Refund policy
1 Overview
This Returns & Warranty Policy ("Policy") applies exclusively to wholesale purchases made through Valor Communication (2valor.com) and Ondigo (ondigo.com) (collectively, the "Company").
This Policy governs returns, order cancellations, and warranty-related claims between the Company and its wholesale customers (retailers, dealers, and authorized resellers). Retail or direct-to-consumer purchases are not covered by this Policy.
2 Wholesale Customer Responsibilities
Wholesale customers are responsible for:
- Inspecting shipments upon receipt for obvious issues
- Submitting requests within the required reporting timelines
- Maintaining accurate records of purchase dates and quantities
- Managing end-user relationships and directing consumers to appropriate manufacturer warranty support
Important Notice
Failure to follow the procedures outlined in this Policy may result in claims being denied.
3 Inspection, Damage & Reporting Requirements
Wholesale customers must inspect shipments immediately upon delivery.
The following issues must be reported within 72 hours of receipt to be eligible for consideration:
Requests submitted outside this 72-hour window for the above issues may be rejected in full.
4 Returns
4.1 Eligibility Requirements
Eligibility for any return or defective claim is contingent upon:
- Compliance with the applicable reporting timeframe outlined in Section 3
- Prior approval from the Company
- Adherence to all conditions outlined in this Policy
Failure to meet these requirements may result in denial.
4.2 Defective Products & Wholesale Warranty Coverage
Defective product claims are evaluated based on when and how the issue is identified and are subject to review and approval by the Company.
A. Defects Identified Upon Receipt
The following issues are considered defects identified upon receipt:
- Shipping damage
- Obvious defects identifiable without opening or using the product
These issues:
- Must be reported within 72 hours of delivery
- Require supporting documentation
- Are subject to approval prior to credit issuance or replacement consideration
Requests submitted outside this timeframe may be rejected.
B. Latent or Functional Defects Identified After Receipt
Certain products are sealed and intended for resale and are not opened or tested at the time of receipt. In some cases, defects may only become apparent once the product is opened, demonstrated, or sold to the end user.
Examples include, but are not limited to:
- Tempered glass discovered to be cracked upon opening prior to application
- Electronic or Bluetooth products exhibiting functional or performance issues during in-store demo or sale
In these scenarios:
- Claims may be submitted after the initial 72-hour receipt window
- Claims are reviewed on a case-by-case basis
- Eligibility is limited to a maximum of one (1) year from the wholesale purchase date
- Supporting documentation may be required
Approval, resolution type, and quantities approved are determined at the Company's discretion.
Wholesale Defective Warranty Scope & Resolution
Wholesale defective warranty coverage:
- Is intended to address manufacturing or functional defects only
- Is reviewed and approved at the Company's discretion
- Does not guarantee automatic replacement
- Is limited to one (1) year from the wholesale purchase date
For approved defective claims, the Company may, at its discretion:
- Issue store credit, or
- Provide replacement product, subject to availability
The Company reserves the right to request return of merchandise for inspection.
For approved defective claims:
- Valor/Ondigo will cover shipping costs for replacement shipments
- Return shipping for inspection will be covered if required
4.3 Non-Defective Returns
Returns for non-defective products (including ordering errors, overstock, change of mind, or unsold inventory):
- Must be requested within 72 hours of delivery
- Require prior approval
- Are reviewed on a case-by-case basis
- Are subject to applicable restocking fees
- Return shipping costs are the responsibility of the wholesale customer
4.4 Return Conditions
All approved returns must:
- Be unused and undamaged
- Be in original, unmarked packaging
- Include all accessories, inserts, and components
Products showing signs of use, installation, alteration, or customer damage may be rejected.
4.5 Restocking Fees
Standard Products
- Approved non-defective, non-customized returns are subject to a 25% restocking fee
Design Lab Products
Due to their made-to-order nature and limited resale value:
-
Non-Customized Design Lab Products
- Eligible for return upon approval
- Subject to a 50% restocking fee
-
Customized Design Lab Products — Final Sale
- Featuring custom artwork, logos, text, branding, or customer-specific selections
- Not eligible for return or credit
Exception — Verified Issues
Restocking fees are waived only when returns are due to:
- Manufacturing defects
- Quality issues
- Production errors attributable to the Company
4.6 Exchanges (Process Clarification)
Note: All exchange requests are processed as returns with store credit.
Valor Communication and Ondigo do not process direct item-for-item exchanges.
If a customer ordered an item in error or received an incorrect item:
- The request must be submitted through an approved Return Merchandise Authorization (RMA)
- The RMA is processed as a return for store credit
- No automatic replacement shipments are issued
Customers are responsible for placing a new order for the correct item(s) and applying the issued store credit at checkout.
4.7 Return Approval & Credits
Return Authorization
- All returns and defective claims require a valid Return Merchandise Authorization (RMA)
- Requests without authorization may be denied
RMA Identification Requirement
- The assigned RMA number must be clearly labeled on:
- The outside of the return package, and/or
- An inner packing slip or reference document included inside the shipment
- Returns received without a clearly identifiable RMA number may experience processing delays or may be rejected
Processing
- Approved returns are processed within 7-10 business days after receipt and inspection
Credits
- All approved returns are issued as store credit only
- Refunds are not available unless expressly approved in writing by the Company
- Store credits are non-transferable and have no cash value
5 End-User Warranty Guidance
End-user warranty coverage is determined by the product manufacturer and is outlined on the product packaging or included materials.
End users should contact the manufacturer directly using the information provided. Wholesale customers may not modify or extend manufacturer warranty terms.
6 Order Cancellations
Orders canceled after fulfillment processing has begun—including orders that have been picked, packed, or prepared for shipment—may be subject to a twenty-five percent (25%) cancellation or restocking fee.
7 Policy Updates
The Company reserves the right to modify this Policy at any time. The most current version published on the applicable website will govern all wholesale transactions.
8 How to Request an RMA or Support Assistance
Important — Reporting Timelines
- Shipping damage, missing items, incorrect items, and obvious defects must be reported within 72 hours of receipt
- Latent or functional defects may be reviewed on a case-by-case basis, up to one (1) year from purchase
Contact Information
Valor Communication (2valor.com)
Submit RMA requests through:
• Account portal or website footer
• Contact assigned account manager
• Customer support for assistance
Ondigo (ondigo.com)
All requests must be submitted through:
• Assigned account manager
• Customer support