Refund policy

VALCAVIO — Returns & Refund Policy

Last updated: November 2026

At VALCAVIO, every piece in our collection—from The Monaco to The Riviera—is curated to meet uncompromising standards of luxury and old-money European aesthetic. Because we utilize direct-to-consumer fulfillment networks to bring our exclusive pieces straight from our master artisans and international hubs to your door, our policy is structured to be completely transparent while protecting global transit workflows.

1. The Return Window

We offer a 14-day return window starting from the exact date your tracking status marks the package as delivered. To be eligible for a return, your eyewear must be:

  • In brand-new, unworn, and pristine condition.

  • Complete with all original packaging, including the branded protective case, microfiber cleaning cloth, and authenticity tags.

Please note: Items returned showing signs of wear, scratches, or missing original packaging will not be accepted and will be sent back at the customer's expense.

2. Return Shipping Costs & Logistics

Because our pieces ship from specialized international fulfillment centers:

  • Customer Responsibility: Customers are fully responsible for all return shipping costs.

  • Return Authorization Required: You must contact our support concierge at support@valcavio.co.za before sending any items back so we can provide you with the correct authorized return routing address. Unauthorized returns shipped to sender hubs without prior approval cannot be tracked or refunded.

3. Damaged or Defective Items

We take rigorous quality control measures, but transit complications can occasionally occur. If your eyewear arrives damaged, broken, or defective:

  • You must notify us within 48 hours of delivery at support@valcavio.co.za.

  • Please include clear photographic proof or a short video showing the defect alongside your order number.

  • Once verified, we will expedite a brand-new replacement unit directly from our suppliers at zero additional cost to you, bypassing the need for a complex return.

4. Order Cancellations

  • Unfulfilled Orders: You may request an unconditional order cancellation anytime before the item has been processed and dispatched by our logistics network.

  • Fulfilled Orders: Once an order status updates to "Shipped" and tracking has been issued, it cannot be canceled or intercepted mid-transit. It must instead follow our standard 14-day return protocol upon arrival.

5. Refunds

Once your returned item is received, inspected, and approved at our facility:

  • Your refund will be processed automatically back to your original payment method within 5 to 7 business days.

  • Original shipping fees paid at checkout are non-refundable.

Contact Information

To request a cancellation, start a return, inquire about an exchange, or report damaged items, please contact our concierge team at support@valcavio.co.za