Purchasing & Sale Policy
Pricing & Availability
All prices are subject to change without notice at any time. Available inventory is subject to change without notice at any time. As a result, if your order is canceled for any reason, you may not be able to purchase the same item you originally ordered, and if the same item is available, it may not be available at the same price of your original purchase.
We will collect sales or use tax (collectively “Sales Tax”) and Value-Added Tax (“VAT”) on purchases of taxable items from buyers located in certain jurisdictions where we have determined that we have a legal obligation to collect taxes for such purchases. In these jurisdictions, we will remit the tax collected from buyers to the appropriate taxing authority.
Sales Tax and VAT will apply based on a buyer’s shipping address rather than a buyer’s billing address. These taxes will apply to all purchases of taxable items for applicable jurisdictions.
Applicable tax rates may vary by jurisdiction. For Sales Tax purposes, some states may include shipping fees in the calculation of Sales Tax while other states may exclude shipping fees.
We reserve the right to cancel orders at our sole discretion.
At Valyou, we understand that circumstances may arise where you need to cancel your orders. Please review our cancellation policy outlined below:
Customers can request to cancel their order before receiving a tracking number. If the cancellation request is made within this timeframe, no additional fees will be incurred, and a full refund will be provided.
Cancellation after Receiving a Tracking Number
If a cancellation request is made after receiving a tracking number, a restocking fee of 20% will apply to the order total. This restocking fee will be deducted from the refund amount, irrespective of whether the item is on pre-order or currently in stock.
Cancellation of Orders in Transit
In the event that an order is already in transit but the customer still wishes to cancel, we can request for the order to be re-routed to a different customer. However, please note that a re-routing fee will be deducted from the refund amount. The exact amount of the re-routing fee will depend on the specific circumstances and will be communicated to the customer during the cancellation process.
Cancellation of Order with a Promotion
Should you opt to cancel an item that was part of a "Buy & Get Free" promotion, kindly be aware that the cancellation will nullify the promotion, and the value of the complimentary item may be subtracted from your refund total.
We strive to provide flexibility and accommodate cancellation requests whenever possible. If you have any questions or need assistance with canceling your order, please reach out to our customer support team.
- Pick Up At our Kapolei warehouse - All orders are available for pickup at our Kapolei warehouse. You can choose the pickup option at checkout if you want to pick up your order. It usually takes 24-48 hours to prepare your order for pickup. We will be sure to message you once your order is available for pickup.
- Oahu Curbside Delivery - Your order will be delivered right to your doorstep or closest entrance, but will not be unpacked or assembled.
- Oahu Inside room of choice - Your order will be delivered inside your home in a room of your choice, but will not be unpacked or assembled.
- Oahu Inside + Assembly and setup - We will deliver your order and unpack your order to the room of your choice and dispose of all packaging.
- Inter Island - Maui / Kauai / Big-Island - For all other islands we currently offer a port to port delivery where you will be able to get your order delivered to your port using Young brothers. Once the order arrives at the port, Young brothers will give you a call to come and pick it up.
Please be advised these options are not available for all orders. You will be able to choose from the options available for you at checkout.
Shipping cost and shipping options are available at checkout after you add your shipping information. Shipping costs may change based on the delivery address and shipping type.
Additional Shipping Costs
Please note that our delivery service strictly complies with the accessibility of two flights of stairs. If your delivery location does not have an elevator available, our delivery personnel will carry the items up or down two flights of stairs at no additional cost.
For locations with additional floors beyond two flights of stairs, an additional fee of $15 per floor will be applied. If you object to paying this additional fee, you have the option to downgrade your order to a more manageable size, and we will refund you the price difference accordingly.
Shipping Contact, Billing and Payment Information
Please review your shipping, contact, billing and payment information for accuracy before submitting an order. Billing information must match the billing information you have on file with the issuing bank.
