Valiryo Hand Dryer

• When do we ship your order?

Our commitment is to prepare all shipments within 24 hours after receiving the order, from Monday to Friday. Orders placed after Friday at noon (GMT +1) will be shipped on Monday. Local holidays may occasionally delay shipping, but if that happens, our Customer Service team will notify you as soon as possible. However, in most cases, you will receive an email with the tracking number within 24 hours after placing your order on our website. If you have an urgent request or need to know the estimated shipping time, you can contact us before placing your order through our contact section. 

• How do I know when my order has been shipped?

You will receive an email at the same address used for the order, including your tracking number and the name of the shipping company handling the delivery. From that moment, you can track your order in real time and check the estimated delivery date. The shipping company will contact you directly to arrange delivery or inform you of any issues. If you encounter any problems or delays, feel free to contact us, and we will check the status of your shipment and ensure that it is delivered correctly and on time.

• How long does it take for Valiryo products to arrive at my home?

Generally, our customers receive their products within a maximum of 5 days from the order date, depending on both the shipping origin and destination. For shipments within the European Economic Area (EEA), the usual delivery time is 1 to 3 days. For other locations, the transit time may extend up to 5 days. We carry out all our shipments via air transport. You will be able to track your shipment in real-time with the provided tracking number to plan for the receipt of your products.

• How are the products shipped?

All our online store shipments are sent via air transport, using the leading global courier companies. All our products are packed in their boxes, well protected and properly strapped. Our body dryer is shipped in two packages: one with the column and the other with the casing, which includes the motor and other necessary components for installation. The column package is considered by shipping companies to be an oversized package due to its length (over 2 meters). This sometimes results in the delivery of this package occurring one day later than the casing.

• Where are Valiryo products delivered?

We ship to the home address or delivery address you specify when placing your order. In other words, we do not offer the option to choose delivery points other than a personal address. However, it may happen that the courier company offers you the possibility to modify this and have the delivery made to another location they may have close to your address. We provide the courier company with your phone number and email so they can contact you to facilitate the delivery and coordinate the best possible delivery time. 

• What should I do when I receive the product at my home?

First, you should inspect the boxes (without opening them) to check if they have any visible dents, damages, or are open. If you notice any issues, take photos and send them to us by email at info@valiryo.com, so we can file a claim with the courier company. After that, you can open the boxes and check if the product has any visible damage. Once you contact us, we will assist you in evaluating the condition of the product and, if necessary, send you replacements for any damaged parts or the entire product.

It is important to open the boxes and check the product's condition immediately upon receiving it, even if you plan to install it several months later. This way, in case of any issues, we can properly claim with the courier company and resolve the matter as soon as possible. After a certain period, courier companies are no longer responsible for any issues that occurred during transit. 

• What happens if the product arrives damaged?

As explained in the previous question, it is important to identify any issues that may have occurred during transport as soon as possible. This way, we can file a claim with the courier company and provide a quick resolution within the first 30 days from shipment. We will analyze the situation and offer the best solution, in agreement with you, so that you can start enjoying our product as soon as possible (our priority). This may involve replacing damaged parts or even the entire product unit if necessary, at no additional cost to you. Our Customer Service team will assist you through the contact section to ensure a quick and satisfactory solution. For more information, please refer to our Terms and Conditions section.

• Can I return the product?

You can return the product within 30 calendar days from the receipt of your order (delivery date registered by the courier company through the tracking number) as long as the products are in perfect condition and in their original packaging. Therefore, it is very important that you keep the original boxes, as returns in other packaging will not be accepted, as the integrity of the product cannot be guaranteed during the return transport.

• What should I do to request a return?

You can write to us through the contact section or reply to the email we previously sent you with the tracking number to request a return. The return date will be the date you express your desire to make a return. After that, our Customer Service team will assist you with possible solutions for the return or process it if you decide to proceed. 

• What is the return process?

If you have requested a return after receiving the product at your home, the first step will be its collection. We will ask the courier company to come and collect the return from your address or offer an alternative option, such as delivery to a nearby pick-up point. We will provide you with the necessary instructions to ensure the package is well-prepared for collection and return (labels and other possible required documents).

Once the product arrives at our facilities, it will be inspected by our product team, who will verify that the product is undamaged, in good condition, and functioning correctly. After inspection, our customer service team will contact you to inform you and proceed with the refund. If there is any damage, the cost of the damage will be deducted from the return amount, and we will inform you in advance to allow you to provide an explanation. We are always transparent and open to dialogue to find the best solution for both parties. As manufacturers of these innovative products, our goal is to have satisfied customers worldwide who recommend us and help us grow and continue creating new and better products. Therefore, we always strive for people to have a great impression of our company and brand. 

