Return Policy
Draft for Legal Review
Last Updated: August 26, 2026
Valence Supply accepts eligible returns within 30 days after delivery, subject to the conditions below.
Because many products sold by Valence Supply are coatings, chemicals, professional installation materials, equipment, and special order products, not all products are eligible for return.
This Return & Refund Policy is incorporated into the Valence Supply Terms & Conditions.
1. Return Eligibility
To request a return, contact service@valencesupply.com within 30 days after delivery.
Unless otherwise stated below, an eligible returned product must be:
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unused;
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unopened, where applicable;
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complete;
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undamaged;
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in new and resalable condition;
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in its complete original packaging;
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free from contamination, alteration, improper storage, or temperature related damage; and
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accompanied by the applicable Valence Supply order number, invoice, or other proof of purchase.
Eligible stock products meeting these requirements may be returned without a standard restocking fee.
Valence Supply reserves the right to inspect returned products before approving a refund.
Authorization to send a product back does not guarantee that the product will qualify for a refund after inspection.
2. Return Authorization Required
All returns require authorization from Valence Supply before shipment.
Contact:
Please include:
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customer or company name;
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Valence Supply order or invoice number;
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product being returned;
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quantity;
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reason for return; and
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photographs when requested.
Valence Supply will provide return instructions if the return is authorized.
Products returned without prior authorization may be refused, returned to the sender, or deemed ineligible for refund.
Do not send returns to a Valence Supply location without receiving return instructions.
3. Coatings, Chemicals, and Installation Materials
Unopened coatings, chemicals, and installation materials may be eligible for return within the 30 day return period when they remain in their original sealed packaging and are in new, resalable condition.
To protect product quality and subsequent customers, Valence Supply must be able to reasonably determine that returned coatings and chemical products have been stored and handled appropriately.
Opened, partially used, mixed, activated, contaminated, altered, repackaged, improperly stored, or otherwise compromised coatings and chemical products are not returnable.
Products known or reasonably suspected to have been exposed to freezing, excessive heat, moisture, contamination, or other conditions that may affect product integrity are not eligible for return or resale.
Valence Supply may request information regarding storage or transportation conditions and may decline a return when product condition, age, storage history, packaging condition, temperature exposure, or other circumstances create a reasonable concern regarding product integrity.
A sealed container does not by itself establish that a chemical product remains eligible for return.
During periods of freezing or extreme temperatures, Valence Supply may decline returns of temperature sensitive products when their storage and transportation history cannot reasonably be verified.
4. Hazardous and Regulated Materials
Certain hazardous, flammable, regulated, or transportation restricted products may not legally or practically be returned through ordinary shipping methods.
Return eligibility for these products will be determined individually based upon the product, condition, carrier requirements, applicable transportation regulations, and available return methods.
Customers must not independently ship hazardous or regulated material back to Valence Supply without specific return instructions.
Unauthorized shipment of regulated materials may create safety risks and violate carrier or transportation requirements.
5. Special Order, Custom, and Nonstock Products
Special order, custom manufactured, custom tinted, custom packaged, made to order, or nonstock products are generally final sale and nonreturnable unless Valence Supply agrees otherwise in writing.
Products specifically ordered or manufactured for a customer's project may not be returnable even when unopened.
Customers should confirm specifications, quantities, colors, and product selection before approving a special order.
6. Sale, Clearance, and Discontinued Products
Products identified as final sale, clearance, closeout, liquidation, discontinued, or otherwise sold on a nonreturnable basis are final sale unless the product received is materially different from what was ordered.
7. Equipment, Grinders, Tools, and Machinery
Unused equipment, grinders, tools, machinery, and accessories may be eligible for return within 30 days when returned complete, unused, undamaged, and in original packaging.
Equipment that has been operated, installed, fueled, modified, registered, damaged, or used on a project may not be returnable.
Manufacturer specific return restrictions may apply to equipment manufactured by third parties.
Missing components, accessories, manuals, packaging, or other items originally included with equipment may reduce the refund or make the equipment ineligible for return.
Warranty or service issues involving equipment after use are separate from returns and are subject to the applicable manufacturer warranty, if any.
8. Third Party Products
Products manufactured by third parties and sold by Valence Supply are subject to this Return Policy as well as any return restrictions imposed by the manufacturer or supplier.
Valence Supply cannot guarantee that a manufacturer or supplier will accept a return after a product has been opened, installed, used, altered, or otherwise removed from resalable condition.
Manufacturer warranty claims are separate from returns and are governed by the applicable manufacturer's warranty, if any.
9. Customer Ordered Incorrect Product or Quantity
Customers are responsible for reviewing products, quantities, specifications, colors, and other order details before purchase.
