We want to keep the refund and return policy completely transparent for our buyers.
Unfortunately due to the nature of the items being manufactured on demand, we do not offer refunds or returns for anything that is the fault of the customer. Damaged, Misprinted or Defective items can be returned/refunded, however, you must notify us of the defect/damage/misprint within 4 weeks of receiving the product. Cancellations are only available prior to the start of the manufacture process, please refer to the cancellations section below for more detail.
Timeframes for Refunds
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If the item failed to deliver due to an error with the delivery address, it will be returned to us. We can offer a reshipment but please be aware that you must cover reshipment costs. Always double check your shipping address prior to confirming the order.
Similar to the above, if the item is unclaimed, it will be returned to us. We can arrange reshipment but please be aware that you must cover the reshipment costs.
Returns / Refunds
All of our products are manufactured on demand to your specifications, therefore we unfortunately cannot offer a refund if the fault lies with the customer. These reasons include but are not limited to:
- Buyers Remorse
- Incorrect Sizing
- Accidental Purchasing
- Opening of a Sealed Product (e.g. Facemasks)
This does not infringe on the EU right of withdrawal.
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. The supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. Sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons
We may offer the ability to cancel an order if it has not yet hit the manufacturing stage. To do so, please contact support via firstname.lastname@example.org or alternatively, please message a member of the team on the official discord. After this point, we are unfortunately unable to offer cancellations as manufacturing is done by third party suppliers who have allocated time and materials for your product.
Please be aware, not all of the Valko Games Team have access to cancel orders and so they may not be able to offer the cancellation, only relay to a team member with authority.
Valko Merchandise Ltd reserves the rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.