FAQ

PICK-UP AND DELIVERY

a. You may choose to either pick up your purchased item(s) from our warehouse or have them delivered to a specified location within Accra or any other region in Ghana.
b. If you opt to pick up your item(s), you will receive an email notification when your order is ready for collection. Please bring a valid ID and your order confirmation email when picking up your item(s).
c. Should you choose to have your item(s) delivered, a third-party delivery service will be arranged to deliver your item(s) to the specified address. Please note that additional fees may apply for delivery services.
d. Vaellio will not be held responsible for any damages that may occur during pick-up or delivery. We encourage you to carefully inspect your item(s) upon receipt.

Delivery Timeline:
The delivery date of your order may be impacted by various factors beyond Vaellio’s control once the order leaves our warehouse. For this reason, Vaellio cannot be held liable for any delays in scheduled deliveries.

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RETURN AND REFUND POLICY

We offer returns, refunds, and repairs for damaged products in accordance with Ghanaian consumer protection laws. If the product you purchased from us is damaged or does not function properly, you may be entitled to a refund or repairs.

We also offer refunds for services purchased, based on the terms and conditions outlined in this policy.

Refund Conditions:

Vaellio may offer a refund for products purchased under the following circumstances:

• The item(s) are damaged upon delivery.

Eligibility for Refund:
Customers may be eligible for a refund provided that:

• The product(s) are returned with the original receipt issued for the purchase.

NOTE: Vaellio reserves the right to cancel an order at our discretion

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EXCEPTIONS

Vaellio may refuse to grant returns or refunds under the following conditions:

• The customer misuses or mishandles the product in a way that causes damage to the item(s).
• The customer was aware or notified of issues with the product or service before completing the purchase.
• The customer changes their mind after payment has been made.
• The customer does not check the product specifications and dimensions as listed on the website or communicated by customer support.
• The customer no longer needs the product or simply doesn’t like it.
• The customer fails to report an issue within 24 hours of receipt of the item(s).

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REFUND FOR SERVICES

Vaellio also offers refunds for services purchased under the following conditions:

• If the service has not been performed.
• If the service provided is different from what was ordered or requested.

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REFUND TIMELINE

All claims for a refund must be made within 24 hours of receipt of the product(s) Refunds will be processed within 30 working days after a refund form has been completed and submitted online.

Note: Vaellio reserves the right to reject a return and refuse a refund if the conditions stipulated herein have not been satisfied.

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DAMAGE REPORTING PROCEDURE

If you discover that the product purchased from Vaellio is damaged upon delivery, please follow these steps to address the issue:

1. Report the damage to us via email at support@vaellio.com within 48 hours of discovering the damage. Please use the subject line “DAMAGED ITEM” in your email.
2. If the damage is minor and can be fixed on-site, our team will contact you to discuss how the damage will be addressed.
3. if the damage is beyond repair or rectification, Vaellio will process a refund. However, if the damage can be fixed, we will arrange for the necessary repairs.
4. Ensure that the damaged product is kept in the same condition as it was when received, and provide relevant details or images if requested.

Resolution Time:
Resolution times may vary between 5 - 10 working days within Accra, and 10 - 15 working days for locations outside Accra.

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Please ensure that you read and understand these terms before making a purchase. Vaellio strives to offer the best customer service, and we are committed to resolving issues in a timely and fair manner.