Refunds and Returns Policy

Refund and Return Policy

Effective Date: 26/01/2025

At Valko Merchandise Ltd, we are committed to providing a transparent and fair refund and return process. Please review our policy below to understand your rights and responsibilities.

General Policy

Due to the nature of our products being manufactured on demand, refunds or returns are not offered for errors caused by the customer. However, we will gladly address claims for damaged, misprinted, or defective items. To qualify, you must notify us of the defect within 4 weeks of receiving the product.

Timeframes for Refunds and Returns

  1. Damaged, Misprinted, or Defective Items: Claims must be submitted within 4 weeks of product delivery.
  2. Lost in Transit: Claims for packages lost in transit must be submitted within 4 weeks of the estimated delivery date.

If we determine the issue is due to an error on our part, we will cover the cost of replacement or refund, including shipping fees.

Incorrect or Unclaimed Deliveries

  1. Wrong Address:

    • If the item is undeliverable due to an incorrect address provided by the customer, the package will be returned to us.
    • We can arrange reshipment, but the customer is responsible for the additional shipping costs.
    • Please double-check your shipping address before confirming your order.

  2. Unclaimed Packages:

    • If a package is returned to us as unclaimed, we can arrange reshipment at your expense.

Non-Refundable and Non-Returnable Items

Because our products are manufactured on demand to your specifications, we cannot offer refunds or returns for the following reasons:

  • Buyer’s remorse
  • Incorrect sizing
  • Accidental purchases
  • Opened sealed products (e.g., face masks)

This policy does not infringe on your rights under the EU right of withdrawal, as explained below.

EU Right of Withdrawal

Under Directive 2011/83/EU, the right of withdrawal does not apply to:

  1. Goods made to the consumer’s specifications or clearly personalized.
  2. Sealed goods that are unsealed after delivery and are unsuitable for return due to health or hygiene reasons.

Cancellations

  • Orders can be canceled only if they have not entered the manufacturing stage.
  • To request a cancellation, contact us promptly at [email protected] or via our official Discord channel.
  • Not all team members have authority to cancel orders; your request may need to be relayed to authorized personnel.

Once manufacturing has begun, cancellations are not possible due to third-party supplier commitments.

Important Notes

  • Valko Merchandise Ltd reserves the right to refuse returns or refunds at its sole discretion.
  • This policy shall be governed and interpreted in accordance with the English language, regardless of translations.

How to Contact Us

For questions, concerns, or to submit a claim, please reach out to:
Email: [email protected]