Return and Refund Policy

Valorellix establishes this clear policy regarding returns and refunds for our decorative products within the Hong Kong Special Administrative Region. We want every shopper to understand our protocols completely before finalizing a purchase. Our guidelines adhere strictly to the Consumer Goods Safety Ordinance (Chapter 456) and the Sale of Goods Ordinance (Chapter 26) of Hong Kong, ensuring full statutory alignment and protecting consumer choices.

To comply fully with Google Ads merchant policies, we maintain complete transparency regarding our timelines, logistics costs, and step-by-step procedures. Our portal enforces an honest layout without hidden fees or ambiguous conditions, ensuring shoppers have an authentic overview of their purchasing conditions.

Our company takes pride in maintaining clear communication channels with every local customer to prevent misunderstandings during the entire exchange cycle. Every decorative piece undergoes processing with detailed attention to transactional safety and clarity under local ordinance requirements. This approach ensures understanding of buyer options from initial checkout down to eventual delivery milestones across the region.

Geographic Constraints and Eligibility Windows

This platform operates under strict local boundary rules. We do not extend our retail operations or logistical capabilities beyond our designated territory.

• Territorial Scope: Our returns network functions exclusively within Hong Kong. We cannot process physical product returns or collections from overseas addresses or locations outside this boundary.
• Thirty-Day Timeline: Shoppers possess exactly 30 calendar days from the date of package handoff to initiate a return process. If this timeline expires, the transaction reaches finality, and our platform cannot accept return requests.

Qualification Criteria and Conditions

We maintain explicit rules regarding what situations qualify for compensation or replacements.

• Acceptable Return Situations: We accept item returns strictly under two specific circumstances: if the decorative product arrives with physical damage or if the package contains an incorrect item.
• Exclusion for Change of Mind: We do not offer returns, product exchanges, or refund adjustments if a buyer changes their mind or experiences buyer remorse after delivery. We urge all visitors to confirm their aesthetic selections before submitting an order.

Step-by-Step Return Process

When a package qualifies for adjustments return, our team initiates a coordinated retrieval process.

1. Submission: Email our administrative desk at decor@valorellix.com within the 30-day window. Include details regarding the error or the physical damage.

2. Scheduling Collection: Our support team coordinates a complimentary courier collection directly from your Hong Kong address. This pickup service involves no logistical charges or extra out-of-pocket costs.

3. Warehouse Arrival: The courier transports the decorative item back to our local hub for processing.

Arrival Assessment Protocol

When the returned item arrives back at our warehouse center, it enters a structured evaluation pipeline.

• Inspection Window: Our operations team utilizes a 24-hour window to evaluate the physical state and condition of the item.
• Resolution Path: If the product shows qualifying defects, we organize a complete replacement item. If the specific item is completely out of stock or the damage cannot be resolved, we initiate a full refund.

Restitution and Banking Transfers

Because our operations run on an exclusive Cash on Delivery structure, our system holds no historic digital payment credentials or electronic records for your account.

• Information Collection: Our team will reach out via email to request your local bank account details.
• Transfer Method: We issue all passed refunds via direct electronic bank transfers to the account you supply.
• Processing Deadlines: Once we execute the bank transfer, the funds require up to seven business days to appear inside your account. This duration depends on your individual banking provider.
• No Fees: We apply zero restocking fees and zero handling penalties during this entire workflow.

Help Desk and Support Hours

Our operational team remains available to manage your requests and answer policy inquiries.

• Live Hours: Our support services stay active from 9:00 AM until 5:00 PM Hong Kong Time, Monday through Friday .
• Closed Periods: Our administrative team does not handle inquiries or process warehouse pickups during Saturdays, Sundays, or statutory public holidays within Hong Kong.
• Contact Information: For any questions regarding your package state, please message our office at decor@valorellix.com .