Refunds & Disputes

Valerie connects independent merchants with buyers. We do not hold inventory, ship goods, or hold buyer funds. Each merchant sets return, shipping, and cancellation policies (shown on their store). Valerie provides order records and dispute-support tools; refunds and returns are primarily between buyer and merchant, with payment reversals processed through Wavy or agreed bank-transfer procedures where applicable.

• Review the merchant's returns, shipping, and cancellation policies.
• Check listing condition, photos, and size details carefully.
• Understand that delivery is arranged by the merchant — not by Valerie.
• Keep your order receipt ID and payment confirmation.

Buyers may cancel within the merchant's stated cancellation window (often before shipment). Contact the merchant via order details or WhatsApp if listed. Once the merchant has shipped or fulfilled, cancellation may not be possible — a return may be required under the merchant's policy.

• Eligibility for returns is defined by the merchant's policy and applicable law.
• Merchants should respond to return requests within a reasonable time (we encourage within 48 hours).
• Approved refunds are typically issued via the original payment method through Wavy, or by merchant bank reversal for verified bank-transfer orders — Valerie does not store customer money to pay refunds from its own accounts.
• Valerie may assist with evidence review but cannot force a merchant to accept a return outside their policy or law.

1. Contact the merchant first with photos and a clear description of the issue.
2. If unresolved within 5 business days, email support with your receipt ID and evidence.
3. Valerie may review transaction logs, policies, and communications.
4. Outcomes may include encouraging a merchant refund, account action for policy breaches, or closure if the merchant policy was clear and followed.

• Change-of-mind after the merchant's stated return window.
• Items marked final sale or accurately described as used/worn.
• Fraudulent chargeback attempts or false claims.

Initiating a bank chargeback without contacting the merchant or Valerie may result in account suspension. We cooperate with payment partners on legitimate fraud claims. Chargebacks do not replace the merchant's primary responsibility to fulfil orders and handle returns.