Change of Address
Once an item has been shipped, we understand that circumstances may arise where a customer needs to change the shipping address. However, please note that changing the shipping address after the item has already been shipped can incur additional costs and logistical challenges. If a customer wishes to change the shipping address after the item has been shipped, they will be responsible for the address change shipping fee. This fee will be a minimum of $150 or the actual cost incurred by us, whichever amount is greater. We highly recommend customers to provide accurate and up-to-date shipping information at the time of purchase to avoid any inconvenience. In the event that an address change is necessary after the item has been shipped, please contact our customer support team as soon as possible to initiate the process. Please note that while we will make every effort to accommodate address change requests, there may be situations where it is not feasible or may result in a delay in delivery. We cannot guarantee that an address change can be processed successfully.
Missed Delivery appointment
Once your item is ready to be shipped, the shipping carrier will schedule a delivery date/time for you. Date and times can not always be changed. Missing that appointment will result in redelivery and a rescheduling fee of $150 or the actual cost incurred by us, whichever amount is greater.
Items won't fit main entrance
It is the customer's responsibility to carefully review the dimensions of the furniture and assess the suitability of their main entrance for accommodating it. If the customer requests cancellation due to the aforementioned scenario, return fees will be applicable and a full refund will not be granted.
All delivery times are estimates and are not guaranteed. Shipments may be affected by weather-related delays, carrier limitations or other events outside of our control.
While we do our best to ensure that our shipping process is as seamless as possible, we also offer an additional service of placing the product inside your home and moving it to a room of your choice upon request. However, please note that while we take utmost care during this process, you release any damage liability to the property or furniture / loose and fixed fixtures.We recommend that you inspect the path and area where our delivery team will navigate through to prevent any unwanted mishaps. Additionally, please ensure that all walkways are clear, and fragile objects are well protected or moved aside to guarantee the smooth and damage-free transfer of your orders.If for any reason you need to return an item, please be advised that we require you to keep the original box to be eligible for a return. To avoid any confusion, please notify our delivery drivers that you wish to keep your original box. If you do not inform the drivers of your intentions and discard the box, you are agreeing to our policy and forfeiting your eligibility for a return.
We want to provide our customers with a transparent understanding of our shipping process, shipping options and time frames. Our website outlines estimated delivery dates, but note that these are subject to change depending on factors including the specific product ordered, shipping location and third party couriers.
Our shipping timeframe is color coded on the map below:
Blue: 2-5 Business days
Purple: 5-10 Business Days
Yellow: 7-14 Business Days
Rest assured that our team of professionals will handle your product with the utmost care and respect, and we will always go above and beyond to make sure that your Valyou experience is nothing but exceptional.
Return & Refund Policy
We want you to be happy with your purchase, which is why we accept returns on items within 14 days of delivery.
Eligibility for Returns
To be eligible for a return, the item(s) must be in their original condition, unused, and with all the original packaging and tags intact. Any item that is damaged, altered, or not in its original state may not be eligible for a return.
There are a few items that cannot be returned
- Open Box / Used items
- Homeware & Accessories
- Gift cards
- Personalized items
- Items marked “Non-Returnable” or “Final Sale.”
Initiation of Return
If you wish to return an item, kindly reach out to our customer support team within 14 days from the date of delivery. Our team will guide you through the return process, discuss any applicable fees, and provide you with the necessary instructions, which may include the submission of photos for documentation purposes.
Preparing items for return
We kindly ask that you have the items packed up & ready for pickup on the scheduled day. Please follow the guidelines below when preparing your items for return:
- Forms: Include the Valyōu Return Form and/or carrier return label/s & bill of lading provided by our customer service team. Please note that item(s) returned without the forms mentioned will not be processed.
- Original Condition: Ensure that the item(s) being returned are in their original condition, which includes, but is not limited to, the following:
a: No damage or signs of wear
b: Original tags still attached
c: All original packaging included
- Packaging: Only include the item(s) that are being returned in your shipping box. Do not include any additional items or accessories unless explicitly instructed by our customer service team.
- Timely Return: Ship and return the item(s) to Valyōu Furniture within three (3) days of receiving your Return Label or as per the scheduled pickup request. Please adhere to this timeline to ensure a timely return process.
