The money isn’t coming back – how do I get a refund?
You sent the product (for example, skins) back, the package has been delivered, but not a single cent is showing in your account. The feeling is familiar – a bit like lending a friend a tenner and watching them "forget" it week after week. No worries. We are not that friend. The refund will come, but let’s find out why it sometimes takes time.
Why isn’t the refund showing yet?
The most common reasons why the money has not been refunded yet:
- The return has not arrived yet. Posti is not always the fastest player in town. The package may sit in the terminal for a couple of days before it reaches us.
- The return has arrived, but processing is still ongoing. We check returns manually – in a company of 14 people, there is no robot army sorting packages. During busy times, processing may take a few business days longer.
- The payment service provider is processing the refund. We may process the return on the same day, but banks and payment service providers take their own time. Typically 3–10 business days depending on the payment method. Credit card refunds are the slowest – thanks to banking systems that are probably still running on some 90s COBOL code.
- We are missing the tracking information. If you sent the package without a tracking number, we may not be able to match the return to your order. In that case, the package is a bit like an anonymous Christmas gift – a nice gesture, but no one knows who it belongs to.
How to find out the situation
- Check the return tracking number. Check Posti or the carrier’s tracking to see whether the package is marked as delivered.
- Count the days. No more than 14 business days should pass from delivery of the return before the refund shows in your account. If you are still within that limit, please be patient a little longer.
- Contact us. If 14 business days have passed since the return was delivered and the refund is still not visible, send us a message. Include the following:
- Order number (can be found in the order confirmation email)
- Return tracking number (if there is one)
- Date, when you sent the package
- Payment method, used for the original order
With this information, we can sort things out quickly instead of looking for a needle in a haystack.
If that doesn’t help
If you have already sent the information and things still seem stuck, send an email to info@valco.fi or contact our customer service through the online store chat. We will dig into it, even if we have to call the payment service provider and listen to the hold music on your behalf.
We do not hold anyone’s money hostage. Every cent has an important mission – to fund our Death Star, but only if you voluntarily decide to spend it on our products. The return money belongs to you, and we will make sure you get it.
