Refund policy
Refund & Returns Policy
1. How to Reach Us
Store Name: Valunno
Address: 1209 Mountain Road Pl NE, Albuquerque, NM 87110, United States
Email: hellovalunno@gmail.com
Phone (EU Zone): +34 642 664 344
Customer Service Hours: Monday–Friday 12:00 PM–6:00 PM (CET) / Saturday–Sunday 12:00 PM–3:00 PM (CET)
We respond within 24 business hours on working days.
2. Where We're Based and Where Returns Go
Valunno is a US-based company. Our products ship through fulfillment partners, so the shipping origin may differ from our registered business address above, and approved returns may be directed to a different, region-specific facility. Since we ship to customers in the UK and across Europe, we'll always assign the closest available return location for your order so that shipping stays as fast and affordable as possible on your end. The correct return address will be confirmed once your Return Authorization has been approved, so please don't send anything back to the address above unless our team specifically directs you to.
3. Return Window
You have 30 days from the date of delivery to request a return. To qualify, the item must be unused, undamaged, in its original packaging, and accompanied by your order number or receipt. Requests made after the 30 day mark typically won't be eligible for a refund.
4. Requesting a Return
Email hellovalunno@gmail.com with your order number and the reason for your return. We usually respond within 24 business hours. Once approved, you'll receive return instructions along with a return authorization. The item needs to be shipped back within 7 days of that approval, and returns sent without prior authorization may not be accepted.
5. Who Pays for Return Shipping
If your item arrives damaged, defective, or isn't what you ordered, contact us within 48 hours of delivery with photos showing the issue. Once we've reviewed it, we'll send a replacement or a full refund at no cost to you. If you'd simply like to send something back because you changed your mind or ordered the wrong item, that's fine too, but return shipping will be at your own expense, and we ask that you ship with tracking.
6. How Refunds Are Processed
Once we've received and inspected your return, we'll send you a confirmation email. Refunds are issued within 7 business days of that inspection, back to your original payment method. Depending on your bank or card provider, it may take a bit longer to actually appear in your account.
7. Exchanges
Want to exchange an item instead of returning it? Just reach out to our team. Once your return is approved, you can place a new order for the replacement item. The same eligibility rules that apply to returns apply to exchanges.
8. Cancelling an Order
You can cancel your order any time before it ships for a full refund. If it's already shipped, you'll need to wait until it arrives and then follow the standard return process. To cancel, email hellovalunno@gmail.com.
9. What Can't Be Returned
A few items are excluded from returns: custom or personalized products, and hygiene items that have been opened or used.
10. Your Consumer Rights
Nothing in this policy affects your rights under applicable consumer protection law. Customers in the UK are protected under the Consumer Rights Act 2015. Customers in the EU have additional statutory rights regarding faulty or misdescribed goods under EU consumer protection law.