If a customer orders the wrong product, wrong quantity, or no longer needs an otherwise eligible product, the product may be returned subject to this policy.
There is no standard restocking fee when the product otherwise meets the requirements of this policy.
Unless Valence Supply agrees otherwise, the customer is responsible for return shipping costs associated with a customer initiated return.
Original outbound freight and shipping charges are generally nonrefundable when Valence Supply correctly fulfilled the order.
10. Incorrect Product or Quantity Shipped by Valence Supply
If Valence Supply ships a product or quantity that does not match the customer's order, contact us promptly at service@valencesupply.com.
Valence Supply will review the issue and, when confirmed, arrange an appropriate correction.
Valence Supply will be responsible for reasonable return freight when the return is required because Valence Supply shipped an incorrect product.
Customers should not use, open, mix, install, or otherwise consume a product they know was shipped in error without first contacting Valence Supply.
11. Order Changes and Cancellations
Contact Valence Supply as soon as possible if an order needs to be changed or canceled.
We will make reasonable efforts to accommodate changes or cancellations before fulfillment begins.
An order may not be cancelable after it has been picked, packaged, palletized, transferred to a carrier, specially ordered, manufactured, tinted, customized, or otherwise committed for fulfillment.
Freight, special order charges, supplier charges, processing costs, or other nonrecoverable costs already incurred may be deducted from an approved cancellation refund.
12. Return Shipping
Return shipping responsibility depends upon the reason for the return.
For customer initiated returns, including ordering the wrong product, ordering excess material, project cancellation, or a change of mind, the customer is generally responsible for return freight.
When a return results from a confirmed Valence Supply fulfillment error, Valence Supply will arrange or reimburse reasonable return freight as appropriate.
Customers should follow the return shipping instructions provided by Valence Supply.
Valence Supply is not responsible for returned products lost or damaged because a customer used an unauthorized shipping method, improperly packaged the return, or failed to follow applicable shipping requirements.
13. Restocking Fees
Valence Supply does not charge a standard restocking fee for eligible stock products returned within 30 days when the products are unopened, unused, complete, undamaged, and in new, resalable condition.
Special order, custom manufactured, custom tinted, made to order, nonstock, clearance, discontinued, opened, used, damaged, temperature compromised, or otherwise nonresalable products are not eligible for this standard return treatment and may be nonreturnable as described elsewhere in this policy.
If Valence Supply agrees to accept a return that requires supplier restocking charges, special handling, repackaging, inspection, transportation, or other unusual costs, those actual or reasonable costs may be deducted from the refund.
Any such charges will be disclosed to the customer as part of the return authorization when reasonably determinable.
Valence Supply may waive applicable charges at its discretion.
14. Freight Damage
Products damaged during transportation are handled under the Valence Supply Shipping & Freight Policy and should not be processed as ordinary returns.
If your shipment arrives damaged, preserve the product and packaging and notify Valence Supply promptly so the appropriate freight claim process can begin.
15. Product Failure and Warranty Claims
A product believed to be defective or to have failed after installation is not an ordinary return.
Potential warranty claims involving Valence Supply branded products must be submitted through the Valence Supply warranty process at:
Third party products are subject to the applicable manufacturer's warranty, if any.
Do not remove, discard, return, destroy, coat over, or otherwise materially alter product associated with a potential warranty claim unless instructed to do so or reasonably necessary to prevent additional property damage or protect safety.
16. Refunds
After an authorized return is received, Valence Supply will inspect the product and determine whether it meets the return requirements.
If approved, the applicable refund will generally be issued to the original payment method.
Approved refunds are typically initiated within 10 business days after inspection and approval.
Banks, credit card companies, and payment processors may require additional time to post the refund.
Original outbound freight, expedited shipping charges, special handling charges, return freight, supplier charges, and other nonrefundable costs may be deducted from or excluded from the refund where applicable.
If more than 15 business days have passed since Valence Supply confirmed that a refund was approved and issued, contact:
17. Exchanges
Valence Supply generally processes product changes as a return and a new order rather than a direct exchange.
This allows replacement products to be shipped without waiting for the original product to complete the return and inspection process.
Customers remain responsible for applicable charges on the new order until any refund or credit for the returned product is approved.
18. Goodwill Exceptions
Valence Supply may make exceptions to this Return Policy when appropriate as a customer service accommodation.
An exception made for one customer, order, or circumstance does not modify this policy or require Valence Supply to make the same exception in another situation.
19. Questions
For questions about return eligibility before sending a product back, contact:
Please include your order number and the product you would like to return so we can provide the appropriate instructions.