Refund policy
Made-to-Order Products
All Valisen products are made to order once you place your purchase. Because each item is produced specifically for you — including any personalization such as names, dates, numbers, initials, or uploaded photographs — we are unable to offer returns or exchanges if you ordered the wrong size, color, or simply change your mind. Please double-check all personalization details (spelling, dates, and uploaded images) before completing your order, as items are produced exactly as submitted.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or was produced incorrectly due to an error on our part, you're entitled to a free replacement or a refund. To request one:
- Contact us at support@valisen.com within 30 days of delivery.
- Include your order number, a description of the issue, and a clear photo of the item you received.
- If the issue affects multiple items from the same design, please include one photo or video showing all affected items together.
There's no need to return the damaged item to us. Once reviewed, we'll arrange a free reprint or issue a refund.
Note on print placement: for printed items, minor variations in print placement (within about half an inch) are normal in production and are not considered a defect.
Note on personalization errors: if an item is produced correctly according to the personalization details you submitted, but those details contained an error on your end (e.g. a misspelled name, incorrect date, or wrong photo), the item is not eligible for a free replacement or refund — though we're glad to help arrange a discounted reorder.
Claims submitted more than 30 days after delivery may not be eligible for a remedy.