Terms of service
Customer Service & After-Sales Support Policy
Valivelle is committed to providing clear, reliable support before, during, and after your purchase. Our customer service team is available to assist with product questions, order inquiries, delivery concerns, returns, and warranty support.
Customer Service Hours
Our online customer service team is available from 8:00 AM to 6:00 PM.
For assistance, please contact us at:
Messages received outside of customer service hours will be reviewed when support service resumes.
Pre-Purchase Support
Before placing an order, customers may contact us for assistance with:
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Product specifications and dimensions
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Material, finish, and lighting information
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Product availability
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International shipping availability
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Shipping estimates and freight options
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Questions about customized or made-to-order items
Customers are encouraged to review the product description, dimensions, installation requirements, and applicable policy pages before purchasing.
Order Support
For questions about an existing order, please email support@valivelle.com and include your order number.
Our team can assist with:
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Order-status inquiries
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Shipping and delivery questions
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Cancellation requests
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Address-related questions before dispatch
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International shipping coordination
Orders may be cancelled free of charge within 24 hours of purchase. Cancellation requests made after 24 hours, but before dispatch, are subject to a 5% cancellation fee. Orders cannot be cancelled after dispatch.
Delivery, Inspection, and Damage Support
Customers should inspect their order within 7 calendar days of delivery.
If an item arrives damaged, please contact support@valivelle.com within 10 calendar days of delivery. Please include your order number, a description of the issue, and clear photos or videos of the item and original packaging.
Our team will review the information and provide the appropriate next steps under the Return & Refund Policy.
Returns and Refunds
Return requests must be submitted within 30 calendar days of delivery.
Eligible fixtures must be uninstalled and returned in their original packaging with all original components and protective materials. Customized, made-to-order, or specially configured items are not eligible for return.
For returns requested for personal reasons, the customer is responsible for return shipping costs. For approved returns caused by shipping damage, Valivelle covers the applicable return shipping cost.
Please do not send an item back without contacting us first. Return instructions and the return address are provided after the request is reviewed.
Warranty, Repairs, and Replacement Parts
Eligible lighting fixtures are covered by Valivelle’s 2-Year Warranty from the date of delivery. Light bulbs are not covered.
For warranty claims, repairs, or replacement-part requests, please contact support@valivelle.com with your order number, a description of the issue, and clear photos or videos.
Our team will review the request and provide guidance regarding repair support or replacement parts, as appropriate.
Policy Consistency
This Customer Service & After-Sales Support Policy works together with our Shipping & Delivery Policy, Return & Refund Policy, Warranty Policy, Privacy Policy, and Terms of Service.
If there is a conflict between a general service statement and a specific policy page, the specific policy page applies.
This policy does not affect any consumer rights that cannot be excluded under applicable law.
Address: 202 N Cedar Ave, Suite #103, Owatonna, MN 55060, USA
Email: support@valivelle.com
Phone: +1 479-453-5111
Business Hours: 8:00 AM to 6:00 PM (Central Time)