Return Policy
Return Policy
Last updated: 6 August 2026
30-day returns
You have 30 days from the date of delivery to request a return. If the product hasn't helped, we'd rather refund you than have it sit in a drawer.
Condition
Items must be unused, in the same condition you received them, and in their original packaging. For hygiene reasons we cannot accept returns on braces or traction devices that have been worn or used extensively.
How to start a return
- Email support@valerra.co with your order number and the reason for return.
- We'll reply within one business day with return instructions and an address.
- Ship the item back. Return postage is the customer's responsibility unless the item was faulty or incorrect.
Please don't ship anything back before contacting us. Returns sent without instructions can't be matched to your order and can't be refunded.
Refunds
Once we receive and inspect your return, we'll notify you and process the refund to your original payment method within 3–5 business days. Depending on your bank, it can take a further 5–10 days to appear on your statement.
Faulty or incorrect items
If your item arrives damaged, faulty, or isn't what you ordered, email us within 48 hours with a photo. We'll send a replacement or a full refund including postage — your choice. You won't need to pay return shipping.
Exchanges
The fastest way to exchange for a different size is to return the original for a refund and place a new order. Email us first and we'll help you get the size right.
Non-returnable
Gift cards and sale items marked final sale cannot be returned.
Cancellations
Orders can be cancelled for a full refund any time before they ship. Once shipped, the standard return process applies.