- Evaluation Process: Once we receive your returned item(s), our product team will evaluate them based on the specified criteria. Please allow up to 7 business days from the time we receive the return request for the evaluation process to be completed. Valyōu Furniture reserves the right to determine the eligibility and criteria for the requested return item(s) based on our evaluation.
Once your return is approved, the refund amount will be processed after deducting the actual shipping costs incurred to and from your location, regardless of whether you received free shipping on your initial purchase. Please be aware that the return cost may vary and might not align with the initial shipping cost, as it depends on the carrier. All associated fees will be disclosed during the discussion of the return request. It's important to note that the customer is responsible for covering the shipping costs, unless the return is due to our error or a defective item.
Damaged or Defective Items
In the rare event that you receive a damaged or defective item, please contact our customer support team immediately. We will guide you through the return process and arrange for a replacement or refund, including any applicable shipping costs.
Approved Return Requests
a: If your return request is approved, we will process a refund for the amount you paid for the item(s). However, please note that the refund will be issued minus the shipping costs incurred to and from your location, as well as any priority processing fee paid. The refund will be credited back to the original payment method used for placing the order.
b: If you used a store credit in conjunction with your credit card for the purchase, our refund process follows a specific sequence. Firstly, the entire amount of the store credit will be refunded. Subsequently, any remaining balance will be promptly returned to your credit card or the original mode of payment used during the initial purchase.
c: If the item you're returning is part of a "Buy & Get Free" promotion, please note that the return will void the promotion, and the cost of the free item may be deducted from your refund amount.
Non-Approved Return Requests
If your return request is not approved for any reason, we will notify you of the decision via email. In the case where the item(s) are determined to be inauthentic, you will have 14 days from receiving the notice to choose one of the following options:
a: Item Return: You can opt to have the item(s) sent back to you, with the applicable delivery shipping fees and service charges applied. It will be your responsibility to arrange for and cover these costs.
b: Zero Waste Assessment: Alternatively, you can authorize Valyōu Furniture to perform a zero waste assessment for disposal. As part of our commitment to reducing the environmental impact of commerce, we will responsibly dispose of the item(s) through methods such as material recovery, recycling, or donation to a charitable organization.
Failure to Respond or Pay Shipping Invoice
If you do not respond within 14 days of receiving notice that your return request was not approved or if you do not pay the shipping invoice within 14 days of receipt, we reserve the right to dispose of the item(s) at our reasonable discretion.
Submit a Return Request
To initiate a return request, please contact our customer support team. They will guide you through the process and provide further assistance.
We strive to provide excellent customer service and address any concerns you may have regarding returns. If you have any further questions or require assistance, please don't hesitate to reach out to our customer support team.
We value your satisfaction and aim to provide a seamless exchange process. Please review our organized and concise exchange policy
Eligibility for Exchange
You can request an exchange within 14 days of delivery. To be eligible for an exchange, please ensure the following criteria are met:
- The item(s) must be in their original condition, including original tags and packaging.
- Disassemble the item(s) as they were initially packaged, including all parts, screws, padding, and accessories.
Exclusions for Exchange
Please note that the following items cannot be exchanged:
- Open Box / Used items
- Homeware & Accessories
- Gift cards
- Personalized items
- Items marked as "Non-Returnable" or "Final Sale"
Shipping Fee for Exchanges
When you request an exchange, a reduced shipping fee will be charged. If your original order qualified for free shipping, no additional shipping fee will apply for the exchange.
Return Fee for Exchanges
A reduced return fee will be charged when initiating an exchange. This fee covers the processing and handling of the return.
We strive to make the exchange process cost-effective and efficient. If you have any further questions or require assistance with an exchange, please don't hesitate to contact our customer support team.
At Valyou, we strive to provide quality products and ensure customer satisfaction. Please review our warranty policy, which outlines the procedures and coverage for various types of claims:
Shipping Claims / Shipping Damage
Reporting Damaged Items
It is important to report any damage to your item(s) within 48 hours of delivery or upon arrival. Promptly notifying us of the damage allows us to take necessary steps to address the issue promptly. To report a damaged item, please contact our customer service team or your dedicated dispatcher with the relevant information and supporting evidence, such as photographs or videos of the damaged item(s).
