This returns policy applies only to products purchased directly from bydrvali.com. If you purchased your product through one of our authorised partners, please contact them directly.
You may request a refund or exchange within 28 days of receiving your order, provided your item is:
- Products must be unused and in original condition
- All original packaging and hygiene seals must remain intact
- Devices must be returned with chargers, travel cases, and manuals
Returns must be requested in writing and pre-approved by our Customer Support team
To initiate a return, contact [email protected] with your order number and reason for return. All returns must be approved prior to dispatch. Once your return has been processed, we will confirm your refund or exchange by email. Please allow up to 14 working days for funds to appear on your original payment method, depending on your provider.
Responsibility for Returns
Please note all return costs will be covered by the customer directly and not the brand. It is encouraged to use a tracked returns service for the return, and to share the tracking details with the By Dr Vali team. This is aid in smooth and timely return processing. Please note that By Dr Vali is not responsible for any returns and will not issue any refund for orders without a proof of purchase or should the return not arrive at the designated warehouse.
Until your return reaches our warehouse, it remains the customer's responsibility. Please package items securely and retain your tracking information. We are not liable for any goods returned in error. If we are able to recover the item, we may charge a shipping fee to return it to you.
Warranty
All BDV devices are protected under a 12-month warranty against manufacturer defects. This does not apply to issues caused by accidental damage, misuse, improper storage, unauthorised modification, or water exposure. The warranty is non-transferable and valid only for the original purchaser.
Faulty or Malfunctioning Devices
While all BDV devices are covered by a 1-year manufacturer's warranty. If you believe your device is faulty:
- Contact [email protected] with your proof of purchase and a description of the issue
- Complete our Fault Assessment Form
- Return the device using our tracked label
- Our technical team will inspect and resolve your case within 28 days
Wear and Tear Policy
BDV devices are built for performance and longevity. However, general wear - including light surface marks, discolouration, or cosmetic scuffs does not qualify as a fault.
Resolution Guarantee
We aim to resolve all approved return or fault cases within 28 days of receiving your completed form and returned product. We advise that it can take up to 5 working days for your account to be credited with the refund, however, some payment providers and payment types can take up to 14 days to credit your account.
Fair Use Policy
We reserve the right to limit returns or deactivate accounts if we detect:
- Repeated refund claims under suspicious circumstances
- Returns of used items that violate our hygiene or usage policies
- Behaviour that indicates misuse of our return or guarantee process
If you believe your account was flagged in error, please contact our Customer Excellence team and we will be happy to review your case.
