Return and refund policy

Return and Refund Policy

We want you to be completely satisfied with your purchase. For this reason, we offer a 14-day reflection period, during which you can return your entire order if you are not completely satisfied. If you decide to return an item, we will work with you to find the best solution, whether that is a full or partial refund, or a gift voucher.

Important:

  • To be eligible for a refund, partial refund, or gift voucher, an agreement must be reached between the parties within 14 days of receiving the order.
  • The item must be returned in its original condition: unused, unworn, with tags still attached, and in its original packaging. If the item has been used, please contact our customer service to discuss possible solutions, such as a partial refund or an alternative.

How to Request a Return:

  • If you wish to return your product, please contact us at info@creatines.com Once approved, we will send you a return label and detailed instructions on how to return the package.
  • Please note that returns without prior approval will not be accepted. Packages automatically sent as "return to sender" (e.g., if refused upon delivery or not collected from the collection point) will not be returned to our warehouse. These packages will be lost, and no refund will be provided in such cases.

Return Costs:

  • The shipping costs for the return are the responsibility of the customer.

Return Address:

  • Returns must be sent to our overseas warehouse. Detailed instructions will be provided once the return is approved.

Non-Returnable Items:

  • We cannot accept returns for the following items:
    • Underwear and lingerie
    • Personalized products
    • Modified or handmade products
  • If you have any questions about these exclusions, please contact our customer service.

Non-Returnable reason: Size issues. Following the size chart is mandatory.  

How to solve it if the product is the wrong size: contact customer service 

  1. Partial refund and keep the item for yourself. 
  2. Send it back to our warehouse. you are responsible for the shipping cost.  

Order Cancellations:

  • You can cancel your order within 6 hours of placing it. Our system automatically processes orders, and cancellations are only possible within this time limit. After this period, the order can no longer be canceled.

Refund Process:

  • If your return is accepted, you will receive an email notification. The refund will be processed and credited to your original payment method. Please note that it may take up to 14 days for the refund to appear in your account.

Damaged or Incorrect Items:

  • Please check your order immediately upon receipt. If the item is damaged, defective, or you have received the wrong product, please contact us as soon as possible so that we can resolve the issue. We will assess the situation and provide an appropriate solution, such as a replacement product, a refund, or a discount.

Delivery Delays:

  • We do not offer refunds for delivery delays, unless this has been personally agreed between the Valerio team and the customer.
  • However, our guarantee applies if the product is not received within 50 days of the order. We will do our best to identify the cause of the delay and find a solution. Note: in some cases, the customer may need to contact the local courier (e.g., Amazon Delivery) for privacy reasons.

Changes of Mind:

  • We do not offer refunds if the customer changes their mind about the order, as the warehouse processes the order as soon as it is received by the logistics system.

IMPORTANT NOTE

  • Our company is committed to providing accurate and detailed information about the products offered, including clear descriptions, technical specifications, and images. However, it is important to recognize that individual perception may vary from customer to customer. For this reason, we would like to clarify that personal expectations or subjective perceptions related to colors, texture, material, or aesthetic aspects of the products are not considered valid reasons for a return.
  • We recognize that each customer may have a unique perception when it comes to evaluating a product. However, differences in subjective perception cannot be considered defects or inaccuracies of the product. Furthermore, we would like to emphasize some important aspects:
    • a) Color Variation: Please note that the colors of the products shown on our site may differ slightly from the actual colors of the item. This color variation is not considered a defect or non-compliance. Therefore, it is not a valid basis for a return or refund, as such differences may depend on monitor settings or other technical factors.
    • b) Subjective Perception: Subjective perception or personal expectations are counterbalanced by the presence of specific information and size guides on the product pages. This information reflects as faithfully as possible the reality of the product itself. Therefore, personal expectations or subjective perceptions are not a valid basis for a refund.
  • We are committed to ensuring that product information is as accurate and transparent as possible to help our customers make informed decisions. If you have any questions or concerns about the products before purchasing, we encourage you to contact us for further clarification.

1. EXCHANGE

  • If the item received does not match the chosen size, you have the option to exchange the item for a larger/smaller size or for any other item on our site. You will get a new size for free is you provide proof of wrong size.
  • You must return the item you wish to replace no later than 14 days after receiving the package.
  • You will receive all instructions, including the address for returning the package, to your email address after contacting us.
  • The exchange will be shipped as soon as the package is received and inspected at our main warehouse.
  • Size exchanges are not allowed if the customer makes a mistake when ordering despite having viewed and measured using the appropriate size chart. Furthermore, size exchanges or returns/refunds are not allowed if the customer has not consulted the same size guide present on each page before purchasing.
  • Note: we do not offer returns or exchanges in case of delays. If you have any questions or concerns about our return policy, please contact our customer support team at contact@valeriobirmingham.com
  • The size of the items may differ by 1/3 centimeters from the statement on the size chart. Having taken note of this, the customer, by purchasing, accepts the following possibility.
  • By purchasing, you declare that you have taken into consideration the return policy, with consequent acceptance of the same.