Upon receiving your report, our customer service team will assess the situation and work towards a resolution. This may involve providing a replacement item, arranging for repairs, or offering an appropriate solution to rectify the issue. The resolution will be determined on a case-by-case basis, taking into consideration the nature of the damage and the availability of replacement parts or items.
Disclaimer and Guarantee of Coverage
Submitting a claim for a damaged item does not automatically guarantee coverage under our warranty policy. Each claim will be carefully reviewed and evaluated by our team. Factors such as the timeliness of the report and the circumstances surrounding the damage will be taken into consideration during the assessment process.
As our valued customer, it is your responsibility to inspect the delivered item(s) upon receipt and report any damages promptly. Failure to report damages within the specified timeframe may affect the eligibility for warranty coverage.
Manufacturer One Year Warranty
We are committed to providing high-quality furniture that meets your expectations. To ensure your satisfaction, we offer a One Year Manufacturer Warranty. Please review the following details of our warranty coverage:
Our One Year Manufacturer Warranty covers structural and multifunctional defects that may occur during normal use of the furniture. This includes defects in the frame, construction, or any other structural components that affect the functionality of the item.
Please note that our warranty does not cover any damages resulting from misuse, improper care, or accidents. It specifically excludes damages such as stains, scratches, rips, tears, or any other usage-related damages. Additionally, normal wear and tear are not covered under this warranty.
Below cases are also excluded from coverage:
- Grain differences in natural wood, leather, artisan hand cut or woven products; Including but not limited to, textures, Irregularities that do not interfere with the products intended use, natural fading, or natural textile smell.
- Damage resulting from misuse, abuse, negligence, abnormal use, modifications, personal accidents.
- Cover damages, not limited to; post-washing/drying issues, stains, tears, discoloration, zippers, etc.
- Floor Models, Final Sale Items, Warehouse sale products, Clearance, Custom Orders, Purchases made outside of the Valyou Furniture website or storefronts.
- Replacements such as leg caps, accent pillows, covers, drawers, or other assembly related parts.
- Coverage for fees incurred by hiring private assemblers or damaging a new product by breaking, stripping screw holes or screws, misassembled products, or not following the instructions indicated.
- Comfort preferences or buyers remorse.
- Compensation for delayed order shipments.
- Furniture used for commercial purposes.
- Damages incurred moving to a new address.
Filling a Warranty Claim
If you discover a structural or multifunctional defect within one year from the date of purchase, please file a Warranty claim using this form. To process your warranty claim, we require proof of purchase, such as the original order receipt or invoice.
Once your warranty claim is received, our team will evaluate the reported issue. If the defect is covered under the warranty, we will provide a suitable resolution, which may include repair, replacement of the affected part(s), or, if necessary, replacement of the entire item. The resolution will be determined at our discretion based on the nature of the defect and the availability of replacement parts.
To ensure your warranty claim is valid, it is important to follow the care and maintenance instructions provided with the furniture. Proper use and care are essential to prevent damages that may not be covered under the warranty. Additionally, any unauthorized modifications or repairs made to the furniture may void the warranty.
Assembly Issues / Product Issues
If for any reason there is difficulty associated with putting together an item and a warranty claim is placed within the return/exchange policy time period. The repair and assembly team will reach out to the customer in order to help resolve the issue. If for any reason the solution provided does not resolve the issue, the item can be exchanged for a same item replacement.
If a customer is offered a repair for their item, an appointment must be scheduled within 2-5 business days of the initial offer with our suggested third party. If the repair is not scheduled due to any of the following reasons; repair service cannot get in touch or the customer is not available/a no-show when the repair is scheduled, the customer will incur a $125 fee as a repair technician has to cancel at the last minute. Repair fees are typically covered by the manufacturer, however if for any reason your item is found not to be covered by the inspector scheduled to take a look at your product due to the issue being incorrectly stated on the claim, or your product is exhibiting other damages that void the Manufacturer’s Warranty Policy, a charge of $65 will be billed to the customer. We ask that you clearly identify the issue at hand and supply photos and a video when necessary that can be used to confirm the issue prior to scheduling an inspection to avoid any possible charges.