• Is the return free of charge?

Yes, but it will only be accepted within 30 days and if the product is returned in its original packaging. Returns that do not meet these conditions will not be accepted. Additionally, the product must be returned to our facilities in perfect condition. While we currently do not charge return shipping costs to the buyer, it is important to make our potential customers aware of the economic loss that such returns represent for companies like ours. It involves both the cost of transportation for the return trip and the subsequent recovery of the product (repackaging, inspection, replacement of screws, etc.). Therefore, we kindly ask for responsibility when dealing with a company like ours, whose mission is to develop products and solutions that make people's lives easier.

• When and how will I receive the refund?

The refund will be issued to the same payment method used in our online store, once the product has arrived at our facilities and been inspected by our team. Our Customer Service team will monitor the entire return process and you can contact them at any time to inquire about the product's arrival at our facilities. You can review our full return policy in our Terms and Conditions section.

• How many years of warranty does the product have?

As legislation regarding warranties varies in different parts of the world, we have decided to offer a 2-year warranty for all products purchased from our official online store, regardless of the country from which the order is placed (thus complying with our national legislation as European manufacturers). The warranty period begins from the moment the product leaves our warehouse.

• How do I register my warranty to know that the product is covered?

No action is required from you to activate the warranty. We have your order registered in our system, along with your contact details and the serial number of the product you purchased. This way, if an issue arises, you simply need to contact us, and we can quickly verify whether the product is still under warranty. We are a transparent company, and we will provide all the information you need. We won't be rigid if your warranty expires just a few days before; we are likely to assist you under the warranty because we believe in using common sense to find a satisfactory solution so you can continue enjoying your Valiryo product

• What should I do if the product is under warranty and has an issue?

Please contact us through the contact section on our website. Our Customer Service team will open a ticket with our Technical Support, who will get in touch with you as soon as possible. If three days have passed and you haven't received any updates, please reach out to us again. Although this situation is rare and we work to prevent it, it can occur due to unforeseen circumstances. Generally, we respond within 24 hours.

Our Technical Support will notify you whether the product is still under warranty and will offer the best solution to resolve the issue promptly.

• What if the product is no longer under warranty?

In this case, you can still contact us, and our technical support team will provide you with a repair estimate. We aim to make repairs affordable and straightforward, even for our customers to do themselves with our guidance, thus minimizing any inconvenience. We don't aim to profit from repairs. One of Valiryo's core values is to manufacture products that last forever without needing maintenance or repairs, and we have truly achieved this because, once our products are received and properly set up by the customer, technical issues are rare. We prefer not to receive products for repair at our facilities. 

• How do I contact Valiryo's Technical Support?

You can contact us through the contact section of our website. Once we receive your message, our technical support team will reach out to you to request more information, and you'll have direct contact with them to resolve the issue..

• How do they proceed? Do they resolve issues remotely?

Initially, they will request more information to diagnose the problem. This may include asking for a short video taken with your phone to visualize the issue. From there, they will diagnose the problem and the best way to solve it. We have designed our products so that the customer can, through a video guide, solve the problem by replacing the affected part. Our Technical Support will send you the replacement part along with instructions for making the change.

As mentioned in the warranty section, the best technical support is the one that isn’t needed. That’s why we’ve designed our products to last forever without the need for maintenance or repairs. And we've succeeded because our product's incidence rate over its lifetime is very low. Once the product is correctly set up, it rarely experiences technical issues. Of course, we’re not infallible, and some components may fail, but we’ve made it easy for customers to replace them.

As expected, we can't have technical support representatives in every area of the world where we frequently sell through our online store (over 90 countries currently). That’s why we've designed a remote technical support model that effectively handles the few issues that arise relative to our total sales. This way, we avoid having to disassemble the entire product and send it for repair, which would cause inconvenience for both the customer and us, as well as have a negative impact on the environment.

• So, will it never be necessary to send the product for repair?

We don’t like receiving products at our facilities for repairs. That’s why we’ve worked hard over the years to avoid it. We’ve managed to minimize the need for repairs to just one or two units per year. However, it may sometimes be necessary to bring a product in for inspection, as this provides us with valuable insights to understand the causes of the issue and find a solution. In many cases, the issue is not just with the product itself, but can be due to the interactions it experiences during installation and use by installers and customers.

In such cases, our technical support will arrange for the transport company to collect the product from your home (you will need to disassemble and pack it as securely as possible). Once it arrives at our facilities, we will inspect it, fix the issue, and send it back to you, keeping you informed throughout the entire process.