Refund policy

Return & Refund Policy

At Valo Red Light, we stand behind the quality of our products and want customers to feel confident in their purchase. Because our product line includes personal-use devices, large red light therapy systems, skincare products, accessories, and custom-made equipment, return eligibility varies by product.

Please review this Return & Refund Policy carefully before making a purchase.

By purchasing from Valo Red Light, you agree to the terms outlined below.

Return Eligibility

60-Day Return Period — Red Light Panels

The following products are eligible for return within 60 calendar days of confirmed delivery:

  • Valo Spark

  • Valo Beam

  • Valo Blaze

  • Valo Surge

A return request must be submitted to Valo Red Light within 60 calendar days of the delivery date shown by the applicable shipping carrier.

30-Day Return Period

The following products are eligible for return within 30 calendar days of confirmed delivery:

  • Valo Sculpt

  • Glow Mask

  • Horizontal Stand

A return request must be submitted to Valo Red Light within 30 calendar days of the delivery date shown by the applicable shipping carrier.

Final Sale & Non-Returnable Products

The following products are final sale and are not eligible for return, exchange, or refund except where required by applicable law or in the event of a verified covered defect:

  • Valo Glow Serum

  • Halo Red Light Bed

  • Aura Red Light Bed

  • Gift cards

  • Products clearly marked "Final Sale" or "Open Box" 

  • Clearance products where the product page states that the item is final sale

Halo & Aura Red Light Beds

Halo and Aura Red Light Beds are custom-made and/or made-to-order products manufactured specifically for each customer.

Because production begins specifically for an individual order, Halo and Aura Red Light Beds are not eligible for standard returns or refunds based on preference, change of mind, inability to accommodate the product, or similar reasons.

If a Halo or Aura Red Light Bed arrives damaged, defective, or materially different from what was ordered, please contact help@valoredlight.com so that Valo Red Light can evaluate the issue under the applicable warranty, shipping-damage, or freight-claim process.

15% Restocking Fee

All approved customer-choice returns are subject to a 15% restocking fee.

The restocking fee is calculated based on the purchase price of the returned product and will be deducted from the customer's refund.

The restocking fee may be waived when Valo Red Light determines that:

  • The incorrect product was shipped by Valo Red Light;

  • The product arrived damaged due to shipping;

  • The product has a verified defect covered by Valo Red Light's warranty; or

  • Valo Red Light otherwise determines that the fee should not apply.

Authorization of a return does not automatically waive the restocking fee.

How to Request a Return

All returns require prior authorization from Valo Red Light.

Do not ship a product back to Valo Red Light without first contacting our customer service team and receiving return authorization.

To request a return, email:

help@valoredlight.com

Your email must include:

  1. Your order number;

  2. Proof of purchase;

  3. The name of the product you wish to return;

  4. The reason you are requesting a return; and

  5. Any additional information reasonably requested by Valo Red Light.

Once your request has been reviewed and approved, Valo Red Light will provide return instructions and, when applicable, a Return Merchandise Authorization number or other identifying return authorization.

Do not return products to the address shown on your original shipping label unless specifically instructed to do so by Valo Red Light.

Products may need to be returned to a specific warehouse, fulfillment center, service facility, or freight location.

Return Shipping Deadline

Once a return has been authorized, the customer must ship the product within 14 calendar days of receiving return authorization unless Valo Red Light agrees otherwise in writing.

The applicable 30-day or 60-day return period determines when the customer must request the return.

The 14-day period determines how quickly the approved return must then be shipped back to Valo Red Light.

Return authorizations may expire if the product is not shipped within the required timeframe.

Condition of Returned Products

To qualify for a refund, returned products must be received in acceptable condition.

Unless otherwise approved by Valo Red Light, products must be returned:

  • In good and undamaged condition;

  • Clean and sanitary;

  • Free from damage caused by misuse, neglect, accidents, improper installation, improper storage, unauthorized modification, or abuse;

  • With all accessories originally included with the product;

  • With all cables, adapters, power supplies, eyewear, stands, hardware, manuals, remotes, controllers, and other components originally supplied;

  • In the original packaging whenever reasonably possible; and

  • Packaged appropriately to prevent damage during return transportation.

Reasonable evaluation and use of eligible products during the applicable return period is permitted.

However, the return period is not intended to permit excessive use, abuse, misuse, commercial rental, or intentional damage.

Valo Red Light reserves the right to reduce or deny a refund if a returned product is:

  • Damaged;

  • Incomplete;

  • Missing accessories or components;

  • Excessively worn;

  • Altered or modified;

  • Improperly packaged;

  • Unsanitary;

  • Damaged during return shipping due to inadequate packaging; or

  • Otherwise returned in a condition inconsistent with this policy.

