expected to:
- Contact Valenzowatches within the 24–48 hour reporting window with clear evidence (images).
- Ensure that the item is securely packaged when returning it.
- Use the provided return label for tracking and proof of shipment.
Valenzowatches’ Responsibility:
Valenzowatches is committed to:
- Providing clear instructions for returns.
- Covering shipping costs where the fault lies with us.
- Processing returns fairly and issuing refunds within the promised timeline.
- Keeping customers updated throughout the process.
Questions About Returns:
If you are unsure about your eligibility for a return or need assistance with the process, please contact our support team during business hours.
Business Information:
Business Name: Valenzowatches
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT-05:00)
Business Email: info@valenzowatches.shop
Business Address: 4018 Teal Fern Ct, Houston, TX 77059, USA