Cookies policy

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How to proceed in case of Incidents?

Possible situations

1. Incidence within 24 hours of receipt of the order - "Damage in transport".

All our items leave the warehouse with the packaging in perfect condition. If you notice that the box is in poor condition and may have affected the products, we recommend that you do not sign the receipt of the merchandise. Indicate it immediately on the delivery note of the courier, indicating for example: "VISIBLY DETERIORATED BULK". It is your right not to accept the merchandise.

If, after receiving the order, and within the next 24 hours, you notify us of this incident, we can claim the courier insurance, and therefore we can send you a new product and remove the hit.

Please, to do this, you must send us the following documents as quickly as possible to our email:

-. Photograph of the outer label of the courier

-. Photograph of the outer packaging

-. Photograph of the open box

-. Photographs of the break / s proper

-. Photograph of the delivery note

2. Incidence within 24 hours of receiving the order - "Incomplete order".

In the situation where the order received is incomplete, you should send the following documents as quickly as possible to the email address

-. Photograph of the open box with the product / s inside

3. Incidence within 24 hours of receiving the order - "Defective product or haulvalley error".

First of all we apologize for this mistake in your order ... we are really sorry. Please ensure that it is indeed wrong and do not open such a product. Contact us to proceed to make the change in the email, indicate the order number and the products. You should send the following documents as quickly as possible to the email address

-. Photograph of the product / s erroneous or defective / s

4. Incidents after 48 hours of receipt of the order and less than 15 days of receipt of the order:

Satisfaction or return

If you are not satisfied with your product, the maximum period to request a return is stipulated in 14 calendar days from receipt of the order. In this case the shipping and collection costs will always be borne by the customer. Although in your purchase you enjoy "free shipping" due to promotions, the customer must assume the amount of expenses produced in the shipment, subtracting that amount at the time of return from the total amount of your order.

Before making such a return, the customer must contact our returns department within the period indicated in the email No refund will be made that has not been previously communicated.

In order to accept the return, the product and its packaging must be in perfect condition, as well as keep all its accessories and original documentation. The item to be returned must be properly packed for its return. To process the return, you must send the following documents to the email

-. Photograph of the outer packaging

-. Photograph of the open box

-. Photographs of the product / s, accessories and packaging


The amount will not be refunded or any merchandise will be re-sent until the receipt and condition of the product, packaging and accessories of the item object of the return or exchange have been verified.

The price to be returned is the one that originally appeared in the order and the amount will be refunded according to the payment method made by the client.

Defective product of origin

In this case the change will always be made by the same article or reference. Only the first shipment will be billed to you, Haulvalley taking charge of the freight corresponding to the return and new shipment. If you wish to make an exchange for another item, the return and new shipping costs will not be assumed by us.

Product that, by mistake, does not respond to the order

We will bear the costs of collecting the wrong product and delivering the corresponding product to the order placed.


HAULVALLEY, reserves the right to cancel the order, without prior notice, in the supposed cases:

- The price of the item or items is not correct at the time of purchase: Due to possible computer failures, the price is not appropriate.

- The article or articles do not show, due to computer and other failures, the correct description of their qualities or operation at the time of purchase.

In both cases, HAULVALLEY, without prior notice, may cancel the order or orders.

In order for any return to be processed correctly, do not forget to insert a copy of the invoice for your order or a document with information to contact you: Name, telephone, email, etc.