Refund policy

Updated October 4, 2026. The 30-calendar-day return request window applies to new orders placed after this update. Orders placed before this update retain their original 30-business-day return request window and any other more favorable terms promised when purchased.

Return window and eligibility

For new orders, request a return within 30 calendar days of delivery. Calendar days include weekends and holidays. Email support@warmvalebath.com with your order number, reason and photos of the parcel and packaging. After approval, send the item within 15 business days using our instructions. Change-of-mind returns must be unused, uninstalled and in their original packaging. Installed or custom-made items are eligible for quality-related returns and refunds, but not change-of-mind returns.

After-sales business days

After-sales business days are Monday-Friday, excluding United States public holidays. The 15-business-day return mailing deadline, inspection, refund initiation and issue-resolution periods below use this calendar. The new-order 30-calendar-day return request window is separate from these business-day periods.

Return destination and costs

Returns go to our return facility in New York, United States. We will email the full address and recipient instructions before you ship. Returns from Canada are international shipments to the United States.

For change-of-mind returns or ordering errors, you pay the actual return shipping and any return customs clearance fees. Return shipping varies by parcel size, weight, origin and carrier. You may choose your carrier or ask us for a return label quote. If we arrange a label, we explain the charge before you accept it and deduct that amount from the refund. For return customs clearance, WARMVALE advances the actual charges and provides the customs clearance bill showing the amount before deducting it from your refund. We explain this arrangement before you send the return. Shipping or customs fees you already pay directly are not deducted again. There is no separate pickup fee or restocking fee.

For defects, shipping damage, incorrect items or missing parts for which WARMVALE is responsible, we cover the related return and after-sales costs. Contact us before arranging transportation so we can coordinate a return or another agreed solution.

If a return parcel is lost because it was sent without contacting us first, WARMVALE will take responsibility for that loss. Please still contact us first to obtain the correct return instructions.

Exchanges

We accept direct exchanges for eligible items under the return window and condition requirements above. Email us with your order number and the item or option you would like instead. We confirm availability, any price difference and applicable return costs before you approve the exchange, and provide return instructions. Change-of-mind or ordering-error exchanges follow the customer-paid return-cost rules above; WARMVALE covers costs for seller-responsibility issues. If the replacement is unavailable, we discuss an alternative with you or process an eligible refund; we do not substitute another item without your agreement.

Inspection and refunds

We inspect returns within 5 business days of receipt. For eligible approved returns, we initiate the refund to the original payment method within 3 business days after inspection. Your bank or payment provider may need up to a further 10 business days to post the credit. United States public holidays are excluded from our after-sales business days. Your bank or payment provider may follow its own holiday calendar.

Current orders have no original shipping charge. We do not deduct a notional outbound shipping charge from a free-shipping order. Customer-paid return costs are handled as described above. For an older order where shipping was paid, an eligible full-order return includes that original charge; a partial return does not.

For new orders placed after this October 4, 2026 update, the estimated total time to receive an eligible refund is up to 30 calendar days after our return facility receives the returned item. This includes inspection, refund initiation and bank or payment-provider posting; the stages above are included within this estimate, not added after it. Orders placed before this update retain their original refund terms. Contact us if the credit has not appeared by the end of this period so we can trace it with the payment provider.

Damaged or incorrect items

Please report visible damage, incorrect items or missing parts within 15 business days of delivery where possible. We will arrange an appropriate solution within 7 business days of receiving the information needed to assess the issue. This is the time to arrange a solution, not a guarantee that replacement goods arrive within that period. This reporting request does not shorten warranty coverage or statutory rights.

Cancellations

For standard orders, contact us before dispatch to cancel. Dispatched orders cannot be cancelled, but eligible returns remain available after delivery. If we separately agree a genuinely custom-made order with you, a change-of-mind cancellation is available within 24 hours of purchase; after that, it cannot be cancelled for a change of mind. Standard catalog options are not custom-made orders.

Contact us before refusing delivery so we can advise on the procedure. This policy does not limit applicable statutory consumer rights.

Email: support@warmvalebath.com
Telephone: +86 17336472261
Customer service: Monday-Friday, 08:30-18:30 China Standard Time (UTC+8).