退款政策

At Valon Official, your complete satisfaction is our highest priority. We take immense pride in the quality of our craftsmanship and want you to feel entirely confident in your purchase. If you are not completely satisfied with your order, we are here to help you resolve it quickly and seamlessly.

Please review our comprehensive policy below regarding returns, refunds, and exchanges.

1. Returns

When a Customer Receives the Wrong Product

If we have made an error and shipped you an incorrect item, please accept our sincere apologies.

  • Our Remedy: We will immediately arrange for the correct product to be shipped to you at zero additional cost.

  • Return Shipping: We will provide you with a prepaid return shipping label to send the incorrect item back to us.

When a Customer Changes Their Mind (Buyer’s Remorse)

We want you to love what you wear. If you simply change your mind about a purchase, you are welcome to return it under the following conditions:

  • Timeframe: You must contact us to initiate a return within 30 days of receiving your package.

  • Return Shipping Fees: For change-of-mind returns, the customer is responsible for covering the return shipping costs. We highly recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Strict Conditions for Returns

To be eligible for a return and full refund, your item must meet the following criteria:

  • The item must be unused, unworn, and in the same pristine condition that you received it.

  • It must have all original security tags, labels, and protective packaging completely intact.

  • It must be returned in its original Valon Official jewelry box and pouch, along with any certificates of authenticity provided.

  • Items showing signs of wear, alternation, resizing, or damage will not be accepted for a return.

Non-Returnable & Final Sale Items

Please note that certain types of items cannot be returned or refunded:

  • Customized or Personalized Orders: Any jewelry that has been custom-made, engraved, or resized specifically at your request cannot be returned.

  • Pierced Earrings: For strict hygiene and safety reasons, we cannot accept returns or exchanges on pierced earrings once their original sealed packaging has been opened.

2. Refunds

If the Product Arrives Damaged

We meticulously inspect and securely package every single order before it leaves our facility. However, if your product is damaged during transit, we will make it right immediately.

  • What to Do: Please contact our support team within 48 hours of delivery. You must provide clear photographs of the damaged item and the shipping packaging.

  • Our Remedy: Upon verifying the damage, you can choose to receive a 100% full refund (including original shipping costs) or a brand-new replacement shipped via expedited delivery.

If the Package is Lost

We track every package until it safely arrives at your doorstep.

  • If your tracking status stops updating for an extended period, or if the estimated delivery date has passed significantly, please notify us.

  • Our Remedy: We will open an official investigation with the courier carrier. If the carrier officially confirms that your package is lost in transit, we will issue a 100% full refund or immediately dispatch a brand-new replacement shipment to you.

  • Note: We cannot be held responsible for packages marked as successfully "Delivered" by the carrier to the correct address provided at checkout.

Processing Your Refund

Once your returned item is received at our warehouse and inspected by our quality assurance team, we will send you an email notifying you of the approval or rejection of your refund.

  • If approved, your refund will be processed immediately.

  • The funds will automatically be applied to your original method of payment (such as your Credit Card or PayPal account) within 5 to 10 business days, depending on your financial institution's processing times.

3. Exchanges

If you wish to exchange a purchased item—such as requesting a different ring size or choosing a different design—we are happy to assist you.

  • Eligibility: Exchange requests must be submitted within 30 days of delivery, and the original item must strictly meet all the standard return conditions (unworn, original tags attached, original packaging).

  • Process:

    1. Contact our customer care team to secure your replacement item and receive exchange instructions.

    2. Send back your original item.

    3. Once we receive and verify the condition of the original item, we will ship out your new requested item.

  • Costs: The customer is responsible for the return shipping costs of the original item. Valon Official will cover the shipping costs of sending the new exchanged item back out to you.