Product Returns and Refunds

Please note that to be eligible for a refund in the event of product returns, we need you to reach out to us within 14 calendar days from receiving your order.

Kindly provide us with your order number and the reason for your return. We will have our customer support team review the request and will provide further instructions via email correspondence supposing the return request has been approved.

Return items must be in original packaging, including any accessories, manuals and documentation.

Note that returned items must be unused, in the same condition that it was sent to you, and in their original packaging. Stains, folded cards, broken seals or broken plastic foiling will not be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right to not provide a refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include incorrect products purchased and damaged products through customer mishandling.

Returns made without receipt may be refused. VALL Fresh Holic (L & M Specialty Shop) reserves the right to deny any return.

What if the item(s) I received is/are defective/damaged?

Please contact our Customer Support Team to start the return process. Please include the following information:

– Order number
– Proof of Purchase
– Video or photo of the faulty product (if applicable)
– Complete delivery address
– Contact telephone number

In some cases, you may be required to include a video or photo of the defective/damage product for proof in order to refund or replace the product.

How long is the returns process?

Processing may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

When will I receive my refund?

All refunds will be credited to your original form of payment except by COD/COP. If you paid by credit cards or debit card, refunds will be send to the card-issuing bank within 14 business days of receipt of the returned items. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, please reach out to your bank/credit card company. It may take some time before the refund is posted to your account.

If you paid by COD (Cash-On-Delivery) or COP (Cash-On-Pickup), refunds will be send to you via bank deposit, GCash or Paymaya. Just provide us your bank details or GCash/Paymaya account so we may send you the refund within 14 business days of receipt of the returned items.

If you haven’t received your refund within 14 days for your return yet, please reach out to our support team for follow-up.

How do I change or cancel my order?

Please contact us as soon as possible if you need to make modifications on your order or if you need to cancel it. Please make sure to provide us with your order number and the modification you would like to make and we will confirm once the modification has been made. Note that any orders that have already been packed or shipped cannot be modified or cancelled.