Return and Refund Policy

At www.excelvalley.eu, we are committed to provide our customers with the best possible service. If you are not completely satisfied with your purchase, you may be eligible to return the item for a refund or exchange.

Returns

Returns are accepted within 14 days of purchase.

To be eligible for a return:

  • your item must be unused and in the same condition which you have received it
  • it must be in the original packaging

Some items are non-refundable and non-exchangeable. These include:

  • Custom made products
  • Gift cards

To complete your return, we require a proof of purchase.

Exchanges

We only replace items if they are defective or damaged. In circumstances where you consider that a product is defective or damaged, you should promptly contact us at info@excelvalley.eu with details of the product and the defect.

Shipping returns

To return your product, you will have to ship it back to Belgium. The return address will be provided with your RMA number.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

The item should be returned with a trackable shipping service. To be able to process your return faster, please provide us with the tracking information.

Refunds

Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a refund. If you are entitled to a refund, we will refund your purchase price and a credit will automatically be applied to your original method of payment.

There are certain situations where only partial, or no refunds are granted:

  • Any item with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 14 calendar days after delivery

Please note original delivery fees cover the cost of the service and can’t be refunded.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Return procedure

  1. You should contact us within 14 working days of purchase to inform us
  2. Provide us with the sales order number and the last name of the original purchaser
  3. Provide pictures of:
    1. the shipping label on the box
    2. all sides of the box
    3. any damage to the box
    4. any damage to the item
    5. any footsteps on the box
  4. A Return Merchandise Authorization (RMA) number will be provided
  5. The RMA number has to be written on the box which you are sending back to us
  6. Provide a copy of proof of purchase inside the box
  7. Your product will have to be shipped back to Belgium with a trackable shipping service. The return address will be provided with your RMA number. To be able to process your return faster, please provide us with the tracking information.

Need help?

If you have additional questions, feel free to contact us at info@excelvalley.eu.