Refund Policy

At Valioza, we want you to love your play mat. If you're not happy with your order, we're here to help.

30-Day Returns

You can return any item within 30 days of receiving your order. To be eligible, the item must be unused, clean, free of damage, and returned in its original packaging with all tiles and edge pieces included.

How to Start a Return

1.       Email us at valiozallc@gmail.com with your order number and the reason for your return.

2.       We'll reply within one business day with return instructions and a prepaid return label.

3.       Pack the item securely in its original packaging and send it back using the prepaid return label we provide.

Please do not send items back without contacting us first. Returns sent without approval may not be accepted.

Return Shipping

Returns are free. We cover the cost of return shipping and will email you a prepaid return label once your return is approved. Original shipping charges are non-refundable.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether it's approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card provider may take a few extra days to process it.

Exchanges

Want a different pattern? Email us within 30 days of receiving your order and we'll help you exchange it, subject to stock availability.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, email us within 7 days of delivery with your order number and photos of the item and packaging. We'll send a replacement or issue a full refund at no extra cost to you.

365-Day Warranty

Every Valioza play mat comes with a 365-day warranty against manufacturing defects, starting from the delivery date. The warranty covers defects in materials and workmanship, such as tiles that separate at the seams or do not interlock properly. It does not cover normal wear and tear, misuse, damage from pets, sharp objects, heat, or improper cleaning. To make a warranty claim, email us with your order number and photos of the issue.

Pre-Orders

You can cancel a pre-order for a full refund at any time before it ships. Once a pre-order has shipped, the standard 30-day return policy applies.

Non-Returnable Items

Items that have been used, washed, damaged by the customer, or returned without their original packaging cannot be returned or refunded.

Contact Us

Questions about returns? Email valiozallc@gmail.com and we'll get back to you within one business day.

Valioza LLC, 8161-106 Sheldon Road, Elk Grove, CA 95758