- Our One Year Manufacturer Warranty is non-transferable and applies only to the original purchaser of the furniture. It is valid only for items purchased directly from Valyou Furniture website or stores directly. This warranty does not affect any rights or remedies provided by applicable consumer protection laws.
- Once a claim is accepted or denied, it is the customer's responsibility to reply in a timely manner. Our manufacturers aim to offer quick turnaround times by providing appropriate solutions through continuous email threads. Therefore, it is crucial to check your email daily to stay updated on the progress of your claim.
- Please note that if a solution or detailed response is provided from a warranty agent, a ticket may automatically close 24 hours after notification. It is important to monitor your email and respond within this timeframe. Once a claim is closed, it cannot be reopened, and the solutions offered in the closed claim will no longer be available.
- Claims that are non-responsive within a timely manner after receiving a notification of closure cannot be reactivated. If a customer does not respond after being notified of the ticket closing, the solutions previously offered will no longer be re-offered.
- If a new warranty claim is submitted after the valid period specified in our Manufacturer's Warranty Policy, previous resolutions cannot be accessed or offered. However, a new resolution will be offered based on the current claim submission if the claim period is still active.
- We encourage customers to actively participate in the claim process, respond promptly, and keep track of their email communications. This ensures efficient resolution and satisfactory outcomes for warranty claims. If you have any further questions or need assistance, please contact our customer support team.
We are dedicated to addressing any concerns covered by our warranty and providing a satisfactory resolution. If you have any questions or need assistance with a warranty claim, please contact our customer service team.
At Valyou, we understand the importance of protecting your furniture investment. To provide our customers with added peace of mind, we offer extended warranty options for purchase on our website. Our extended warranty plans offer coverage for accidents that may occur during the specified coverage period. Please review the following details of our extended warranty policy:
- Extended Warranty Options Customers can choose from three extended warranty options: 2-year, 3-year, and 5-year plans. These plans offer additional coverage beyond the standard manufacturer warranty.
Please note that once the extended warranty is added to the order and the item is delivered, we can no longer cancel the extended warranty.
- Coverage: Our extended warranty plans cover accidents that result in damage to the furniture. This includes accidental spills, stains, scratches, pet damages, and other unforeseen incidents that may occur during normal use.
The extended warranty can be utilized once per year. For instance, if you purchased a 3-year extended warranty for your item and have already used it for a specific reason this year, you may not be eligible to use it again until the following year. In such cases, it must be for a different concern, one that is distinct from the concern you had already reported.
- Accidental Damage Coverage: Accidental damage coverage includes, but is not limited to, the following scenarios:
- Spills and stains from food, beverages, or household chemicals
- Scratches, gouges, or chips on the furniture surface
- Rips, tears, or punctures in upholstery or fabric
- Pet damages such as claw marks or chewing
It is important to note that our extended warranty does not cover damages caused by deliberate misuse, abuse, or neglect. It also excludes damages resulting from natural wear and tear, normal fading of fabric or materials, or damages caused by unauthorized repairs or alterations.
5. Claim Process
In the event of an accidental damage claim, customers should contact our customer service team. A claim representative will guide you through the claim process, which may include providing relevant details and supporting evidence such as photographs or videos of the damaged area.
6. Resolution Process
Once the claim is submitted, our team will evaluate the nature and extent of the damage. If the damage is covered under the extended warranty, we will provide a suitable resolution. This may involve arranging for repairs by a professional technician, offering a replacement part, or, if necessary, replacing the entire furniture item.
7. Terms and Conditions
Please review the terms and conditions specific to each extended warranty plan at the time of purchase. These terms outline the coverage period, claim procedures, and any additional information regarding the extended warranty.
We believe that our extended warranty options provide added value and protection for your furniture purchase. If you have any questions or require further assistance regarding our extended warranty policy, please contact our customer support team.