Terms and Conditions

All prices are in effect at the time of purchase unless a valid, formal quotation is provided in writing. Orders will be invoiced at the price in effect at the time the order is placed. Valley reserves the right to change list prices without notice. To avoid causing a delay in orders, please ensure your purchase order is sent with the correct pricing.

All published prices are exclusive of applicable taxes.

Valley Design & Specifications:
We reserve the right to discontinue product at any time, or the right to change specifications or design without notice and without incurring obligation. All dimensions are approximate and subject to change without notice.

Shipping Terms:
All purchase orders will be shipped under Collect terms (billed to receiver) unless otherwise requested by the customer.

For Prepay & Charge:
shipments, confirmation of freight charges by the customer is necessary. The appropriate freight charges will appear on your invoice for these shipments. Prepaid shipments will ship with insured value.

Quality Control & Shipping:
At Valley (Valley Acrylic Bath Ltd.) we take pride in the products we create. As such, we follow a very strict quality control procedure prior to shipping our goods. As part of this procedure, we photograph each shipment prior to shipping, and these photographs are available to our customers if a claim to their carrier becomes necessary.

Before accepting any shipment from the carrier (whether it has shipped prepaid or collect), please inspect the unit to make sure it is in good condition.

If you have received the incorrect item, Valley must be notified IMMEDIATELY (within a grace period of 24 hours) so our team can take action to resolve this. For cases such as this, Valley will cover the return freight and no restocking fees will apply. Item must be in the same condition as when it left Valley’s facility in Mission, B.C.

If you have received a product that is not as expected or defective in use, Valley must be notified within 4-6 business days. Defective products reported to Valley within the grace period will be repaired or replaced (with the same product or a product of equal value) at the option of Valley. In no event will Valley be liable for the cost of repair or replacement of any installation materials, including but not limited to, tiles, marble, etc.

Damage in Transit:
If a Prepay & Charge shipment arrives damaged, do not sign the carrier’s waybill, and request the transport company to return damaged product to Valley. Please call a Valley customer service representative and advise of shipment coming back to Valley Acrylic Bath Ltd. Our team will assist in getting you a replacement for your order as soon as possible.

If a Prepay & Charge shipment has been signed off as good condition and you discover your product has been damaged in transit, Valley must be notified within 48 hours in order to take action. Valley will assist you in filing a damage claim for the shipment and requesting for a replacement.

Freight claims shipping Collect will become the responsibility of the carrier. Valley will not be held responsible for damage incurred during shipping. A new purchase order will be required for replacement items damaged in transit. The photographs of the shipment prior to it leaving our facility are available to our customers if a claim to their carrier becomes necessary.

Process for Filing a Damage Claim:
In order to process your claim the following steps are required:

Step 1: All packaging and damaged goods must be preserved to file a claim.

Step 2: Provide by email all of the required information as outlined below:

Photos of damaged or defective merchandise
Photos of all boxes including box markings — whether product is damaged or defective
Valley Invoice number
Signed copy of the Bill of Lading for all freight claims or short shipments (all damages must be noted on the proof of delivery. Please report all freight claims to Nuevo within 48 hours of receipt of goods)
Your Purchase Order (PO) number
A description of the issues/reason for claim

Step 3: Once the above information is received by the Valley team, please allow a minimum of two (2) business days for a response to your claim.

Please note: if any information is missing from the above requirements you will be contacted for further details which may prolong the claims process

Return Policy:

Valley product(s) are eligible for return under the following conditions:

Item is in original packaging, and item is in “as new” condition;
Item has never been installed or used as display;
Item is a stocked product that has not been discontinued, and is in current price catalog;
Item received is incorrect/different from item ordered: this discrepancy must be reported within 24 hours of receipt of goods;
Invoice shows item purchased within a 5-month period from date of RGA request;
Original Valley Acrylic Bath Ltd. purchase order will be required.
Valley Products that are exempt from return:

Any custom item manufactured to customer’s specifications/color(s);
Any non-regularly stocked item(s), i.e. MTO (made to order) items and items brought in by special request;
Any item which has been installed, drilled into, painted or changed from its original condition in any way;
Any product which has been exposed to weather or poor storage conditions;
Any product which has been altered or equipped with parts or accessories, such as jetting etc.
Procedure for Return:
A standard 25% restocking fee along with return freight charges will apply to all eligible items returned to Valley Acrylic Bath Ltd.

If your product is applicable for return, please contact a Valley representative and they will assist you. An item can only be shipped back once Valley has provided you with an RGA number. The RGA paperwork provided by Valley must be sent alongside the returning shipment. Products returned without any paperwork or without an RGA number will not be accepted at our facility.

Product must be returned within 30 business days from the day the RGA is originally issued. If product is not returned within this period, the RGA will be cancelled. Another RGA can be issued at a later date upon the customer’s request.

All returned merchandise will be inspected thoroughly for damage and functionality prior to issuing credit. Valley reserves the right to reduce or modify reimbursement credit if repairs are required to bring item back to as new condition.

Any returned merchandise that’s damaged during transit is not eligible for return. Valley recommends insuring your returning shipments to avoid a credit rejection.

Shower doors will not receive credit if box has been opened. All unopened shower doors eligible for return are inspected thoroughly upon arrival; parts are counted for and verified to ensure all components of the door are intact before credit can be issued.

We have a Non-Return, Non-Refund policy for all the parts including cartridges, hoses, spray heads, etc. Once a customer makes a purchase, they will not be able to return that item for a replacement or refund.