Return authorization does not guarantee a refund.

All returned products are subject to inspection after receipt by Valo Red Light.

Defective or Malfunctioning Products

If you believe your product is defective or malfunctioning, please contact help@valoredlight.com before attempting to return the product.

Defective-product claims must first go through Valo Red Light's troubleshooting and warranty evaluation process.

Customers may be required to provide:

  • Order number;

  • Proof of purchase;

  • Detailed description of the issue;

  • Clear photographs of the product;

  • Photographs of serial numbers or product labels;

  • Video demonstrating the reported issue or malfunction; and

  • Any additional information reasonably required to diagnose the issue.

Customers may also be asked to perform reasonable troubleshooting steps provided by Valo Red Light.

A return, replacement, warranty repair, refund, or other resolution cannot be initiated until Valo Red Light has had a reasonable opportunity to review the reported issue and troubleshoot the product.

A customer's belief that a product is defective does not automatically qualify the product for a refund.

If Valo Red Light determines that a product has a covered defect, Valo Red Light will provide an appropriate remedy in accordance with the applicable warranty and this policy.

Depending on the circumstances, the remedy may include troubleshooting, replacement parts, repair, replacement, or another resolution determined by Valo Red Light consistent with applicable law.

Products Damaged in Transit

Customers should inspect their shipment promptly following delivery.

If a product arrives damaged, contact help@valoredlight.com as soon as reasonably possible.

Please retain all shipping materials, boxes, cartons, crates, pallets, and packaging until the issue has been resolved.

Valo Red Light may require:

  • Photographs of the damaged product;

  • Photographs of the exterior shipping packaging;

  • Photographs of shipping labels;

  • Photographs of pallets or freight crates;

  • Video showing the damage;

  • Documentation from the delivery carrier; and

  • Additional information required to submit or investigate a carrier claim.

Do not dispose of the product or packaging while a shipping-damage claim is being evaluated.

For freight deliveries, customers should note visible damage on the delivery receipt or bill of lading whenever possible.

Return Shipping Costs

Customers are responsible for all return shipping costs associated with standard customer-choice returns.

Valo Red Light does not provide prepaid return shipping labels for standard returns unless Valo Red Light specifically agrees otherwise in writing.

Original shipping charges are non-refundable.

This includes, when applicable:

  • Standard shipping charges;

  • Expedited shipping;

  • Freight charges;

  • Residential delivery charges;

  • Liftgate charges;

  • Inside delivery charges;

  • White-glove services;

  • Installation charges;

  • Appointment or delivery fees; and

  • Other transportation or service-related charges.

Customers are responsible for ensuring that returned merchandise reaches Valo Red Light safely.

We strongly recommend using a shipping method that includes:

  • Tracking;

  • Delivery confirmation; and

  • Adequate insurance for the value of the returned product.

Valo Red Light is not responsible for products that are lost, stolen, misdirected, or damaged while being returned by the customer or the customer's selected carrier.

Freight & Oversized Returns

Products originally delivered by freight or other specialized transportation may be required to be returned using an approved freight carrier.

Customers must follow the return instructions provided by Valo Red Light.

Do not independently arrange shipment of an oversized or freight-delivered product without first receiving return instructions.

Customers are responsible for freight return costs for customer-choice returns.

If specialized packaging, palletization, crating, liftgate service, inside pickup, residential pickup, or other services are required, those costs are also the customer's responsibility.

Refused, Undeliverable & Returned-to-Sender Shipments

Refusing delivery does not constitute an approved return.

If a shipment is:

  • Refused by the customer;

  • Returned because the customer failed to accept delivery;

  • Returned because an incorrect or incomplete shipping address was provided;

  • Returned because the customer failed to retrieve the shipment;

  • Returned because delivery appointments were repeatedly missed; or

  • Otherwise returned to Valo Red Light for reasons outside Valo Red Light's control,

Valo Red Light may deduct the following from any refund that may otherwise be due:

  • Original shipping costs;

  • Return shipping costs;

  • Freight charges;

  • Carrier fees;

  • Storage charges;

  • Redelivery charges;

  • Handling costs;

  • The applicable 15% restocking fee; and

  • Any other costs reasonably incurred as a result of the refused or failed delivery.

Unauthorized Returns

Products returned without prior authorization from Valo Red Light may be refused and may not qualify for a refund.

Valo Red Light is not responsible for products sent to an incorrect location or returned without following the provided return instructions.

If an unauthorized or ineligible product is received by Valo Red Light and the customer requests that the product be shipped back to them, the customer will be responsible for all associated shipping and handling costs.

Bundles, Kits & Promotional Pricing

Products purchased as part of a bundle, kit, package, promotion, or discounted combination may be subject to special refund calculations.

