Refund policy

Refunds, Exchanges, & Cancellations
Due to hygiene and the nature of one-of-a-kind products offered for sale, Valley + Vetiver does not accept returns, exchanges, or cancellations. All sales are final. Please read the description of the item(s) you wish to purchase before checkout. Valley + Vetiver is not responsible for buyers who do not read the product descriptions, terms of service, or shop policies before purchasing.

Price Adjustments
On occasion, item prices will be reduced if they do not sell within a given timeframe. If you purchased an item at full price which was recently reduced to a sale price, a one-time price adjustment can be made within 14 days of the original purchase date. Does not apply to 24-hour flash sales. One price adjustment per customer. Please email contact@valleyvetiver.com with your order number.

Route Package Protection
Valley + Vetiver automatically offers the purchase of package insurance through Route at checkout. To turn off the purchase of insurance, simply turn the toggle to the 'Off' switch. Route Package Protection covers lost, stolen, and damaged items that fit the criteria found on their policies page for little as $1.15. Lost, stolen, or damaged packages without the purchase of Route Package Protection will not be covered by Valley + Vetiver and is the sole responsibility of the buyer. Please contact the carrier directly for lost or damaged packages if Route Package Protection was not purchased. Click here to submit a missing mail inquiry with USPS.

For those that purchase Package Protection, refunds and replacements will be handled through Route if a package is lost, stolen, or damaged. The buyer will need to file a claim directly with Route using the order number provided to the buyer's email address at the time of purchase, located in a separate email from Route. Valley + Vetiver is not involved in the claims or refund process, although I am happy to direct you to the right place. Valley + Vetiver is not compensated in any manner by the purchase of insurance, as Route is a third-party company.


Seller Negligence
Please email contact@valleyvetiver.com if you have any problems with your order that fall under seller negligence (ex: wrong items sent) so that I may better assist you.

Chargebacks
A chargeback can be defined as a form of credit card fraud punishable under the law. Product dissatisfaction and a dislike of customer service are not legal reasons for chargebacks. The customer assumes liability for any unlawful chargebacks and legal fees associated with an investigation. Valley + Vetiver reserves the right to deal with any unlawful chargeback as a legal matter of fraud, presenting evidence to credit card issuers and police with customer's identifiable information including but not limited to shopper’s name, address, order confirmation, tracking number, IP address and geolocation at the date and time of purchase, and credit card information. All customer accounts associated with the name and address presented during a chargeback will be banned from future purchases. Any attempts to purchase under a different alias will be canceled and refunded. To avoid a legal chargeback process, please first contact Valley + Vetiver with any questions or concerns regarding your order. We are happy to help!