Return and Refund Policy

Please read the following policy carefully before placing an order.

Order Placement and Cancellations

• No Cancellations or Change of Mind: Once an order is placed, cancellations and refunds are not supported for any orders except preorders. We do not accept returns or cancellations for change of mind. Please make sure you are certain before finalizing your purchase.

Responsibility for Deliveries and Package Conditions

• Package Redirection and Delivered Status: We are not responsible for lost packages if customers redirect deliveries on their own or for any loss after the shipment status shows 'delivered', 'left at a safe place', 'awaiting collection from parcel locker', 'awaiting collection from post office', or 'incorrect address.'
• Packaging Damage During Shipping: We ensure that products are in good condition before shipping (unless otherwise stated as display items or damaged box items), but damages to packaging or boxes caused by the carrier are outside of our control. We are not responsible for any claims related to such damages; customers should file claims with the carrier.
• Lost Packages Due to Carrier: If a package is lost during transit due to carrier issues, we will either offer a free replacement shipment or a full refund. However, if the package is delivered to the wrong address due to a carrier mistake, we are not responsible for this error.

Manufacturer Defects and Product Issues

• Product and Manufacturer Defects: While we check all products before shipping, occasionally manufacturer defects or internal issues (such as foreign objects inside products) may occur. We are not responsible for defects within a doll/figurine’s packaging. If you discover such an issue, please notify us within three days of receiving the product and provide detailed evidence. We will assist in contacting the manufacturer for further resolution.

Customer Agreement

By placing an order, you confirm that you have read and agreed to the following terms:

1. No Guarantee on Manufacturer Imperfections: We do not guarantee that products will be free from manufacturer imperfections or that packaging will remain undamaged during shipping.
2. No Price Guarantee: Prices may fluctuate daily due to demand and supply. We will do our best to ensure prices do not fluctuate significantly, but please confirm the price before completing payment, as price changes will not be honored.
3. Returns for Mistakes Only: We will only accept returns if a mistake was made on our part (e.g., wrong item received). The product’s outer packaging must not be opened. We will provide a return shipping label. Once we receive the product and confirm it is undamaged, we will offer either a free replacement or a full refund.

Refund Request Deadline

All refund requests must be made within 3 days of receiving the order. This is the critical period for determining responsibility. Unfortunately, after this time frame, it becomes difficult for us to assess where the responsibility for any issues lies.

Return Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Starting a Return

To start a return, please contact us at info@valorhype.com.au. Returns must be sent to the following address:
VALORHYPE, 19 Captain Cook Crescent, Griffith ACT 2603, Australia
If your return is accepted, we will send you a return shipping label, along with instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.

You can always contact us for any return questions at info@valorhype.com.au.

Exchanges

We do not support any form of exchanges. If you have any questions about the product (e.g., size, set, etc.), please consult us before placing your order. We will provide you with detailed and professional answers.

Refund Policy for Forced Returns

In cases of forced returns (e.g., refused delivery, unclaimed packages returned to us), we will contact the customer to arrange a second shipment. The customer will be responsible for any additional shipping fees. If the customer insists on a refund, we will deduct the shipping cost and a 20% restocking fee from the refund amount.

Address Change

If you realize there is an error in the shipping address, please contact us immediately by phone. If the order has not yet been shipped, we will update the address for you.

Refund Process

If your refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@valorhype.com.au.