Refund policy

Return & Refund Policy

EU Right of Withdrawal

If you are an EU consumer, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. This withdrawal period includes weekends and public holidays. To exercise this right, please submit your request via your customer account at https://account.valveartisan.com

Once you notify us of your withdrawal, you must return the goods within 14 days. We will refund the original purchase price plus standard outbound shipping costs within 14 days of receiving your return or proof of shipment (whichever is earlier), using your original payment method. Return shipping costs are your responsibility unless the item is defective or incorrect.

Exemptions: The right of withdrawal does not apply to custom-made or personalized items, sealed goods that are not suitable for return due to health or hygiene reasons if unsealed after delivery, or other categories under Article 16 of Directive 2011/83/EU.

Standard Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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 will also need the receipt or proof of purchase.

How to Start a Return

To start a return, contact us at gao65645616@gmail.com or submit a request via your account at https://account.valveartisan.com

Items sent back without first requesting a return will not be accepted.

Return Shipping Costs

For orders under $30 USD, we offer a direct refund without requiring the item to be returned. For orders over $30 USD, the buyer is responsible for return shipping costs. If the return is due to our error (damaged or wrong item), we will cover all return shipping costs.

Damages and Issues

Please inspect your order upon reception and contact us immediately at gao65645616@gmail.com if the item is defective, damaged, or incorrect, so we can resolve the issue within 7 days.

Refunds

We will notify you once we have received and inspected your return. If approved, you will be automatically refunded to your original payment method within 5-10 business days.

Contact

For any return questions, please contact us at gao65645616@gmail.com or call +86 13810560005.