Refund policy

Cancel your order
If you wish to cancel your order then you need to contact us at support@valcen.com as soon as possible. If the order has already been shipped out, then it's too late to cancel your order - You can contact us for return instructions when the order has arrived.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase was delivered, unfortunately, we can’t offer you a refund or exchange. If you wish to return your order then you can contact us at support@valcen.com. The customer has to pay for shipping. The customer has to return the product within 30 days after having received the return instructions - if the product has been returned a lot later than this original timeline, then we may only offer a partial or no refund, depending on the quality of the returned product.

Damaged item upon Delivery
If you have received a damaged item, then you have to send us an email within 30 days of receiving the products at support@valcen.com with pictures of the damaged items, then return the damaged item to us (return instructions will be provided within the replied email). Upon the receipt of the damaged item, we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item.

Lost or Stolen Packages
Valcen is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Valcen will confirm the delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.

Non-Delivery Due to Incomplete Address Information
Please be advised that it is the customer's responsibility to ensure that a complete and accurate shipping address is provided at the time of order placement. In instances where an order cannot be delivered due to the provision of an incomplete or insufficient address (e.g., missing apartment number), and as a result, the package is disposed of by the courier service, the customer will not be eligible for a refund. We urge all customers to carefully review their shipping details for accuracy before confirming their orders to prevent such occurrences and ensure a smooth delivery process.