Returns And Refunds

Returns and Refunds

Return Information

Thank you for shopping at Valentina Hall! We go to great lengths to ensure that every transaction goes smoothly, but we understand that sometimes mistakes can happen, such as damaged products or missing parts due to courier negligence. In the rare case that a toy is severely damaged due to courier negligence, we will accept returns within seven (7) days of delivery. Any returns requested after seven (7) days will not be honored.

If you no longer want the item you ordered, you may return it within seven (7) days of purchase. If the item is returned as unwanted, a 20% restocking fee plus return shipping will be deducted from your refund.

All refunds will be issued to your original form of payment. If that form of payment is no longer valid, we can issue a refund as an in-store credit. If your original form of payment is no longer valid, please let us know before issuing a refund.

NOTE: All returns must include the manufacturer's original packaging. If the returned item does not include all of the original packaging, we will not accept your return and you will be responsible for the return shipping costs.

Sealed TCG products are not returnable. If you have any issues with your order, please contact us.

We are not responsible for any water damage, please contact the carrier (UPS or USPS) to inquire. We apologize for the inconvenience.

How to return damaged or unwanted items:

1) Please contact Valentina Hall Customer Service at Support@ValentinaHall.shop within seven (7) days of product delivery. 2) If the item is damaged, we require the following information from you: - Please describe the damage - Photos of the damaged item - Photos of the outer box (with the shipping label intact). We will forward these photos to the courier so that you can file a claim. 3) Once confirmed, we will provide you with an RMA number and prepaid return label. 4) Please return the item in a standard shipping box and please send it back within 14 days of the prepaid return label being issued.

5) Once we receive your return, we will process your refund within 3-7 business days.

International Return Information

1) Contact Valentina Hall Support at Support@ValentinaHall.shop within seven (7) days of product delivery.

2) If the item is damaged, we require the following: - A description of the damage - A photo of the damaged item - A photo of the outer box (with the shipping label intact). We will forward this photo to the courier for claim purposes.

3) Due to shipping restrictions, we are unable to provide international prepaid return labels, return shipping costs must be purchased by the customer and will be fully refunded once the order is back at our warehouse.

Box and Paint Condition

Please note that the item you receive may not be in a perfect box or paint finish. While we serve many collectors and make every effort to carefully select the finest items, items may have shelf wear, scratches, creases, cuts, small dents, bends and/or blemishes. If you are looking for the perfect box and paint finish, we recommend that you visit a B&M store in person or shop online to view photos of the item you are interested in purchasing.

Unfortunately, we are unable to exchange items due to defects. By placing an order through our website, you understand and accept this policy.

Wrong Address or Refused Package

Before placing an order, please ensure that the address you enter is correct. Packages returned due to wrong address or refused delivery will be subject to a minimum 20% restocking fee. Shipping charges are non-refundable. Once the item has been returned, please allow up to 14 business days for your refund to be credited to your account.

Conference Purchases

Due to the nature of the conference, we are unable to make any exchanges or refunds for unsatisfactory items purchased from our booth.