If only part of a bundle is returned, Valo Red Light may recalculate the price of the products retained by the customer at their applicable individual selling price rather than the discounted bundle price.

Any resulting difference may be deducted from the refund.

If a bundle contains a product that is otherwise non-returnable, including Valo Glow Serum, the non-returnable product remains subject to its individual return restrictions.

Valo Red Light may also require an entire bundled package to be returned together when the products were sold as a single unit.

Free Gifts & Promotional Items

If an order includes a free product, promotional product, complimentary accessory, or gift-with-purchase that was conditioned on the original purchase, that promotional product may also be required to be returned.

If the customer keeps the promotional item, Valo Red Light may deduct the item's stated or advertised retail value from the refund.

Discounts & Promotional Purchases

Unless specifically marked Final Sale, purchasing a product with a promotional code, discount, sale price, or seasonal promotion does not by itself make the product ineligible for return.

However, refunds are based on the actual amount paid by the customer after discounts and promotions, not the product's regular retail price.

Applicable restocking fees, shipping deductions, bundle adjustments, and other permitted deductions will then be calculated as provided in this policy.

Refund Processing

Once an authorized return is delivered to Valo Red Light, the product will be inspected.

If the return is approved, a refund will generally be issued to the original payment method within approximately 7–10 business days following completion of the inspection.

Refunds may be reduced by:

  • The applicable 15% restocking fee;

  • Original shipping charges;

  • Return transportation charges payable by the customer;

  • Missing products or accessories;

  • Damage beyond reasonable evaluation;

  • Bundle or promotional pricing adjustments;

  • Promotional products not returned;

  • Freight, storage, handling, or carrier-related charges where applicable; and

  • Other deductions permitted under this policy.

Your bank, credit card company, financing provider, or payment processor may require additional time before the refund appears in your account.

Valo Red Light does not control processing times imposed by third-party financial institutions.

Exchanges

If you would like to exchange an eligible product, contact help@valoredlight.com.

Exchanges are subject to:

  • Return eligibility;

  • Product inspection;

  • Product availability;

  • Any difference in product pricing;

  • Shipping costs; and

  • Any applicable restocking fees.

Valo Red Light may process an exchange as a return of the original product followed by a separate purchase of the replacement product.

International Returns

Customers located outside the United States are responsible for all costs associated with returning a product to Valo Red Light unless otherwise agreed in writing.

This may include:

  • International shipping;

  • Customs fees;

  • Import or export duties;

  • Brokerage charges;

  • Taxes;

  • Carrier fees; and

  • Other governmental or transportation-related charges.

Valo Red Light is not responsible for customs delays or fees associated with international returns.

Purchases From Third Parties

This Return & Refund Policy applies only to purchases made directly through Valo Red Light, including ValoRedLight.com or an invoice issued directly by Valo Red Light.

Products purchased through a retailer, reseller, distributor, marketplace, clinic, spa, or other third party are subject to the return policy of the seller from whom the product was purchased.

Please contact the original seller regarding those returns.

Commercial, Bulk & Custom Orders

Commercial orders, wholesale orders, bulk purchases, custom configurations, negotiated orders, and products purchased pursuant to a custom quote or commercial agreement may be subject to separate return, cancellation, deposit, shipping, or payment terms.

If separate written terms were provided in connection with the purchase, those terms will control to the extent they conflict with this general Return & Refund Policy.

Changes to Shipping Information

Customers are responsible for ensuring that shipping information is accurate when an order is placed.

Valo Red Light is not responsible for loss, delay, damage, additional carrier charges, or other issues resulting from:

  • Incorrect addresses provided by the customer;

  • Customer-requested delivery redirects;

  • Changes made directly with the shipping carrier;

  • Delivery holds;

  • Customer-selected alternate delivery locations; or

  • Other shipping modifications made without Valo Red Light's involvement.

Products Not Specifically Listed

Products not specifically identified in the return categories above may have product-specific return terms displayed on the applicable product page, invoice, quotation, or sales agreement.

Those product-specific terms will apply.

If no return period is displayed for a product, customers should contact help@valoredlight.com before purchasing or attempting to return the item.

Policy Abuse & Fraud

Valo Red Light reserves the right to refuse returns, refunds, replacements, or future transactions in cases involving suspected fraud, abuse of this Return & Refund Policy, intentional damage, materially false claims, repeated excessive returns, chargeback abuse, or other conduct inconsistent with legitimate use of this policy, subject to applicable law.

Nothing in this policy limits any rights or remedies available to consumers that cannot legally be waived under applicable law.

Contact Us

Questions regarding returns, refunds, damaged shipments, defective products, or return eligibility should be sent to:

Valo Red Light
Email: help@valoredlight.com

Please include your order number with all return-related correspondence.