1. How to Start a Return (Official Process)

All returns must be initiated through the official customer account system or by contacting our official support email.

• Log in using the same email used at checkout and open a return request from your customer account panel; or
• Email our support team to request assistance with initiating the return.

Returns shipped without authorization may be refused or may not qualify for refund or exchange.

2. Return Eligibility (Non-Custom Items Only)

Eligible non-customized items may be returned within 30 calendar days from delivery.

• Item must be unused and in original condition
• Original packaging, certificate, and included materials must be returned
• Return authorization must be obtained prior to shipping

3. Non-Returnable / Non-Refundable Items

The following items are not eligible for return or refund (except where required by applicable law):

• Customized or personalized jewelry
• Engraved, resized, or modified items
• Made-to-order items and custom projects once production begins
• Memorial products involving personal carbon contribution and laboratory processing once production begins
• Items already in production or completed as a custom build

4. Memorial & Personal Carbon Orders – Submission Deadline

For memorial orders, customers must submit the required personal carbon contribution within the timeframe shown on the order page or confirmed by email (typically 7–10 calendar days unless otherwise agreed in writing).

5. If Personal Carbon Is Not Submitted (Company-Controlled Refund Structure)

If the required personal carbon contribution is not submitted within the committed timeframe, the order may be placed on hold or processed for cancellation under the following staged refund structure.

Stage A – Before Production Allocation

If laboratory scheduling and production allocation have not started, a cancellation may be eligible for refund minus administrative and payment processing fees.

Stage B – After Allocation / Slot Reservation

If a laboratory slot reservation, scheduling, compliance processing, or preparation has begun, a Production Reservation Fee may be retained to cover allocated costs. The remaining amount may be refunded to the original payment method.

Stage C – After Custom Preparation Begins

If custom preparation has started (such as mount preparation for jewelry orders, custom component production, or related irreversible steps), refunds may be partial based on documented costs already incurred.

No automatic product substitution is performed without explicit written customer consent.

6. Refund Processing

Approved refunds are issued to the original payment method within 1–5 business days after approval and/or return inspection (where applicable).

• Shipping fees are non-refundable unless required by applicable law.
• Payment processing fees may be non-refundable where imposed by the payment processor.

7. Return Shipping Responsibility

• Return shipping costs are the responsibility of the customer unless otherwise required by law.
• Trackable and insured shipping is strongly recommended for high-value items.
• We are not responsible for lost or damaged return shipments sent by the customer.

8. Damaged or Incorrect Items

If you receive a damaged or incorrect item, you must notify us within 48 hours of delivery.

• Clear photos/video may be required for verification.
• Continuous unboxing video may be requested for damage claims.

9. Chargebacks & Fraud Prevention

We reserve the right to submit order records, written confirmations, production allocation status, and delivery confirmation to payment providers in the event of disputes or chargebacks.

10. Contact

For returns, refunds, or cancellations:

All purchases are contracted with Valhaalla. Operational support may be provided by authorized facilities under contractual safeguards.